Massively http://massively.joystiq.com Massively http://www.blogsmithmedia.com/http://massively.joystiq.com/media/feedlogo.gif Massively http://massively.joystiq.com en-us Copyright 2012 Weblogs, Inc. The contents of this feed are available for non-commercial use only. Blogsmith http://www.blogsmith.com/<![CDATA[How do you support players that don't trust your support?]]>http://massively.joystiq.com/2009/06/30/how-do-you-support-players-that-dont-trust-your-support/http://massively.joystiq.com/2009/06/30/how-do-you-support-players-that-dont-trust-your-support/http://massively.joystiq.com/2009/06/30/how-do-you-support-players-that-dont-trust-your-support/#commentsFiled under: , , , , , ,


Let's face facts -- people don't like admitting that they don't know something or need help. They'd rather hammer at the problem until they solve it themselves, or they'd rather ask a trusted friend for help. Kids are super guilty of this, as they'd rather not tell an adult when they can't do something themselves.

So how do you work with kids when you're the support staff of their favorite game?

Steve Wilson, customer service manager of FusionFall, decided to do some digging with support groups to find what they could do better in their customer support. What did he find out? Simplicity is key -- something that goes way beyond just the 8 to 13-year-old demographic.

Customers don't want to be railroaded through a knowledgebase, nor sent to be put on hold with phone support. They'd rather perform a quick in-game chat to have their problems solved.

He also found out that players would rather consult with other players than a member of a support team, which is why why FusionFall puts such a strong emphasis on their community forums and the support section. Players can ask questions of their fellow players while a support agent can chime into the threads when necessary. It maximizes the agent's time, and it allows the player to feel comfortable. A win-win all around!

[Via Parature]

MassivelyHow do you support players that don't trust your support? originally appeared on Massively on Tue, 30 Jun 2009 17:00:00 EST. Please see our terms for use of feeds.

Read | Permalink | Email this | Comments]]>ccrcustomer-supportfusionfallhelpknowledgebasephone-supportquestionssupportTue, 30 Jun 2009 17:00:00 EST<![CDATA[Codemasters to close US service for RF Online]]>http://massively.joystiq.com/2008/10/03/codemasters-to-close-rf-online/http://massively.joystiq.com/2008/10/03/codemasters-to-close-rf-online/http://massively.joystiq.com/2008/10/03/codemasters-to-close-rf-online/#commentsFiled under: , , , ,


If you're a fan of RF Online, you may be saddened to hear that Codemasters Online will be closing down operations of the sci-fi MMO on November 10th of this year. This closing will affect both North America and Europe. According to the official website, the game's license is set to expire shortly, and Codemasters and Korean developer CCR could not agree on any terms to keep the game alive.

This game, while not wildly popular, did make history as one of the first Eastern-style MMOs to make it to the Western market. It's also the first MMO serviced by Codemasters, who has since gone on to publish such hits as Lord of the Rings Online and Dungeons and Dragons Online in Europe. For more information on the closing of RF Online, check out the game's official Closing FAQ.

MassivelyCodemasters to close US service for RF Online originally appeared on Massively on Fri, 03 Oct 2008 12:00:00 EST. Please see our terms for use of feeds.

Read | Permalink | Email this | Comments]]>ccrclosingcodemasterskoreanrf-onlinesci-fishutting-downFri, 03 Oct 2008 12:00:00 EST