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Author	Thread Statistics \| Show CCP posts - 5 post(s)
Imajihad ju	Posted - 2007.08.14 07:00:00 - [1] What kind of behavior would you the EVE population like to see from the petition and eve-o moderation team that you think would improve the quality of the customer support offered by CCP? The admitted problem with some of my suggestions is that they could lengthen the response time. Personally I'd find the increase in personalization worth it. A few ideas in my mind, mainly concerning the petition system. 1) Tailored responses rather than copy and paste. I've helped design customer service centers and their scripts. I know the benefit of copy and pasted responses. I also know we highly encouraged the customer service reps to modify the copy and pasted responses to the specific customer so as to increase the sense of personal service. This took a bit more time than simply reading the script or copying and pasting into the email client but it took a whole lot less time than a fully custom answer and provided people with a better feeling about the experience. 2) GM/Moderation interaction with a player that has already been responded to should be on a higher priority than an unanswered petition. Once something has been responded to any further questions need to be addressed quickly so as to settle the issue. At no time should the follow-up response take more time than the initial response to the petition. Once someone has been responded to they generally expect to be responded to again quickly. Whether this is fair or not is somewhat besides the point in customer service. Goal is to make the customer feel as happy about the interaction as possible, whether you do what the customers want or not. 4) An automated response system that gives you an estimation for how long it will take before your petition is responded to. This shouldn't be that hard to do. If they've got software that does a pretty good job at predicting wait times for something as variable as a call center then the petition system can likely be estimated fairly accurately as well. Keep track of the total number of unanswered petitions. How long it takes to respond to each petition on average. How many get handled a day etc... Take the expected time, multiply it by 1.3 or so and send off an eve-mail to the player stating 'We appreciate your concern and will respond to your petition as soon as possible. Based on the current load we don't expect to be able to respond for insert days. We apologize for the inconvenience." Remember this is customer service. You always apologize. Whether you should or not. 5) Random oversight. Everyone 1 in 20, 50 or 100 petition responses should get sent to a senior GM for analysis before being sent to the player. Simply to make sure petitions are being responded to properly/appropriately. Call centers tend to have active live monitoring, CCP customer support should have the equivalent. 6) Institute a cost to the petition system for the love of god. Make it an isk cost, an SP cost, a dollar cost, a time cost. Make it cost something to try and stop frivolous petitions. Ok this may be too much, But I can dream. Some of these measures may already be in place without us knowing. If they are then obviously I withdraw the comment. I'm prompted to write this because the almost universally negative feedback I've gotten from corp mates and my few personal experiences with the petition system since I began EVE. I won't bother including a specific example because apparently doing so means you only want to whine about it and try to get the GMs to respond faster. In fact I'm not even going to post this using my main so as to completely avoid any accusation of trying to get a petition responded to faster. This thread is meant to be constructive. It is not supposed to be tales of woe about your specific incident or about how quickly the GMs gave you your CNR back. Replys should hopefully either be specific recommendations to improve the customer service experience or things that they currently do that you like.
Stahlregen GoonFleet GoonSwarm	Posted - 2007.08.14 07:04:00 - [2] Maybe hiring GM's that aren't universally agreed to be ******* stupid?
Vincenzo Delloro Amarr Lux et Veritas	Posted - 2007.08.14 07:20:00 - [3] A post I can actually agree with from someone who genuinely knows what they're talking about. Bravo! I'd like to see all of these suggestions considered by CCP (if something similar hasn't already been implemented.) Now on the other hand, about your name...
Alex Cash Infinity Enterprises Interstellar Alcohol Conglomerate	Posted - 2007.08.17 06:10:00 - [4] I must say that I whole heartedly agree with this post. These are rational and reasonable suggestions that would not be onerous to implement at all. As it stands now, the petition system is a mess and needs a serious overhaul and these suggestions are by far the best I've seen. The cost is an interesting idea in my opinion, a potential hornet's nest, but one worth examining I think. There should be some way to prevent frivolous petitions. Perhaps an ISK cost associated with a petitioned deemed frivolous (and then also deemed to be so by a senior GM)? So filing a petition in and of itself is free, but if two people (a junior and a senior GM) agree that it shouldn't have been filed, then there is some penalty attached to that.
Cornucopian Gallente Dutch Omega United Freemen Alliance	Posted - 2007.08.17 08:40:00 - [5] excellent post. ----------------------------------------------- "Yes... I sleep with my myrmidon. It's nothing to be ashamed of!"

