I have been saying this for many years but about customer support. It should be mandated by law that when a customer wants to reach out to a live person, they should be able to do so in a reasonable time.
Orthogonal in the business area. But in agreement with the fact that they should hire more people instead of automating every process with non-deterministic tools. You can demand accountability from people, not from agents.
Orthogonal in a sense that I'd like to see advertisers held accountable, but not through customer service. If I need to talk to a human to resolve anything, for me the system has already failed completely.
Who is the customer and how much are they paying for customer support? Because on Meta, the person visiting the website is not the customer.
They absolutely are. They are paying with their data rather than cash.
Meta does sell ad-free membership for Instagram and Facebook, it should make the subscriber a customer.
That's not really true anymore since they started offering subscriptions.
FB's paid customer support for users has not been helpful to me. Their support staff can't explain how their policies are implemented. They lie to users who manage to wade through the automated support morass. And when you speak to a human you discover they're incapable of correcting mistakes.