I was going to make one huge post covering all of the critique I have thought of over the past months when I could only read forums… but I haven’t the time to do it in one shot, so I will break it up into topics…
This bit is concerning the way in game tickets are handled and how PG might improve upon the system, which, to be honest, is a huge frustration for many players (which causes them to come rant on forums)
a) Aside from the initial acknowledgement email, there is no clear inidication that PG rep has replied. No “push” notification, no icon pop-up; you have to go into Help to check messages. So usually by time it dawns on you to check, you’re getting a “coversation closed” message.
b) The method for closing tickets is way below the standard for ensuring maximimum CE (Customer Experience). The standard is 3 attempts to contact the customer (2 of which must be different contacy methods).
My suggestion is that you allow customers to optto receive an email to the address used for their Pockey ID OR an SMS message to their phone (customer’s choice)
Yes, this will leave your tickets open longer, but will keep you from being bombarded by the same player repeatedly for unresolved issues. Trust me, less incoming tickets will help you prioritize your bigger issues.
c) My last ticket was closed without delay after claiming to habe resolved yhe issue. There was 0 time given for me to confirm resolution.
d) Allow tickets to be reopened by the customer up to 3 days after closure. This will also decrease the swarm of new tickets you receive. Also, you will be able to track actual resolutions better. AND players with intermittent issues can let you know if the issue returns, without starting the process from scratch.