CCP Wrangler	Posted - 2007.08.17 10:15:00 - [6] Number 1 has been discussed currently, it is something we're trying to do, but it's also a question of response time. The more modification the slower response time to all petitions. The response time to follow up questions should be faster since the petition is being worked on at the time, I guess that some cases may require looking into which may make it slower. But a petition that has recieved an answer isn't thrown back to the end of the queue before it gets another answer. Number 4 sounds like a good idea, I don't know if it has been brought up already but I know that when I stand in a queue at some stores they do have a system telling you how long it will take and I know I appreciate that. Part of the senior GMs job is to lead their team of GMs, so while a petition isn't formally sent to the senior GM queue they do look over petitions handled by other GMs. Number 6 is too much, sorry, but we can't charge ISK for Customer Support. Wrangler Community Manager EVE Online Contact Support - Contact Moderators - Report Bug - Submit News Leads - Knowledge Base Player Guide - Policies - Join ISD - Fan Submissions - DevFinder LiteÖ

Jim McGregor	Posted - 2007.08.17 10:17:00 - [7] Originally by: CCP Wrangler Number 4 sounds like a good idea, I don't know if it has been brought up already but I know that when I stand in a queue at some stores they do have a system telling you how long it will take and I know I appreciate that. Me too - so I can get the hell out of there and spend my 20 minutes somewhere else. --- Originally by: CCP Wrangler You're not supposed to feel like you're logging in to a happy, happy, fluffy, fluffy lala land filled with fun and adventures, thats what hello kitty online is for.

CCP Wrangler	Posted - 2007.08.17 10:19:00 - [8] Originally by: Jim McGregor Originally by: CCP Wrangler Number 4 sounds like a good idea, I don't know if it has been brought up already but I know that when I stand in a queue at some stores they do have a system telling you how long it will take and I know I appreciate that. Me too - so I can get the hell out of there and spend my 20 minutes somewhere else. Systembolaget for you too? Wrangler Community Manager EVE Online Contact Support - Contact Moderators - Report Bug - Submit News Leads - Knowledge Base Player Guide - Policies - Join ISD - Fan Submissions - DevFinder LiteÖ

