100212-you-should-get-a-response-from-an-agent-within-24-hours

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Shouldn't they really change that portion of the auto-email they send out? At this point I think I find it the most insulting part of creating a new ticket, like they think I've forgotten every ticket I've put in since launch and how long they took.
 
Just suggesting that they try update their form email with a more reasonable and realistic time window.	
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Chua think is correct.
Email nowhere say is Earth hours!
Could be Nexus hours, Cassian hours, Chua hours...:Arboria hours...	
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Teenage daughter hours.
 
She says "i'll be ready to go out in an hour" at 4pm .... 6pm she's still getting ready. 
 
And that is why we're always late for family parties.	
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			Same problem. I have 3 separate tickets with item loss issues. Got the same exact copy paste email. How much does it cost to hire some people to help the already frustrated customers. 	
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Same problem. I have 3 separate tickets with item loss issues. Got the same exact copy paste email. How much does it cost to hire some people to help the already frustrated customers. 
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To note;
 
"Should" is the key word in that sentence. It implies that our desired goal for how long you need to wait is around 24 hours. Obviously in some cases we are not hitting that goal and it is something the Support Team are trying to work on.
 
All I can say is sorry it's taking us longer than we would like to help players with certain issues. I know our Support Team and they want to help as many folk as they can.	
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But the connotation reading it doesn't seem to suggest it as some lofty goal, it can be read like that but most people will see it as an estimation of the time it will take.
 
Are any tickets being answered in that time frame? If I get an open issue I seem to have replies that might be falling in roughly 24 hour windows but it always takes at least 4-5 days for that initial contact.
 
Honestly if we're not talking realist estimates then why not say "We should get back to you within an hour"?
 
It's just such a simple little fix, just give us realistic estimates based on whatever your average wait queue is. It would be a nice start.
Especially since the support is frustratingly useless whenever they do finally reply.	
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It's just such a simple little fix, just give us realistic estimates based on whatever your average wait queue is. 
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I'm not saying it is no work at all... I'm saying it's a simple actionable fix and with a little bit of programming could be automated.
 
Or else someone could have noticed in the 7 weeks since launch that it wasn't even remotely accurate and simply changed the form email so the first thing someone seeking support gets isn't a blatant lie. The second solution is probably all of 30 seconds worth of work.
 
As it is, starting off the customer service experience by setting absurdly unrealistic expectations will only lead to customer frustrations if they aren't met. In order to overcome that you'd need some world class support.
 
Which you don't have.	
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To note;
 
"Should" is the key word in that sentence. It implies that our desired goal for how long you need to wait is around 24 hours. Obviously in some cases we are not hitting that goal and it is something the Support Team are trying to work on.
 
All I can say is sorry it's taking us longer than we would like to help players with certain issues. I know our Support Team and they want to help as many folk as they can.
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{| class="blockquote"
To note;
 
"Should" is the key word in that sentence. It implies that our desired goal for how long you need to wait is around 24 hours. Obviously in some cases we are not hitting that goal and it is something the Support Team are trying to work on.
 
All I can say is sorry it's taking us longer than we would like to help players with certain issues. I know our Support Team and they want to help as many folk as they can.
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			When I was hacked I got a response in 21 hours. Goals are sometimes met?	
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Guys remember, You are not the only person submitting a ticket.
Sometimes it takes longer since the game is still new.
Be patient, this isn't WoW where they have live chat up and a 24/7 call center.	
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Not helpful at all GuiltyKing.
First off the thread was asking to give a realistic wait time, not actually complaining about how long they were.
Of course if you want to bring up the "this isn't wow" argument then we can do that. WoW is their biggest competitor, as a consumer if I keep having issues do I go with the product with great customer service or the ones who will open with a lie?	
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My friend submitted a ticket a week ago and was replied to within a few hours, and even had a back and forth and issue was resolved all under 24 hours. It all depends on the level of the issue.
And of course, I'm sure there's just quite a backlog since it seems people were submitting tickets left and right about every small issue without researching if there's already a solution to their problem.	
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Not helpful at all GuiltyKing.
First off the thread was asking to give a realistic wait time, not actually complaining about how long they were.
Of course if you want to bring up the "this isn't wow" argument then we can do that. WoW is their biggest competitor, as a consumer if I keep having issues do I go with the product with great customer service or the ones who will open with a lie?
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Most of my WoW CS memories are from Vanilla, I haven't played it for years. It's not as if I'm comparing modern WoW just my personal experience.
 
