Facebook’s customer care service is coming soon – Times of India

Facebook was created 18 years ago and since its inception, users didn’t have any service that allowed them to talk to the company about its moderation decisions. However, that scenario is changing as Facebook’s parent company Meta is planning to make it easier for its users to get support when their accounts or posts are removed. According to a report by Bloomberg, Meta’s VP of governance, Brent Harris, has said that the social media giant is “spending a bunch of time on” customer service.
What will Meta’s customer service do
As per the report, the key functionalities of Meta’s customer service division are currently unknown. However, in 2021, the company piloted a live chat support program for some users, reports The Verge.

This program allowed some English-speaking users to talk to a human at Meta if they needed help regarding a new feature or got locked out of their accounts. During the introduction of this program, the company mentioned that it was “the first time Facebook has offered live help for people locked out of their accounts.”
Meanwhile, Meta hasn’t commented on whether the company’s recent efforts were related to a “small test” or if this service will be expanded in the months since it was introduced.
Why Meta is fixing its customer support experience
The report mentions that if Meta is planning to provide support for all of its platforms including — Instagram, Facebook, WhatsApp, Horizon VR, and other properties — it will be “a massive undertaking for the company.” According to the report, Meta has finally decided to fix its customer support experience due to the feedback from its Oversight Board.
In 2021, the independent body (which is funded by the company) was formed to monitor and overturn Meta’s decisions. The board reported that it received almost a million user appeals about the company’s content moderation, the report noted.

However, while Meta tries to assist users who were accidentally affected by the automated moderation tools, the company is still working on removing the users who are intentionally trying to evade the bans.
The report also adds that Meta’s counterterrorism policy lead, Dina Hussein, has recently shared a tweet that claims to have taken down around 500 accounts, pages, groups and events related to the Proud Boys, a white supremacist group that was banned from the platform in 2018.