Jim McGregor	Posted - 2007.08.17 10:20:00 - [9] Edited by: Jim McGregor on 17/08/2007 10:24:08 Originally by: CCP Wrangler Systembolaget for you too? Of course. We dont have much choice, do we? :) --- Originally by: CCP Wrangler You're not supposed to feel like you're logging in to a happy, happy, fluffy, fluffy lala land filled with fun and adventures, thats what hello kitty online is for.
Miriyana Gallente BeyondXtreme	Posted - 2007.08.17 10:25:00 - [10] Originally by: Jim McGregor Edited by: Jim McGregor on 17/08/2007 10:24:08 Originally by: CCP Wrangler Systembolaget for you too? Of course. We dont have much choice, do we? :) Hehe, at least you have Piratpartiet - - - - - - Change just leads to more problems Originally by: CCP Wrangler Oh please no, I've had enough with real world taxes, and dealing with the tax agency. No more taxes!!
Jim McGregor	Posted - 2007.08.17 10:40:00 - [11] Originally by: Miriyana Originally by: Jim McGregor Edited by: Jim McGregor on 17/08/2007 10:24:08 Originally by: CCP Wrangler Systembolaget for you too? Of course. We dont have much choice, do we? :) Hehe, at least you have Piratpartiet Well, personally I dont like their views on most things, except the file sharing one. Putting a kid in dept for the rest of his life because he shares some movies online is about as wrong as it can be. Luckily the swedish laws are at least a lot better than the american ones. They are sharing a movie, people. They are not about to blow up the white house. Ok? :) I think this thread has been derailed enough now... sorry. --- Originally by: CCP Wrangler You're not supposed to feel like you're logging in to a happy, happy, fluffy, fluffy lala land filled with fun and adventures, thats what hello kitty online is for.
Fenren	Posted - 2007.08.17 10:40:00 - [12] Originally by: Miriyana Originally by: Jim McGregor Edited by: Jim McGregor on 17/08/2007 10:24:08 Originally by: CCP Wrangler Systembolaget for you too? Of course. We dont have much choice, do we? :) Hehe, at least you have Piratpartiet and one of the worlds biggest inporter of alcohol I like systembolaget's large selection.
Aramendel Amarr Coreli Corporation	Posted - 2007.08.17 10:43:00 - [13] A current, more specific problem with costumer support is the reimbusement. The results of reibusement petition results are highly variable, even for people who petitioned the same thing. This seems generally because of lazyness (or "faster petition response" ) because some GMs do not bother to check logs and either alway decline or always reimbuse. Which frankly kills the trust into the system. Of cource, people unhappy about the system are louder than people who have no problems, but I can honestly say I cannot remember when I've seen someone saying he ISN'T the opinion that reimbusement petitions are essentially a lottery. There needs to be a better "quality control" there. Not only about how GMs handle their petitions, but also about players. Right now there is no penality whatsoever to petition every single shiploss no matter if it was legit or not - and some people are doing exactly that.
Gaia Thorn Infestation.	Posted - 2007.08.17 10:44:00 - [14] Im gobsmacked. Didnt know systembolaget had gone international ? Or is wrangler a swede ??? Your signature exceeds the maximum allowed filesize of 24000 bytes -Valorem ([email protected])
Jim McGregor	Posted - 2007.08.17 10:44:00 - [15] Originally by: Gaia Thorn Or is wrangler a swede ??? He is. Stone him! --- Originally by: CCP Wrangler You're not supposed to feel like you're logging in to a happy, happy, fluffy, fluffy lala land filled with fun and adventures, thats what hello kitty online is for.
Gaia Thorn Infestation.	Posted - 2007.08.17 10:47:00 - [16] /me brings the pitchfork and the tar. Your signature exceeds the maximum allowed filesize of 24000 bytes -Valorem ([email protected])

CCP Morpheus	Posted - 2007.08.17 10:52:00 - [17] FW'ed to Lead GM's. -CCP Morpheus

