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Reader Comments (4)

Posted: Jun 30th 2009 5:38PM Angelworks said

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Support management is sadly the biggest hurdle to providing good support. Most manage by spreadsheets and Visio, and the problem with that is - its too impersonal. For example they may have some metric that says x amount of calls per day, handled in y amount of time within z amount of time when the case enters the queue. The problem is that it assumes every single incident is exactly the same and can be handled with ease in the same amount of time all the time - which isn't true at all.

I think when people start fearing or dreading support they lose confidence in the product, and if an alternative arises they are generally more willing to switch.

Posted: Jun 30th 2009 11:54PM (Unverified) said

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I'm 25, and I prefer in-game chat support as opposed to calling or emailing support lines. Logic behind MMO customer support at times is half-assed and faulty.

Posted: Jul 1st 2009 6:19AM (Unverified) said

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The biggest problem is that support entails an inevitable 24 hour wait in between every single contact.

1. Send email
(24 hours)
2. Receive response that provides basic information copied directly from the knowledgebase
3. Send email
(24 hours)
4. Recieve email to clarify your issue
5. Send email
(24 hours)
6. Receive email with possible fixes
(continue if required)

The better question is who would want to contact support knowing the collosal time-sink it is when there are other users who can provide instant feedback.

Posted: Jul 1st 2009 11:49AM Anatidae said

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Uh. People trust good customer support. People distrust bad customer support. It is not like MMO support is anything more special than the thousands of other support types out there. If your customers have a problem, you make it easy for them to get it resolved.

Most MMOs fail HUGE in customer support. If I am willing to wait 2-5 minutes, I can get support on my cell phone, my ISP connection, almost all of my non-gaming computer software, my computer hardware, etc... And granted, the majority of the time I am talking to someone walking me through a checklist instead of listening to my problem, but I still can talk to someone.

MMOs, on the rare instances I fill out a ticket... I *might* hear back within 24 hours. But I never expect an answer. Pretty bad support there.

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