[donofrip]

I think the idea of suing for only a dollar is to show that it isn't about the money. I can relate to the frustration experienced when you can't get in touch with a human being through a website--especially when its a non-web based company.

I doubt FB would setup a call center--imagine the call volume! That said, maybe an online chat with a support person? Or an open chat forum to ask questions to other users with a few FB specialist who are also available?

Maybe they already have this... I have no idea.

[jcr]

When you get to a scale of hundreds of millions of users, providing support must be an absolute nightmare. I'm really not sure how it could be done effectively. On the other hand, it is a fascinating problem to ponder.

[donofrip]

One might argue there is a market for a product that could deliver a solution to this problem... A company could provide a drop-in solution to sites that requires little overhead to manage. Is there anything out there like this now?

I'm partial to the idea of an open chat room with users providing insight (a wiki-sort of solution). We use this in internal chat channels at my bank. It is helpful because you can pose a question (ex. how can I do X in excel) to a "room" full of experts in the particular subject (ex. an excel specific chat).

Love to hear other ideas.