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[Behind the Mask: A community guide to Champions Online]]>http://massively.joystiq.com/2010/03/25/behind-the-mask-a-community-guide-to-champions-online/http://massively.joystiq.com/2010/03/25/behind-the-mask-a-community-guide-to-champions-online/http://massively.joystiq.com/2010/03/25/behind-the-mask-a-community-guide-to-champions-online/#commentsFiled under: , , , ,

Behind the Mask is the new Massively column devoted to everything you might want to know about Champions Online. Fortunately for Massively readers, the guys at UNITY have given me the go-ahead to declassify my stories as a super-powered operative. As a result, we'll be giving you the down and dirty facts that you'll need to make it in the superhero world, as well as bits of news you won't hear anywhere else. Behind the Mask will cover issues related to life in Millennium City as well as detailed info about criminal hotspots around the globe.

Our first column will be a community resource for Champions Online. While there were a fair number of community sites at launch, most of them have suffered from a lack of new content in recent months. The ones that continue to be updated are the best of the best -- ranging from community hubs for roleplayers to detailed info on the game's many missions. If there's one thing to be said about the fans of Champions, it's that they are devoted to their game and eager to put out new content for it.

Continue reading Behind the Mask: A community guide to Champions Online

MassivelyBehind the Mask: A community guide to Champions Online originally appeared on Massively on Thu, 25 Mar 2010 15:00:00 EST. Please see our terms for use of feeds.

Permalink | Email this | Comments]]>alivetarkayneBehind-the-Maskbill-roperchampions-onlinecocommunity-guidecommunity-linkscrypticcryptic-champions-onlinecryptic-cocryptic-studiosfeaturedgm-destraknowledgeKnowledgeBasemillenium-citystormshadeToolsThu, 25 Mar 2010 15:00:00 EST<![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