Re:Discord bans me for using their official client
by PragmaticPulp on Wednesday November 25, 2020 @06:18PM
(#25215393)
Unfortunately, this same cynicism can creep into the mindsets of the moderation and support teams.
I had to deal with abusive users at a past job. Some of them simply disappeared after we locked their accounts (temporarily, with explanations), but many of them would launch aggressive harassment campaigns at the company. They'd start with support, then attempt to escalate support tickets, then move on to trying to contact management via LinkedIn or guessing e-mail addresses. A surprising number of people would find creative ways to contact our CEO with carefully honed stories claiming innocence. We started removing employee's last names from customer communications after someone started doxxing support employees and arguing with their family members on Facebook.
Those who had social media clout were virtually guaranteed to use it against us. The stories they published were always distortions of the truth with convenient omissions.
The worst part was that after watching this play out 50 times, everyone starts to grow unsympathetic to any complaints. It's a challenge to maintain some empathy and perform diligence on complaints, otherwise you get legitimate errors slipping through the cracks.
I had to deal with abusive users at a past job. Some of them simply disappeared after we locked their accounts (temporarily, with explanations), but many of them would launch aggressive harassment campaigns at the company. They'd start with support, then attempt to escalate support tickets, then move on to trying to contact management via LinkedIn or guessing e-mail addresses. A surprising number of people would find creative ways to contact our CEO with carefully honed stories claiming innocence. We started removing employee's last names from customer communications after someone started doxxing support employees and arguing with their family members on Facebook.
Those who had social media clout were virtually guaranteed to use it against us. The stories they published were always distortions of the truth with convenient omissions.
The worst part was that after watching this play out 50 times, everyone starts to grow unsympathetic to any complaints. It's a challenge to maintain some empathy and perform diligence on complaints, otherwise you get legitimate errors slipping through the cracks.