Automating support for “small-spend” advertisers

Problem: Meta was losing revenue due to account compromise-related churn among small spend  advertisers. Meta also was not scoped to provide customer support for these customers at the time.

Approach: In close partnership with UX research, product design, and product marketing, design team led an automated solution. 

Solution: Automated the steps that a support agent would run a business admin through in real time, but automated the steps using careful conversation design and verification steps to ensure businesses were able to safely regain access to their accounts and begin running ads again.

Results: An estimated $280M/year in retained ad spend.