[color=#8000FF]Our Facebook Support team needs your help! [/color]
As you may know, Waze provides support to users through Facebook chat.
This is a relatively new support channel, launched during 2020.
There are cases where this support team can’t help, but you may be able to!
Which types of cases for example?
When the approaching user speaks a language our team doesn’t
When the approaching user would like to report a map issue
We’d like to ask you - 1. Can our support team direct users to your Facebook page / group?Since those are support requests that came in from Facebook, we’re only able to direct them to other Facebook resources, not outside Facebook, like the Forum, Discord, etc.
2. Is your Facebook page / group active enough to help in such cases? We mean, will a user get a response within 72 hours of posting? (not a strict guideline, just to understand the group’s level of activity)
If your Facebook page / group is public and open to all - color your group’s line GREEN[/*]
If your Facebook page / group is closed or private - color your group’s line BLUE[/*]
Respond in this thread to let us know you’re able to help![/*]
If you answered “no” to one of the questions but would still like to help,
please reply to this thread and let us know which one of the 2 “conditions” your group doesn’t fit with.
Hi! In Brazil we have 26 community pages, one from each State!
But Waze have the official page in Brazil, already in portuguese. Do you need our help in this case? If yes, do you prefer only one page to help or all of them?
Added the Hungarian fb page.
Question: Can we do the same with the official page? Many users contact us about things we can’t really help with. Like lost account or Ads (price, plans etc.). This - to me - sounds more like the cases you can handle.
updating the gas prices…gps fix…navigation to the right side of the road…etc.
The Israeli facebook page is actually the official FB of Waze and it’s managed by Ori from what I recall in the past
The user that needs editing /mapping assistance in Israel should be pointed to the forum and not to the facebook page.
Users who want new features to be developed like navigation to the correct side of the road and other issues that can be resolved by staff should use the official FB page or the Google support link.
I assume you mean Waze’s Official facebook page -
That page is handled by the Marketing team who work hard at keeping the page full of engaging content.
I know people often leave comments asking for help, and I’m not even sure the page’s managers actually respond to those comments asking users to contact us via chat.
If their questions are referred to chat, then the Support team can take them.
So, whenever you get questions for things you can’t help with - of course! Feel free to refer users to the official Waze chat, but please make sure they understand they should create a new Chat message, and not comment on a post ><
Also, I believe the non FB Support team has more resources for helping users. so the main Waze Support Help Center is probably the best place to refer users to.
There are a lot of state channels in the U.S. not on the list. The one I run for Waze Hawaii is a small player, in the scheme of things, but perhaps we need to add more local ones there.
Yes, the Waze USA Facebook page can be used for this purpose and is active with several moderators. Will be easier to send users/issues here and we will funnel from there.
Mexico yes for the help. Also what Szili17 suggest applies for MX. We get a lot of questions on regards blocked accounts, ads, lost ads accounts, people requesting staff contact email or phones to establish a formal alliance, and so on and so on
