After 18 years, Meta’s finally building Facebook a customer service division
Meta is trying to make it easier for its users to get support when their accounts or posts are removed, according to. The report quotes Brent Harris, Meta’s vice president of governance, who says that the company is “spending a bunch of time on” customer service. Since Facebook’s inception, people haven’t really had any recourse or way to talk to the company about moderation decisions.
At this stage, it doesn’t seem clear what Meta’s customer service division will actually do. Last year, the companythat gave some English-speaking users a way to actually talk to a human at Meta if they needed help using a new feature or got locked out of their accounts. At the time, the company said it was “the first time Facebook has offered live help for people locked out of their accounts.
Providing support for all of Instagram, Facebook, WhatsApp, Horizon VR, and other properties, though, would be a massive undertaking for the company. According to, Meta’s focus on fixing its customer support experience is in part due to feedback from its Oversight Board. Last year, the “independent” body set up to monitor and overturn Meta’s decisions (independent is in quotes because