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[Community Detective Issue #24: Need for Speed World]]>http://massively.joystiq.com/2011/06/14/community-detective-issue-24-need-for-speed-world/http://massively.joystiq.com/2011/06/14/community-detective-issue-24-need-for-speed-world/http://massively.joystiq.com/2011/06/14/community-detective-issue-24-need-for-speed-world/#commentsFiled under: , , , , , , , ,

Thus far, Community Detective has stayed on the straight and narrow course of fantasy MMORPGs during its brief existence. Sure, I've taken the occasional detour into sci-fi, superhero, and quasi-historical territory, but the majority of the column's first 23 issues were -- like the genre itself -- largely concerned with sorcerers, scantily-clad he-men, and sword-related violence.

This week I'd like to break out of that mold for a bit and examine a title based in the real world (or more accurately, Electronic Arts' approximation of the real world). To borrow a quote from dear old '80s cinema: I feel the need, the Need for Speed World.

Continue reading Community Detective Issue #24: Need for Speed World

MassivelyCommunity Detective Issue #24: Need for Speed World originally appeared on Massively on Tue, 14 Jun 2011 18:00:00 EST. Please see our terms for use of feeds.

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Community Detective banner - Xsyon
Welcome back, intrepid readers. After a bit of a hiatus, Community Detective is back on the case (that case being the chronicling of various MMORPG communities and customer service experiences).

When I left off a few weeks ago, I'd just completed a whirlwind tour of DC Universe Online -- the PC and console versions -- and this week's issue couldn't be more different. We're talking polar opposites here, as Notorious Games' Xsyon sandbox is everything that DCUO is not (although the two titles do share half-baked chat functionality).

I'll be honest here: I tend to cut sandboxes an inordinate amount of slack because a) I love them, and b) they've been relegated to second-class citizen status on account of the casual MMORPG explosion. Join me after the cut as I attempt to maintain some semblance of objectivity while recounting a couple weeks' worth of Xsyon community and customer service adventures.

Continue reading Community Detective Issue #20: Xsyon [Updated]

MassivelyCommunity Detective Issue #20: Xsyon [Updated] originally appeared on Massively on Tue, 12 Apr 2011 14:30:00 EST. Please see our terms for use of feeds.

Permalink | Email this | Comments]]>communitycommunity-detectivecommunity-pollingcommunity-questionscsrcustomer-servicefeaturedgmhands-onpost-apocalypticsandboxsci-fitahoe-basinxsyonTue, 12 Apr 2011 14:30:00 EST<![CDATA[Community Detective Issue #14: A conversation with SOE customer service]]>http://massively.joystiq.com/2010/12/07/community-detective-issue-14-a-conversation-with-soe-customer/http://massively.joystiq.com/2010/12/07/community-detective-issue-14-a-conversation-with-soe-customer/http://massively.joystiq.com/2010/12/07/community-detective-issue-14-a-conversation-with-soe-customer/#commentsFiled under: , , , , , , , , , , , ,


Welcome back folks, and yes it is time for the latest installment of Community Detective. Last week I did a bit of a departure from the general column format by interviewing Funcom Customer Service Manager Edward Walsh III. This week, I'm doing something similar, but the spotlight is shifting to Sharon Morris, Director of Customer Service for Sony Online Entertainment.

Join me after the cut for an exclusive peek behind the curtain of the customer service apparatus at SOE, as we talk about breaking into the industry, the SOE Guide program, and more.

Continue reading Community Detective Issue #14: A conversation with SOE customer service

MassivelyCommunity Detective Issue #14: A conversation with SOE customer service originally appeared on Massively on Tue, 07 Dec 2010 09:00:00 EST. Please see our terms for use of feeds.