Gaia Thorn Infestation.	Posted - 2007.08.17 10:59:00 - [18] the idea of tar and feathers or the suggestions ? Your signature exceeds the maximum allowed filesize of 24000 bytes -Valorem ([email protected])
Devilish Ledoux Caldari Jericho Fraction The Star Fraction	Posted - 2007.08.17 11:06:00 - [19] If I could give one word of advice to the GMs, that word would be "consistency". There have been entire fights where a number of people (on both sides) have had the game go sideways on them, yet some will get their petitions denied while others will get shiny new ships. I'm sure we can all agree that, if two players have the same problems under virtually the same circumstances, even two different GMs handle their issues, the two players should receive the same quality of service and (unless the devil is in the details) the same final answer. And if I could give a lot of words of advice, I'd say that there's a thread over on Scrapheap Challenge that's definitely worth a read ... provided you have thick skin. _ Never believe anything until it has been officially denied.
Sin Meng Gallente Helios Incorporated	Posted - 2007.08.17 11:08:00 - [20] Originally by: Gaia Thorn the idea of tar and feathers or the suggestions ? I would hope the latter. ------------------------- EVE is a sandbox with land mines, deal with it.
Digital Solaris	Posted - 2007.08.17 11:31:00 - [21] Edited by: Digital Solaris on 17/08/2007 11:32:41 Originally by: Imajihad ju 4) An automated response system that gives you an estimation for how long it will take before your petition is responded to. This shouldn't be that hard to do. If they've got software that does a pretty good job at predicting wait times for something as variable as a call center then the petition system can likely be estimated fairly accurately as well. Keep track of the total number of unanswered petitions. How long it takes to respond to each petition on average. How many get handled a day etc... Take the expected time, multiply it by 1.3 or so and send off an eve-mail to the player stating 'We appreciate your concern and will respond to your petition as soon as possible. Based on the current load we don't expect to be able to respond for insert days. We apologize for the inconvenience." Remember this is customer service. You always apologize. Whether you should or not. Quote: A great idea, however, wouldn't a automated response system also cause more frustation among people that files a petition when they are likely agitated and already frustated? With no patience, to speak of. But how about changing the tone of the eve-mail to something more open and friendly than keeping it professional because how is a professional automated response any less worse from a copy n' pasted reply from an actual GM? edit: edited it for clarification
Redbad Minmatar Tempered Steel Legion	Posted - 2007.08.17 11:49:00 - [22] Originally by: CCP Wrangler Number 6 is too much, sorry, but we can't charge ISK for Customer Support. Sure you can. And I think you'll be surpised that many serious players of your game won't mind a thing to pay "something" as a barrier if their proper petition is handled faster and not halted by petitionspam from idiots. You even could restitute the cost when the petition is justified if you think its "too much", as you said. RB join us today!
Dec V Minmatar Winds of Dawn	Posted - 2007.08.17 12:05:00 - [23] Edited by: Dec V on 17/08/2007 12:10:56 Tbh I remember the petition systems a year+ back, and they were awful. Took absolutely ages to get a response unless it was a stuck petition, and then you would get a silly answer. These days, any petitions I have are answered swiftly, and any extra questions I've had have been answered almost immediatly, solving all my problems. CCP used to have a lot of problems with the petition system, I remember when they got overloaded with petitions and asked people to cancel them if they weren't urgent. Since that incident happened it looks like they've invested in their customer service and it's payed off quite well imho. Keep up the good work (and answer my petitions first cos I love you....) EDIT Number 4 would be good as long as it didn't add strain to the server, it would allow ccp to see how fast and efficient they are doing their job, give them goals to meet and also help the player out. Good idea. Rest is either being implemented or can't really be used.
An Anarchyyt Gallente Federal Navy Academy	Posted - 2007.08.17 12:39:00 - [24] What happend to point 3? Originally by: CCP Wrangler Second, a gentile is a non jewish person
Winterblink Body Count Inc. Mercenary Coalition	Posted - 2007.08.17 13:30:00 - [25] Originally by: An Anarchyyt What happend to point 3? An operative from GM6 grabbed it when nobody was looking. Doubt it will ever be found. warp drive active \| nature vraie

CCP Wrangler	Posted - 2007.08.17 14:24:00 - [26] Originally by: Redbad Originally by: CCP Wrangler Number 6 is too much, sorry, but we can't charge ISK for Customer Support. Sure you can. And I think you'll be surpised that many serious players of your game won't mind a thing to pay "something" as a barrier if their proper petition is handled faster and not halted by petitionspam from idiots. You even could restitute the cost when the petition is justified if you think its "too much", as you said. I still disagree, premium service should not include Customer Support. Closest would be to have a faster response for cash version, but I don't like that either. Everyone should be treated equally when it comes to getting help from our Customer Support people. Originally by: Dec V EDIT Number 4 would be good as long as it didn't add strain to the server, it would allow ccp to see how fast and efficient they are doing their job, give them goals to meet and also help the player out. Good idea. Rest is either being implemented or can't really be used. It wouldn't show how efficient our GMs does their job since normally increased response time is due to amount of petitions rather than GM efficiency. It would however give an approximation on how long you have to wait until your petition gets answered. And since this time varies a system giving the information to you players directly would improve the service you recieve in my opinion. I know I like to know if I can expect an answer in 1 week or 1 hour since that's the difference between taking a coffee break and going on vacation. Wrangler Community Manager EVE Online Contact Support - Contact Moderators - Report Bug - Submit News Leads - Knowledge Base Player Guide - Policies - Join ISD - Fan Submissions - DevFinder LiteÖ

