> a ratio of 1 full time CSR (customer services representative) per 1000 users
That would require 2 million full-time CSRs, because Facebook has a little over 2 billion active users per month.
That would require 2 million full-time CSRs, because Facebook has a little over 2 billion active users per month.
I'm sick and tired of Silicon Valley companies thinking they can save money on customer support and have societies pick up the tab.
And it's not like Facebook (or Twitter) couldn't get the money: 3€ per user and month should be enough to cover the cost of a properly salaried CSR - and at the same time create a barrier for bots and Nazi trolls.
What makes you say that ? Facebook barely makes $5/quarter (3 months) in revenue. They couldn't even afford $1/month/user. Meanwhile Twitter has never turned a profit ever.
Similar to how GDPR is going to gut the business model of firms who suck up all personal data and sell to the highest bidder.
Unless they're obliged to by law, they never will. These companies minimize customer support in order to improve the bottom line, and will keep these at a minimal level - just barely enough to get away with that. It's one of the elements of the so-called "disruption".
How dare they?!
I did. You should, it will improve your peace of mind. Also Facebook is a culture swallowing monster.
> No one owes you a business model
I don’t reslly care if FB doesn’t work at scale, if we put minimum responsibilities on them. They’re not owed that business model.
It's pretty understandable they're not able to moderate over 2 billion active users per month.
So that leaves two options: Either not have 2 billion active users, or not have any moderation. The latter is plainly unacceptable because, like others pointed out, it simply externalises the cost onto society. The first option, well I'm sure people will find other ways to communicate and plan events; It's not like their service is so unique, just the network effect and the size (which is way too big any way). We were long overdue for something better to come along any way.
There's no fundamental "right" Facebook has to do this, to keep existing and growing in the way they do, if all they want to do is grow but not take responsibility with the consequences of their size. Edit someone else said it better: No one owes you a business model. If a crucial bit appears impossible to "scale", then well tough luck I guess.