Permalink | Email this | Comments]]>Clone-Wars-Adventurescommunity-detectivecommunity-pollingcsrcustomer-servicecwaeqEQ2EQIIeverquestEverQuest-2everquest-iiexclusivefeaturedfree-realmsinterviewinterviewsopinionsharon-morrissoeSony-Online-Entertainmentstar-wars-galaxiesswgvanguardTue, 07 Dec 2010 09:00:00 EST<![CDATA[Community Detective Issue #13: A conversation with Funcom customer service]]>http://massively.joystiq.com/2010/11/23/community-detective-issue-13-a-conversation-with-funcom-custom/http://massively.joystiq.com/2010/11/23/community-detective-issue-13-a-conversation-with-funcom-custom/http://massively.joystiq.com/2010/11/23/community-detective-issue-13-a-conversation-with-funcom-custom/#commentsFiled under: , , , ,


Welcome back, dear readers, to Massively's Community Detective. This week's issue is going to be a wee bit different, devoid of the community questions and customer service tickets that I usually discuss. While I've examined quite a range of titles over the column's first 12 installments, I've yet to present things from the perspective of the folks who actually answer your cries for help.

Community Detective will continue to probe the scary depths of various game communities going forward, but I'll also occasionally take time to talk to the folks behind the screen in order to give a clearer picture of the whole. Without further delay, join me after the break for a question-and-answer session with Funcom Customer Service Manager Edward Walsh III.

Continue reading Community Detective Issue #13: A conversation with Funcom customer service

MassivelyCommunity Detective Issue #13: A conversation with Funcom customer service originally appeared on Massively on Tue, 23 Nov 2010 15:00:00 EST. Please see our terms for use of feeds.

Permalink | Email this | Comments]]>age-of-conanaoccommunity-detectivecommunity-pollingcsrcustomer-service-manageredward-walshedward-walsh-iiifeaturedfuncominterviewInterviewsopinionTue, 23 Nov 2010 15:00:00 EST<![CDATA[Massively's Community Detective, Issue #2: Darkfall and EVE Online]]>http://massively.joystiq.com/2010/07/27/massivelys-community-detective-issue-2-darkfall-and-eve-onli/http://massively.joystiq.com/2010/07/27/massivelys-community-detective-issue-2-darkfall-and-eve-onli/http://massively.joystiq.com/2010/07/27/massivelys-community-detective-issue-2-darkfall-and-eve-onli/#commentsFiled under: , , , , , , ,


"We hope you understand that there's nothing we can do at the moment," says the support email we just received from Aventurine, developers of Darkfall. Not exactly what you want to hear from customer service, is it?

Welcome to another issue of Massively's Community Detective, where we're primed and ready to take you into the trenches of MMORPG community and customer service. This week we've got full-blown battlefields complete with land mines, dismemberment, e-peen waving, and all the other things you've come to know and love about PvP. Yes, we're delving into the world of Darkfall, and if that's not enough for you, we'll also be heading for the heavens in a very different (but equally cutthroat) PvP sandbox called EVE Online.

Join us after the cut to see how these two titles fared in terms of community and customer service support.

Continue reading Massively's Community Detective, Issue #2: Darkfall and EVE Online

MassivelyMassively's Community Detective, Issue #2: Darkfall and EVE Online originally appeared on Massively on Tue, 27 Jul 2010 13:00:00 EST. Please see our terms for use of feeds.

Permalink | Email this | Comments]]>aventurineccpCCP-Gameschatcommunity-detectivecommunity-investigationscommunity-managercsrcustomer-servicedarkfalldarkfall-onlineeveeve-onlineeve-universityfeaturedincarnaopinionpugpugspvpsandboxTue, 27 Jul 2010 13:00:00 EST<![CDATA[Anti-Aliased: The customers aren't always right, but they should be supported]]>http://massively.joystiq.com/2010/05/27/anti-aliased-the-customers-arent-always-right-but-they-should/http://massively.joystiq.com/2010/05/27/anti-aliased-the-customers-arent-always-right-but-they-should/http://massively.joystiq.com/2010/05/27/anti-aliased-the-customers-arent-always-right-but-they-should/#commentsFiled under: , , , ,

The customer isn't always right. Trust me, I know, I use to work at GameStop. *shivers at the thought of pushing reserves* Sometimes, the customer is wrong -- dead wrong -- but that doesn't mean the customer shouldn't be supported and appreciated.

