Meta is finally addressing an issue that has long vexed users: the lack of customer support. Bloomberg that Meta is currently planning to build a customer support department that will be able to help users who “have a post or account deleted unexpectedly”.
Meta’s plans appear to be still in the “early stages”, so it’s unclear when the new services will be available. Based on Bloomberg, Meta’s plans are at least partly motivated by insight from its Supervisory Board, which handles requests from users to appeal the company’s content decisions. The board of directors has repeatedly said that Meta should be more transparent in how it communicates with users about its decisions.
The addition of customer service representatives who can actually talk to users can solve a lingering headache for many people. Currently, users who lose access to their accounts – due to a hack or illegal suspension – have very few options for getting it back. The company has an appeals process, as well as , but both can be difficult to navigate. These tools are so confusing and often ineffective, that desperate users sometimes resort to other means, such as renting. or even to try and get their account back. They often begged executives and social media journalists to help them get their accounts back.
But with real customer support, frustrated Facebook and Instagram users will eventually have a Meta-approved resource. The company did not share specifics on how its customer service department will operate or will be eligible for help.
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