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Put “Customer” back in “Customer Service”

STAR WARS: The Old Republic > English > Customer Service
Put “Customer” back in “Customer Service”

dscount's Avatar


dscount
11.26.2012 , 04:03 PM | #1
I work in IT, and I can totally relate to the woes of helpdesk support. That said I'm also more prone to point out the whole reason for "CS" is to help the customer resolve issues. Currently, BW CS is very poorly seen as "Doing Good Work" and needs a face lift on PR Image. Here are some suggestions:

FIX things immediately on the spot – customers can’t see your log files to PROVE they lost things.
  • Need an item reset or replaced? Fine – It’s not a high end piece, here is a new one for free (Benefit of doubt).
  • No Black Hole Commendations from that BUG? BOOM – here they are (less than two days)
  • Your HK-51 doesn’t have gear – no problem, here is a complete set of what he should have. (Not 2+ weeks for patch)
  • I just opened my “Transfer Gift” on my toon that hit 20 and only have a PET and no 25 BH Comm’s – boom here they are in mail instead.
  • You bought a cartel pack, and it had only three items – here is a free one. ($2.50 real money lost here vs. $15 monthly)
  • KEEP Track on the person’s account of “replaced” things so it’s not abused of course.
Stop closing tickets immediately and sending to “Quality Assurance."
  • Biggest issue is lack of communication or follow-up is happening when this happens.
  • Maybe track these bugs in Forums BUG #### is “Known” and close ticket with that detail and link.
  • Keep them open until patched or resolved – Send updates at least weekly
  • Or open a NEW ticket for QA to respond.
  • Close these tickets when the patch to said bug is released with a note to customer to “Open a new one if it repeats."
Communicate with your customers appropriately
  • Closed tickets and no response is bad business.
  • NOT reading tickets or asking questions and closing is bad business.
  • Example: Asking to reset my name since no option exists. (Don’t close ticket explaining Server Transfers don’t exist yet)

I’m not saying to give away stuff to every single person asking for something, but the STONE COLD RESPONSE and auto “NO” or “Quality Assurance” response is no way to keep customers. (At least subscribers) Right now, CS has a terrible reputation both in Forums and online in general and within the MMO community at large. Take some lessons learned from other MMO’s customer support teams maybe? (Never got rejected in WOW for a missing item when it should have shown up – less than two-day response and resolution most of the time as well)

Bottom Line: The cheaper you are with not replacing/giving away minor things ASAP the more negative impact you have with paying customers. I've lost a LOT of items because of bugs on BW's side and very few resolutions. (I'm watching more and more people leaving SWTOR due to lack of good CS - please fix this and you have chance to keep a few more around) - GIVE the CS Teams permissions to grant more items quickly!
Sage/Sorc Gate 2013 Combat DEV LOL Responses:
"...you must play defensively and make them pay for trying to kill you."
"...require a higher skill level than many players are comfortable with."

MyraTynomi's Avatar


MyraTynomi
11.26.2012 , 04:16 PM | #2
YES! YES! YES!

This is exactly what is annoying me. I sub, but when my crafting schematics are disappearing, and lots of people have reported this, and it is not even mentioned or replied to by staff anywhere, in game or forums (except in the german forums) it is highly frustrating!

I don't mind so much that there IS a bug, what I mind is the lack of communication from BW. Before they had a decent turn around time, and I haven't had many problems with it... But this is a pretty high priority bug, and it's not getting any acknowledgement? It's just weird and REALLY bad for customer retention!

donnjon's Avatar


donnjon
11.26.2012 , 08:27 PM | #3
I've been with this game since the beginning and I don't think I've ever recived anything other then the canned replys. Every ticked is closed without anyone talking to me or anythign beeing done. And those pregenerated reply and not only pointless and lots of times have nothing to do with the problem but are extremely annoying as well. This is a good game, but the Cs is never going to let it go beyond it with out something changeing.

Lustephelon's Avatar


Lustephelon
11.26.2012 , 09:50 PM | #4
2 thumbs up..

<--15 + years in customer facing techsupport

Jamtas's Avatar


Jamtas
11.26.2012 , 10:03 PM | #5
Here here

symke's Avatar


symke
11.27.2012 , 02:01 AM | #6
Thank you for your effort in trying to helping this excuse of a CS. Sadly, I think none of what you said, or very little will happen. They just don't care.
Either they get way too much salary and they don't give a frek about us, or there isn't a single one in their department with back bone to step up and alert their brass of this PR fiasco.

Radzkie's Avatar


Radzkie
11.27.2012 , 02:27 AM | #7
I would just like to see CS ACTUALLY READ the tickets sent to them before answering. That would be a huge "lift" in my opinion. When they don't read it, it clearly shows that they do not give a ****.

SithLady's Avatar


SithLady
11.27.2012 , 02:33 AM | #8
I support these ideas u have listed. Unfortunately, I doubt any of this matters to the rich cluster ****'s running this game. GREAT ideas and nothing outrageous. well said
Wrathan - TRM Guild Leader / Sorcerer / Bloodlocke / Scarlett'umbra

Quote:
Actually i'm pretty sure that Sunday is the designated "Crash Harbinger Day" for EAware - iSolarPanda

DeludedAussie's Avatar


DeludedAussie
11.27.2012 , 02:38 AM | #9
Yep, I'm all for this. I've currently had to open up a second ticket For the same problem due to the ticket being closed and the answer had nothing to do with my issue (Have a Bound item issue, Got an answer saying There is no Refund on claimed cartel items. Nothing to do with the issue I have)