Paul, Mike Murphy, VP of Sales for Facebook was today in Mexico City launching their new strategy for Mexico and Latam. In an open forum with around 400 attendees I asked the question about customer service and the challenge they have with billions of transactions and 400 millions users.
He went to the point right away and acknowledged that FB is not doing a good job with customer service. They have 2 teams managing customer service - one in Palo Alto and another one in Dublin, and are working on a wiki and some crowdsourcing tools to improve customer service... they also want users to help each other... he did not mention any timeline in order to improve customer service.
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