Strained Customer Support Would Negatively Affect Meta, Said 44%

Tech giant Meta recently laid off a significant number of employees, impacting nearly every aspect of the company, including customer service. The layoffs have particularly hurt influencers who depend on Meta’s platforms for their livelihoods because there are now fewer customer care employees accessible to help them with account verification, ad support, and content moderation.

The remaining representatives are reportedly overworked and overwhelmed, leaving them little time to provide the personalized support that many users require. This has left many influencers frustrated, as they have invested heavily in building their followings on Meta’s platforms.

Meta’s decision to cut positions in other areas like marketing, engineering, and product development has also raised concerns about the long-term impact of Meta’s layoffs on the company’s overall performance.

Hence, Real Research, an online survey app, launched a survey on Meta’s layoffs affecting its customer service support to gauge public perception.

Highlights:

• Half of the respondents (51.27%) are well aware of Meta’s layoffs.
• The majority (39.54%) reported no noticeable change in customer support after Meta’s layoffs.
• 27.67% said Meta should offer more accessible customer support options through live chat or live calls.

Half Aware of Meta Layoffs, Half Used the Platform After Layoffs

In a recent survey conducted by Real Research, participants were asked about their awareness of the recent layoffs at social media giant Meta. The results showed that just over half of the respondents, 51.27%, were well aware of the layoffs, while 34.74% were somewhat aware, and only 13.99% of the participants were unaware of the recent changes at the company.

Next, the survey asked the respondents if they have used Meta’s platforms after the layouts. Again, half of the respondents (52.07%) said they had tried it, and another half (47.93%) said otherwise.

Furthermore, 39.54% of the survey participants responded that they did not witness any noticeable impact of the layoff on Meta’s customer service. Followed by 19.15% who said the customer support services decreased significantly and 18.15% said it decreased moderately. On the other hand, 11.75% said customer support services had increased moderately and 11.41% said it increased significantly.

The respondents to the following survey were asked how the layoffs at Meta will affect the company’s reputation. According to survey results, 43.8% of respondents believed it would have a negative impact, 28.29% believed it would have no effect, and 27.91% believed it would have a good impact.

How Meta’s Layoffs Have Impacted Its Reputation Among Respondents

Meta’s recent layoffs have sparked concerns about the company’s future and how it will impact its users, employees, and investors. We questioned the respondents about the elements that the layoffs will affect.

28.48% said it would have a potential long-term impact on Meta’s reputation and customer relations, 15.26% said it would reduce the quality of services of Meta platforms, and 15.04% said it would decrease user trust and confidence in Meta’s services.

In addition, 12.29% said it would lower the user count on Meta platforms and 12.2% said it would prompt more negative reviews and feedback from users.

Next, when asked how Meta could enhance its customer service experience, 27.67% suggested adding more accessible customer support options like live chat and phone support, 18.05% suggested using AI chatbots to respond to queries, and 12.9% suggested giving away free account recovery tools so users could self-diagnose issues.

Read Also: 31% Believe Meta’s Decision to Lower the Age Requirement Would Expose Children to Cyber Bullying

Additionally, 12.2% suggested providing existing customer support staff with additional training and 11.81% suggested hiring more staff.

Importance of Customer Support in Social Media

When it comes to social media, we asked the respondents about the significance of customer service. 44.88% of the respondents said that customer support service is very important in social media, 32.72% said moderately important, and 22.4% said not important at all.