The Elder Scrolls Online

Customer support - Work smarter

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kunquatb16_ESO
kunquatb16_ESO
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Customer support could be saving themselves a lot of work, if they would only use the systems they already have, to better communicate when issues affecting large numbers arise.

Take the recent launcher bug, or the in game bank bug as examples. Using the forum, and alert banners, as well as the launchers news function, and even the launchers popup alerts, to properly highlight that
1) They know about the issue.
2) They care enough to give proper information.
3) In cases where one exists, what possible solutions there are, and links to the solutions.

This would avoid a huge number of the support tickets that were sent regarding these issues. Freeing support staff time up for more specific customer support.

Most importantly, it would make customers feel that support was improving, something that it most certainly has to do.
  • Jake71887
    Jake71887
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    There's been countless threads since Early Access about the need for them to communicate more with the players.... You've seen how well that's gone.
  • kunquatb16_ESO
    kunquatb16_ESO
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    Maybe highlighting how it helps zenimax, saves them hassle and work, might help.

    Everyone wants to save themselves work.
  • felixgamingx1
    felixgamingx1
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    Little to no communication
  • Saerydoth
    Saerydoth
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    Here's one thing Zenimax needs to do that would MASSIVELY help out support. Right now, you can click the support link on the website, and submit an email or a phone ticket. But, once you do this, there is no way for you to check the status of it. There needs to be a system added, where you can check the status of your tickets, and add to them if necessary.

    This will let you see what's going on with the ticket, and give you a secure place to add information to it, so that you don't have to reply to emails (email is a very insecure medium) to communicate with support and provide the information they're asking for.

    I'm not going to say that WOW is the perfect example of how everything should be done in an MMO, because honestly (at least to me) the game got REALLY stale and boring after 8 years. But Blizzard REALLY knows what they're doing when it comes to their support department, and Blizzard's support department is definitely something Zenimax should emulate more.
    Edited by Saerydoth on April 17, 2014 12:05PM
  • Nephys
    Nephys
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    @Saerydoth You and I rarely agree Saerydoth, but on this issue you have got it right in my opinion. Currently there is no way to check on outstanding tickets and that they have disappeared, never to be seen again, is an overriding impression.
    ZoS Ambassadors please do not bother responding to me because I have you on ignore. Your input is neither valued or welcomed.
  • Daggers
    Daggers
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    I'm sure CSR would love to interface with us in a fashion that makes their lives easier, but by this point I think it's fairly clear the decision isn't theirs. In all things with a hierarchy, you must look to the policy makers.
    The best things in life make you sweaty.
    -Poe
  • Hodorius
    Hodorius
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    Blizzards Gms actually read the tickets...
    I think ZEN should do that too :)
  • rootimus
    rootimus
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    Hodorius wrote: »
    Blizzards Gms actually read the tickets...
    I think ZEN should do that too :)

    Not empty quoting. :(
    Even on the internet, clear communication is important; it can be the difference between "helping your Uncle Jack off a horse" and "helping your uncle jack off a horse"; the difference between "knowing your s***" and "knowing you're s***".
    Greybeards & Gals - Civilised, laid-back, mature gamers. Beards optional. |
  • Saerydoth
    Saerydoth
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    Hodorius wrote: »
    Blizzards Gms actually read the tickets...
    I think ZEN should do that too :)

    Oh I don't know about that, I saw just as many threads on the WOW forums with people saying the GM's didn't read their ticket that I do here.
  • Daggers
    Daggers
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    Well, readin g
    Saerydoth wrote: »
    Hodorius wrote: »
    Blizzards Gms actually read the tickets...
    I think ZEN should do that too :)

    Oh I don't know about that, I saw just as many threads on the WOW forums with people saying the GM's didn't read their ticket that I do here.

    Big difference between reading a ticket and actually acting on it :)

    Besides, I always feel with this sort of thing it's a case of experiences vary. I never had a GM respond to my tickets in WoW, but many of my friends did (perhaps because they were willing to stand in one place for six hours!)... different mileage.
    The best things in life make you sweaty.
    -Poe
  • kunquatb16_ESO
    kunquatb16_ESO
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    Hodorius wrote: »
    Blizzards Gms actually read the tickets...
    I think ZEN should do that too :)

    If they'd do themselves a favor, and head problems off, they'd not get so many tickets, and would have time to read the ones they get.

    Its either that, or pay more support staff, and I know which option is cheaper.
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