Customer support is one of those areas of MMO games that often goes overlooked when it goes right, or put under a spotlight when it goes wrong. There is no middle ground with that department, and the many good people who put long hours into making sure your account properly works don't get enough thanks

Well, let's fix that. Today I want to talk about two recent interactions I've had with customer support, but I also want to address a few issues that I have with the system as well.

Continue reading Anti-Aliased: The customers aren't always right, but they should be supported

MassivelyAnti-Aliased: The customers aren't always right, but they should be supported originally appeared on Massively on Thu, 27 May 2010 18:00:00 EST. Please see our terms for use of feeds.

Permalink | Email this | Comments]]>account-managementaccount-serviceaccount-servicesbanningsblizzardcsrcustomer-servicecustomer-supportcustomer-support-representativefeaturedgame-mastergmguild-warsgwopinionworld-of-warcraftwowThu, 27 May 2010 18:00:00 EST<![CDATA[WAR Grab Bag No. 9: It's the CSRs time to shine]]>http://massively.joystiq.com/2009/01/31/war-grab-bag-no-9-its-the-csrs-time-to-shine/http://massively.joystiq.com/2009/01/31/war-grab-bag-no-9-its-the-csrs-time-to-shine/http://massively.joystiq.com/2009/01/31/war-grab-bag-no-9-its-the-csrs-time-to-shine/#commentsFiled under: , ,

In stark contrast to the extremely in-game-oriented Grab Bag No. 8, Grab Bag No. 9, the "CS Special", focuses on interactions with the game's CSRs. The Customer Service team put together a list of some of the questions they see on the job and then answered them in detail, so that maybe, just maybe, a handful of players will find out what they needed to know and not have to bother them.

Some of the answers are quite interesting. For example, did you know that you can't check whether a player you appealed for exploiting ended up getting banned, due to privacy policies? If you really hate them, perhaps you should send along some extra complaints to make sure your dirty work is carried out -- okay, that sort of goes against the spirit of the Grab Bag to make less work for the CSRs, so let's not do that. Only if you really really hate them.

In all seriousness, the Grab Bag does give some good insight into exactly what the CS team can do for you, and how to approach certain issues. Make sure to check it out before you file your next appeal.

MassivelyWAR Grab Bag No. 9: It's the CSRs time to shine originally appeared on Massively on Sat, 31 Jan 2009 16:00:00 EST. Please see our terms for use of feeds.

Read | Permalink | Email this | Comments]]>cs-specialcsrcustomer-servicecustomer-service-representativeea-mythicelectronic-artsgrab-baggrab-bag-9grab-bag-no-9mythicmythic-entertainmentwarwar-grab-bagwarhammerwarhammer-onlineSat, 31 Jan 2009 16:00:00 EST<![CDATA[Teenager arrested for making suicide threat to Blizzard rep]]>http://massively.joystiq.com/2009/01/01/teenager-arrested-for-making-suicide-threat-to-blizzard-rep/http://massively.joystiq.com/2009/01/01/teenager-arrested-for-making-suicide-threat-to-blizzard-rep/http://massively.joystiq.com/2009/01/01/teenager-arrested-for-making-suicide-threat-to-blizzard-rep/#commentsFiled under: , ,

In a sad bit of news to start the new year, it would appear that a teenager in Fairfield Township, Ohio, was taken into custody yesterday for falsely claiming that he would commit suicide if a Blizzard support representative did not give in to his request. The young man, who remains nameless due to being underage, was arrested for "inducing panic" which carries a first-degree misdemeanor charge according to the Middletown Journal.

