18 replies to this topic

[SavageWolf]

Do you guys plan on having customer support for this game? Will it be a live customer support center like some of the other MMOs out there?

[Dlardrageth]

SavageWolf, on 16 March 2012 - 04:02 AM, said:

Do you guys plan on having customer support for this game? Will it be a live customer support center like some of the other MMOs out there?

Of course not, sheesh! Why would PGI even consider doing that? They will of course just outsource the customer support to your local WalMart, so you have to approach the info stand there to get help.

How many premium game titles you know of that have no customer support at all? Seriously?

[SavageWolf]

Well, to be fair there are a few that may not have a high standard of support. And I might have an alterior motive for wanting to know. There is a difference between having an on-site support staff/CS center as opposed to outsourcing to a BPO for gaming support. The alterior motive is that I have been in gaming specific CS management for almost a decade, and since this is something I'm really passionate about, I'm interested to see what opportunities might be there.

Edited by SavageWolf, 16 March 2012 - 05:05 AM.

[Kaemon]

SavageWolf, on 16 March 2012 - 04:02 AM, said:

Do you guys plan on having Stellar customer support for this game? Will it be a live customer support center like some of the other MMOs out there?

FTFY.

And just as an aside, have all calls have a pre-recorded message from Paul, Bryan or Russ saying something about 'Thanks for supporting the game, and we'll see you on the battlefield' before that randomly rotates every few months.

And yes, Paul can troll it if he wants.

[SavageWolf]

Totally with you ... thing is, a lot of MMOs dont think about support early on, they just "tack it on" at the end. Then a lot make the mistake of hiring people who could care less about gaming or the game, when they should be focusing on getting people in that are passionate about the product and teaching them how to provide exceptional support. Supporting a game isnt like supporting other products, it is a lot more complex and involved than supporting a cell phone for instance. It's also constantly changing, because the game is constantly changing.

Games like this with passionate fans and a dedicated following need a support structure that understands that, and its hard to get that without the right experience and forward thinking. A number of gaming companies out there neglect the fact that an MMO needs a strong customer support function if it wants to maintain success.

[Ghost]

Right now all you have are a bunch of volunteer mods to listen to your gripes.

[Kaemon]

Ghost, on 16 March 2012 - 06:33 AM, said:

Right now all you have are a bunch of volunteer mods to listen to your gripes.

Yes but why is the install of the game not working for me.

Please fix it ASAP!

[Helmer]

Ghost, on 16 March 2012 - 06:33 AM, said:

Right now all you have are a bunch of volunteer mods to listen to your gripes.

Kaemon, on 16 March 2012 - 07:57 AM, said:

Yes but why is the install of the game not working for me.

Please fix it ASAP!

Awesome! Yeah, like Kaemon, the Pre-Alpha build isn't installing for me, can you get that fixed?

Also, I'm sending you a picture to your in box, it's kinda personal. Do you think I should get that rash check ?

[cinco]

what a stupid question. next please.

[Helmer]

cinco, on 16 March 2012 - 09:02 AM, said:

what a stupid question. next please.

NSFW

A Video for you good sir.

http://bit.ly/zYd3NZ

Have a good day.

Edited by Helmer, 16 March 2012 - 09:10 AM.

[MaddMaxx]

SavageWolf, on 16 March 2012 - 04:58 AM, said:

Well, to be fair there are a few that may not have a high standard of support. And I might have an alterior motive for wanting to know. There is a difference between having an on-site support staff/CS center as opposed to outsourcing to a BPO for gaming support. The alterior motive is that I have been in gaming specific CS management for almost a decade, and since this is something I'm really passionate about, I'm interested to see what opportunities might be there.

Probably a good bet to drop Garth a note in his Inbox perhaps. The Com Manager should have some insight into such things.

[FinnMcKool]

just give the guy a job.

Helmer, on 16 March 2012 - 09:07 AM, said:

NSFW

A Video for you good sir.

http://bit.ly/zYd3NZ

Have a good day.

I say yes YES.

love it

[Exilyth]

They should clone Paul a few dozen times to provide live support 24/7.

Seriously though, they'll probably put up a bug-tracker and/or online-support-ticket-center when the beta goes live (or shortly after).

Edited by Exilyth, 16 March 2012 - 03:12 PM.

[Garth Erlam]

We would never ever have a Call Center.

Call Centre on the other hand...

[Aegis Kleais]

Garth Erlam, on 16 March 2012 - 03:20 PM, said:

We would never ever have a Call Center.

Call Centre on the other hand...

Come on. We have to put up with "What's your Favourite Mech XX Tons" polls; give us "Center".

Heck, even my spell checker it underlining 'favourite'. It's OK boy, I know, it's not a word *pets his browser*.

[stabwest]

[SavageWolf]

Thanks guys, appreciate the suggestions!

[FinnMcKool]

next thing they will have the call centre in Quebec.

Pour qua?

Edited by FinnMcKool, 17 March 2012 - 09:36 PM.

[Dlardrageth]

FinnMcKool, on 17 March 2012 - 09:35 PM, said:

next thing they will have the call centre in Quebec.

Pour qua?

At least that would be somewhat closer to the european market/timezone, hehe. And around-the-clock support is an issue if you go for a global market audience. As is multi-language support.