![]() The portals can be reliable at times, but at other times are tricky to get through when queries are time sensitive or involved.” Concerns across the boardīut these problems aren’t just isolated at Meta. “Meta has taken a broader approach to offer portals to raise issues, rather than having direct team members you can liaise with to answer questions and provide support. “We have found a slight disconnect from the team we were previously in contact with to the team provided now,” said Tayler McManus, digital strategist at Way To Blue. Customer support doesn’t seem to be anywhere near the top of Meta’s priority list for 2023 - the so-called “Year of Efficiency” according to CEO Mark Zuckerberg. The exec may have to wait a while for that realization to kick in. I’m hoping that a byproduct of the layoffs is a recognition that they need to serve their customers (i.e. “The Meta teams are (more often than not) unhelpful and barely knowledgeable of the product. “Facebook ads manager is buggy and constantly breaks,” said the head of social media at a digital ad agency, who traded anonymity for candor. Simply put, the speed and scale of these layoffs only compounds the problem of marketers like Duncan feeling neglected by the social media company. It is becoming a major nuisance to reach out to Meta for ad management if anything goes wrong.” “I do not believe there has been any type of delegated or reasonable training in the handoffs. “It has been even more impossible to receive any type of ad help from Meta, yes,” said Duncan. ![]() ![]() Harder still since those cuts will be the second wave of mass redundancies from the tech behemoth, which laid off 11,000 employees last November. It’s hard for them to see how they clear up in the wake of 10,000 job cuts. Now those cuts are well and truly underway, marketers are concerned that those lines of communication will get worse before they get better. “Calling customer service is basically impossible all the way up the ladder, even with ad accounts that are assigned a Business Account Representative,” Duncan said.Īnd this was the state of affairs even before the layoffs began. ![]()
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