Bluemaxs	Posted - 2007.08.17 14:58:00 - [27] Regarding the set of priorities of handling petitions the ones in categories that involve the playing of many players should be first. I mean things like buggy pos. I¦m not playing for long but being involved in poswarfare I noticed that everytime POS were bugged heavily after being set into reinforced and coming out of it and it not being repairable(no tower lock etc) due to different bugs for many hours until either a downtime happened or was looked into by GM after a long time. Now response times of Gms to such issues are varying alot. Most of the time its lottery and you lose your pos at the end (timezonewarfare) and then you can wait 1-2 weeks for reimbursement in form of a pos equipment slapped into a highsec station. To say its very demotivating is euphemistic. There should be also different policy/tools for GM to lock a POS for 24 hours so it comes out as it originaly should have only for a day delayed since often they can not fix it either and say wait for after downtime at your enemies primetime.(strontiumamount is set for a reason to come out to a timezone that is wanted)
Redbad Minmatar Tempered Steel Legion	Posted - 2007.08.17 17:57:00 - [28] Originally by: CCP Wrangler Originally by: Redbad Originally by: CCP Wrangler Number 6 is too much, sorry, but we can't charge ISK for Customer Support. Sure you can. And I think you'll be surpised that many serious players of your game won't mind a thing to pay "something" as a barrier if their proper petition is handled faster and not halted by petitionspam from idiots. You even could restitute the cost when the petition is justified if you think its "too much", as you said. I still disagree, premium service should not include Customer Support. Closest would be to have a faster response for cash version, but I don't like that either. Everyone should be treated equally when it comes to getting help from our Customer Support people. Fair enough Wrangler, but it would be nice to have some sort of barrier or system to make a player think twice before turning in a petition. Your Petitioningsystem is very open now towards making all sorts of inquiries and requests for investigation. With more players coming to your game and plans to grow further you have a loose tiger in your office with the current system. There are indeed more ways to do that then to ask money/ISK. You could keep a trackrecord per player with a pointsystem and have a petition rated. Players with no points are helped faster then players with no points, or something like that. Whatever you choose or devise, I'm sure you'll give it some good thought as with most things you do. Good luck with it, its always difficult to make these sort of decisions and procedures. RB join us today!
Kazuma Saruwatari	Posted - 2007.08.17 18:06:00 - [29] Originally by: Redbad Players with no points are helped faster then players with no points, or something like that. Sure, the guy who's a natural complainer gets so many points that in the event he had an actual serious problem (like, heaven forbid, his account gets hacked) and needs immediate GM help, he has to wait in line cause of his points? No thank you. - NPC Vendetta system, Local rehash, Probe decoys
Theo Samaritan Gallente Galactic Savings and Investments	Posted - 2007.08.17 18:20:00 - [30] Originally by: Kazuma Saruwatari Originally by: Redbad Players with no points are helped faster then players with no points, or something like that. Sure, the guy who's a natural complainer gets so many points that in the event he had an actual serious problem (like, heaven forbid, his account gets hacked) and needs immediate GM help, he has to wait in line cause of his points? No thank you. The only people I know of who were stupid enough to have their account hacked either gave away their password/user ID by accident, or bought isk. ______________________________ A Request About Lag Discussion

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