After 18 years, Meta’s finally building Facebook a customer service division

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It’s hard to tell what it’ll look like at this point. | Illustration by Alex Castro / The Verge

Meta is trying to make it easier for its users to get support when their accounts or posts are removed, according to a report from Bloomberg. 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 company piloted a live chat support program that 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...

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