Besides this isn't programming, it's not something you need to slowly get better with iterative improvements. It's customer service of all things.... You hire some decent managers, some bright customer service reps give them some training on dealing with people and the tools to make quick quality of life improvements and you're done.
If you're inundated and can't deal with all the tickets? You repeat the above steps till you have enough staff to suitably deal with your customers.
 
Or you buy some cheap auto-reply software from a third party company, hire the cheapest drones you can find and managers who only care about closing tickets as fast as possible with as few people as possible and wonder why your customers hate you.	
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			I'm surprised they have the money to pay for any CS staff given the amount of subs they're probably losing right now. :P	
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Hey Folks,
 
Thought I would speak a little on this.
 
As CRB_Anlath mentioned, the 24 hour is the service level we want. While this doesn't reflect well right now due to much longer wait times, it is our goal. I will say this, over the last 4 weeks we have dropped the average wait time for issues from 7-10 days to less then 3 days for most issues. The only outlier to this is Compromised restorations, due to the sheer number of players who have had their accounts compromised.
 
We have multiple fixes in the works that should remove the need for many players to put in tickets and for better tools to assist players. Here are a few:
Items not appearing till server restart (we have put in multiple fixes already but this is our biggest concern right now)
Right click report for teleport hackers
Right click report for AFK botters
Better/easier usage of two-step verification (to drop compromised accounts)
Adding more ways for players to regain items accidentally deleted/sold
 
:)	
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We have multiple fixes in the works that should remove the need for many players to put in tickets and for better tools to assist players. Here are a few:
Items not appearing till server restart (we have put in multiple fixes already but this is our biggest concern right now)
Right click report for teleport hackers
Right click report for AFK botters
Better/easier usage of two-step verification (to drop compromised accounts)
Adding more ways for players to regain items accidentally deleted/sold
 
 :)
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Sounds good, keep it up MrSmiley!
 
Also, how much did you guys rage at development/marketing team for releasing an unfinished and buggy product? lol talk about passing the workload around to your colleagues.	
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Hey Folks,
 
Thought I would speak a little on this.
 
As CRB_Anlath mentioned, the 24 hour is the service level we want. While this doesn't reflect well right now due to much longer wait times, it is our goal. I will say this, over the last 4 weeks we have dropped the average wait time for issues from 7-10 days to less then 3 days for most issues. The only outlier to this is Compromised restorations, due to the sheer number of players who have had their accounts compromised.
 
We have multiple fixes in the works that should remove the need for many players to put in tickets and for better tools to assist players. Here are a few:
Items not appearing till server restart (we have put in multiple fixes already but this is our biggest concern right now)
Right click report for teleport hackers
Right click report for AFK botters
Better/easier usage of two-step verification (to drop compromised accounts)
Adding more ways for players to regain items accidentally deleted/sold
 
 :)
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I like what I see.
 
 
 
And how many is that Rusty?
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why is it people seem to have issues contacting support where all of my tickets got resolved within 24 hours. Things that slow your ticket down (Lack of detail on the problem, Lack of at least an understandable grammar, Being rude, Scamming or lying. I use to work as a CS rep for another company and honestly those who took the time to give a detailed explanation of what happened and what they lost along with the date and time made the job a lot quicker. Mainly because we don't have to shift through days of back log to make sure they actually had this item (if it was an item) or that they bought this skill. When you send in a ticket and its A hard to read B filled to the brim with insults then honestly it kills the mood to want to help and will cause the response to me much slower.
I know waiting sucks, we all hate it but its part of life. Heck you wait in line more in life then you do for a CS response. Waiting on a CS response you have the options do do other things where standing at lets say the DMV you don't. So please before you give CS a hard time think about it. They have rules they must follow and must investigate each claim individually.	
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Hey Folks,
 
Thought I would speak a little on this.
 
