Sasha Nemtsov
Federal Navy Academy Gallente Federation
149
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Posted - 2016.08.17 15:57:38 -
[1] - Quote
Hi and thanks for the dev blog, it was most enlightening.
My impression of any company has always been based on 2 things; price and customer service. To date, CCP has pleased me in both respects.
But the 2 responses, above, indicate what seems to be at the heart of this matter; good customer service is a hit and miss affair in EVE Online.
Even allowing for the possible differences in the tickets presented to the GMs, there are ways of engaging the customer in a way which mitigates disappointment - and I don't mean the awarding of benefits.
I assume that a single ticket will be handled by an individual GM, in most cases. That person should be in a position to stay in touch with the customer about time-frames, or whatever. Whether your plane is subject to delay, or your train service is cancelled, what gets to most people is not being given any information about it; being left gazing wonderingly at a mute airport/station display board.
You say that simply hiring more GMs is not feasible. How many do you have at present?
Perhaps it's not just about the numbers. In one of your examples you say that some problems (resetting missions?) can be achieved by a simple mouse-click (forgive me if I have that wrong). If that's the case then why is a Game Master doing it, at vast expense and after at least 6 months of training? Is there not room for employees of a less exalted nature to whom could be routed the less demanding tickets?
When I phone my utility companies with a problem, I don't expect to speak to the Chief Technical Officer.
No; however good or bad the game is, the company as a business is only as good as its customer service department - or as bad, of course.
You could do better, no doubt. You must do better if you want a more positive total customer experience.
As I said, I've had no problems with the system. It's clear however that the issue is a lively one. The dev blog and its nod in the direction of transparency were good starting steps. A beginning I'm sure you're committed to developing, with continuous improvement. |
Sasha Nemtsov
Federal Navy Academy Gallente Federation
149
|
Posted - 2016.08.17 18:14:18 -
[2] - Quote
GM Grave wrote: (Some equally fair responses)
Seriously, thank you for your detailed responses.
My perception may not tally with the real situation, of course. I've noticed an increased tendency for CCP to move away (in its communications with the players) from 'don't say anything until you're asked', to 'give them as much information as possible'. This can only be a good thing.
Thanks again; I'll mull over what you've written.
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