Posts tagged customer-support 
Anti-Aliased: The customers aren't always right, but they should be supported
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 ...
How do you support players that don't trust your support?
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 ...
The suit of Square-Enix spam
When reporting this story, the sentence, "Never give your e-mail to anyone you don't trust," seems to come to mind. A Japanese man was bombarded with account re-registration e-mails from Final Fantasy XI's PlayOnline launcher, eventually bringing him to the point where he called Square-Enix and ...
Rumor: Mythic layoffs hit QA, playtest and customer support
Speculative information is coming down the vine via Joystiq that Electronic Arts' new cost-cutting initiative has "cost" Warhammer Online roughly 21 customer support staff, half of its QA department and all of it's playtesting group. According to EA, they currently has no plans to make any ...
Why the industry should care about their customer service
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 ...
Phishing attempt targets EVE Online subscribers
They're baaack. The phishing emails targeting EVE Online players, that is. While you're sound asleep dreaming of your next Machariel, or thrashing about in a nightmare about that last pod killing, there are legions of very bad men seeking to crack open your EVE Online account and liquidate your ...
The many faces of Community Management
Have you ever submitted a bug report, petitioned a GM or posted a message on an official forum? If so, then you've interacted with a game's community team in one way or another. This is probably not news to you, but were you aware of the distinct departments that make up a community team and how ...
EVE dev blog charts much improved customer support experiences
Long petition queues, particularly related to expansions, has long been a problem in EVE Online. These long waits may very well be a thing of the past, according to GM Nova, Senior Game Master for EVE Online. GM Nova's latest dev blog, "Such stuff as dreams are made on," deals with the deployment ...
CCP Games outlines GM hierarchy in EVE Online
The latest EVE Online dev blog comes from GM Zhainius, who writes about customer support at CCP Games. Over the 5 years EVE Online has been running, the GM staff has answered millions of petitions in addition to writing articles and guides. But their work is typically in the background; it's the ...
Age of Conan's Jorgen Tharaldsen addresses game issues
Jon Wood from MMORPG.com recently interviewed Funcom's Product Director Jorgen Tharaldsen about some of the issues affecting gameplay in Age of Conan. The interview was primarily focused on customer service issues, and hopefully provides a good indicator as to how things are improving in AoC. Some ...
