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Portalus Games | Official Site
MMORPG | Setting:Historical | Status:Final  (rel 01/22/08)  | Pub:Portalus Games
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The Tale of Customer Service

Posted by Keith Cross on Jan 31, 2008  | Comments

The Tale of Customer Service - Pirates of the Burning Sea - MMORPG.com

Flying Lab Software has posted an article which describes the evolution of their customer service department.

In some ways, having 24×7 GM support during our Beta prepared us for Customer Service on a live game and in some ways it did not. I thought I’d share with you the steps we took to get ready and the areas in which we need improvement. I’ve also got some tips for filing bugs that you might appreciate.

During the Beta, we established which tool we would use to receive issues from players (RightNow) and what data we wanted them to supply. We had GMs hired and trained on using the tool and on processing incidents. Basic processing involves trying to gather all the necessary info from a player and from our server tools to repro the problem or confirm the issue and then, if applicable, ensure a bug report is created in our internal bug database so the Devs will fix the problem. We established some procedures for general issues like what to tell someone who can’t run the game due to a problem on their end (insufficient hardware, bad network connection, etc.). We established some procedures for dealing with exploits and the players who use them.

We had staff to cover shifts 24×7 and even on holidays and we had established our internal procedures for what happens when someone is sick and can’t cover their shift. We also had established our procedures for communicating larger issues like server crashes how the GMs would reach the Ops team and when to call in Dev, Design, the Community team, or anyone else who normally works weekdays but whose expertise might be needed if an emergency arose in the middle of a Saturday night.

Read more here.

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