As CRB_Anlath mentioned, the 24 hour is the service level we want. While this doesn't reflect well right now due to much longer wait times, it is our goal. I will say this, over the last 4 weeks we have dropped the average wait time for issues from 7-10 days to less then 3 days for most issues. The only outlier to this is Compromised restorations, due to the sheer number of players who have had their accounts compromised.
 
We have multiple fixes in the works that should remove the need for many players to put in tickets and for better tools to assist players. Here are a few:
Items not appearing till server restart (we have put in multiple fixes already but this is our biggest concern right now)
Right click report for teleport hackers
Right click report for AFK botters
Better/easier usage of two-step verification (to drop compromised accounts)
Adding more ways for players to regain items accidentally deleted/sold
 
 :)
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I dont wanna hate on u mrsmileys cuz i love you but
 
 
Were is the phone support??????????????????
 
When is it coming?
 
both for EU and US
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Imagine calling and then hear on the other line "Please stay on the line, an agent will be with you within 24 hours."  @.@
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Actually it's CS's job to overcome my negative situation and leave me a happy customer.
 
Which is the point of the other thread I started so I don't want to go into it now, but literally everything else they do should be working towards that ideal.
 
Sure it won't always be possible and some people you will never please, but treating a customer's complaint without the human side will just alienate people especially when you don't have a solution available.
 
My comment that you quoted was more along the lines that there were no proposals of changes CS could make, merely that they hoped to reduce times by having less tickets coming in.	
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Actually it's CS's job to overcome my negative situation and leave me a happy customer.
 
Which is the point of the other thread I started so I don't want to go into it now, but literally everything else they do should be working towards that ideal.
 
Sure it won't always be possible and some people you will never please, but treating a customer's complaint without the human side will just alienate people especially when you don't have a solution available.
 
My comment that you quoted was more along the lines that there were no proposals of changes CS could make, merely that they hoped to reduce times by having less tickets coming in.
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Look if you want to debate this go into the thread I made for it instead of pulling this one out.
 
But it's a simple idea, if a customer has a negative experience and you want to retain them you need to make sure the CS experience is positive. Adding another negative experience will just make the customer feel even worse about the experience, which is how you create low retention.
 
On topic: reducing the tickets coming in is a good thing and it's great the devs are looking into ways to take some of the pressure off CS. But it would be nice if CS also looked at things they could do to change things for the better.	
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Look if you want to debate this go into the thread I made for it instead of pulling this one out.
 
But it's a simple idea, if a customer has a negative experience and you want to retain them you need to make sure the CS experience is positive. Adding another negative experience will just make the customer feel even worse about the experience, which is how you create low retention.
 
On topic: reducing the tickets coming in is a good thing and it's great the devs are looking into ways to take some of the pressure off CS. But it would be nice if CS also looked at things they could do to change things for the better.
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nobodys trying to go into your thread bro. Anyhow I'm about to be the by product of aforementioned "low retention" this is just stupid. 
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why is it people seem to have issues contacting support where all of my tickets got resolved within 24 hours. Things that slow your ticket down (Lack of detail on the problem, Lack of at least an understandable grammar, Being rude, Scamming or lying. I use to work as a CS rep for another company and honestly those who took the time to give a detailed explanation of what happened and what they lost along with the date and time made the job a lot quicker. Mainly because we don't have to shift through days of back log to make sure they actually had this item (if it was an item) or that they bought this skill. When you send in a ticket and its A hard to read B filled to the brim with insults then honestly it kills the mood to want to help and will cause the response to me much slower.
I know waiting sucks, we all hate it but its part of life. Heck you wait in line more in life then you do for a CS response. Waiting on a CS response you have the options do do other things where standing at lets say the DMV you don't. So please before you give CS a hard time think about it. They have rules they must follow and must investigate each claim individually.
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