The young man was chatting with a Blizzard rep and made the statement that he was "suicidal and that the game was the only thing that he had to live for." Whether or not this was World of Warcraft or a Battle.net account was not disclosed, but even still, it has raised the question in a few circles if Blizzard was beyond the bounds in bringing the police into this situation - or why the police might arrest someone for it.

Continue reading Teenager arrested for making suicide threat to Blizzard rep

MassivelyTeenager arrested for making suicide threat to Blizzard rep originally appeared on Massively on Thu, 01 Jan 2009 16:00:00 EST. Please see our terms for use of feeds.

Read | Permalink | Email this | Comments]]>blizzardcompany-policycsrcustomer-servicefalse-alarmfeaturedlegal-repercussionsopinionpolicesuicidesuicide-threatthreatthreatsThu, 01 Jan 2009 16:00:00 EST<![CDATA[Why the industry should care about their customer service]]>http://massively.joystiq.com/2009/01/01/why-the-industry-should-care-about-their-customer-service/http://massively.joystiq.com/2009/01/01/why-the-industry-should-care-about-their-customer-service/http://massively.joystiq.com/2009/01/01/why-the-industry-should-care-about-their-customer-service/#commentsFiled under: , ,

One of the long standing traditions of the industry has been to look at MMOs from the perspective of every other game on the market. We treat our online worlds the same as we treat our single-player experiences, which means we seem to forget that the customer still exists after they have picked up the game and are now sitting down to play it.

In a traditional "selling boxes" industry, where people can get away with selling a game and have that be the end of it, MMOs walk the path of a service rather than a product. Getting a user to buy the game isn't the goal, it's the beginning of the process. And to that end, one deparment can make or break a user's experiences with a game when troubles begin to come down the line -- customer service.

Adam over at T=Machine has written an amazingly in-depth piece on why the MMO industry needs to change up their approach to this neglected department and how good customer service is basically an open path to free word-of-mouth marketing. It takes a great analysis of the current approach and remodifies it to better handle the service model of selling a game rather than the box pushing model. It's a long post, but close to mandatory reading if you're interested in the theory of business

MassivelyWhy the industry should care about their customer service originally appeared on Massively on Thu, 01 Jan 2009 15:00:00 EST. Please see our terms for use of feeds.

Read | Permalink | Email this | Comments]]>business-modelsbusiness-theorycsrcustomer-servicecustomer-supportindustryservicetmachineThu, 01 Jan 2009 15:00:00 EST<![CDATA[EA Mythic looking for WAR customer service monkeys]]>http://massively.joystiq.com/2008/06/11/ea-mythic-looking-for-war-customer-service-monkeys/http://massively.joystiq.com/2008/06/11/ea-mythic-looking-for-war-customer-service-monkeys/http://massively.joystiq.com/2008/06/11/ea-mythic-looking-for-war-customer-service-monkeys/#commentsFiled under: , ,

Are you a glutton for punishment? Do your friends and family often remark about how rewarding it is to berate you with insults and make nonsensical demands that far outstrip your capacities to fulfill? Do you have exceptional attention to detail, with encyclopedic knowledge of the proper bust sizes for a game's various races? If you answered yes to these questions, we might have a position for you!

According to a message sent out via the Warhammer Herald, EA Mythic is looking to hire some trustworthy Warhammer Online CSRs to start working in the Fairfax, VA facility starting this August. The listing makes mention of benefits and opportunity for growth, which is frankly more than we were expecting from a company that was gobbled up by the EA monolith not long ago. (As you might remember, EA has a less than stellar reputation for treating its employees well.) In any case, if any of you Massively readers gets the job, be sure to regale us all with your tales misfortune and lunacy!

MassivelyEA Mythic looking for WAR customer service monkeys originally appeared on Massively on Wed, 11 Jun 2008 19:30:00 EST. Please see our terms for use of feeds.

Read | Permalink | Email this | Comments]]>csrcustomer-serviceeaea-mythicjobkellywarhammer-onlineWed, 11 Jun 2008 19:30:00 EST