I don’t think a new knowledge base bot is the answer.
When I first started playing this game back in 2016 your in game customer service was very strong I would even say it was industry leading. I always had the feeling that most of your reps wanted to help me with the issue and resolve it.
I took an 18 month break in 2018 and on coming back into the game your customer service is now unfortunately very poor.
No complaints with speed of a response it is usually very fast the problems are :
- Inability to see the issue. If something didn’t work or I didn’t get an item support can’t seem to see the issue. They will be like " you didn’t open those 10 gold chests so thats why you don’t have XYZ item. "
I’ll take a screenshot of my zero gold chests and they will be like no thats not right you definately have 10 gold chests on hand.
- Poor knowledge of the game. Many reps don’t really know how the game - atlas, events or basic mechanics even work and they come back with answers that don’t make one iota of sense. Often trying to wing the response by answering a slightly related question instead.
I had a rep give me the run around the other day and they kept saying I needed to open new tickets to resolve the same issue.
Inability to authorize corrective rss. If something goes wrong and you can prove it then they don’t seem to have the power to correct the issue. Its just a sorry I can see the issue but I can’t help you.
Lack of a feedback loop. As players we should get surveys to provide feedback on if the issue was solved, if we were satisfied with the result and then any other constructive feedback.
This is what I think really needs to happen -
- Build a dashboard for the reps so they can see what is going on in the players app.
Give reps a button to resync your PG server to our mobile app. We shouldn’t have to delete the game every 4 weeks thats just crazy land no other game I have ever played solves every game issue by deleting the game. The risk is that people just cbf installing the game again.
If the reps work 8hrs a day make it 7hrs work and 1hr playing the game - pay them for 8 hrs. If they don’t know what we are talking about then they can’t help us effectively. Give them bonuses for hitting dragon tiers and atlas milestones. Let them progress like a player.
Give your reps authority to fix minor rss issues. For bigger issues have an escalation system where a line manager can review the issue and authorize corrective rss or actions if it is warranted. Empower your staff.
Have a 2 way feedback loop. Build a feedback rich culture where players can provide feedback on your staff and where staff can provide feedback on us.
I think these steps will get your customer service and our plyer satisfaction back up again.