I would have a creative suggestion to make the game / service better. Like you all know, the customer service is not working very well in its current form. For example, I lost 1800 balens like 2 weeks ago. I submit a ticket, I got a copy-paste robot response after 4 days, I reply, explain the problem, get a human response after 7 week, I respond, waiting since another 3 days.
I understand that there is a really sheer number of tickets flowing in. Also I understand that R2 CS has really no access to any game data or logs, they can't modify anything, and most of them are not expert players. Still, we are customers, and when we have trouble, we expect help, and that "we are licensing only the game, so we can't help with anything" is really not an excuse. So how about this:
When a ticket is submitted, filter it depending on the total payment the player has made.
1.) No payment ever: same as you do now, send a robot response after a few days, and if the player continues to inquire, ignore him.
2.) Small payment (up to 100$ in total): read what the player wrote and try to help them if it's not too big effort. Don't push it too hard, but remember, every whale started like this!
3.) Significant payment (100-1000$): Respond the ticket in 24 hr workday, serious paying customers love that! And assign one of the few CS representatives to the ticket who have good knowledge of the game. If the player continues to complain after the first copy-paste rejection, at least think that he might be right. Check the logs etc. and if HE IS RIGHT, help him. Remember: what he paid and will pay can be several months salary of your CS person, and takes like 1-2 hours of work.
4.) Heavy payment (1000$+): For god's sake, these are the people who give 98% of your income! You should treat them like any other company treats his best customers. Ie. if he can't log in to the game, don't make him wait for 1 week! If he loses 1800 balens, or his XY items, or suffered some other loss due to a bug or wrong communication, check the damn logs, and return him what he lost with an apology in the shortest time possible.
If you do it right, your otherwise not so small income will be doubled or tripled at least.
I understand that there is a really sheer number of tickets flowing in. Also I understand that R2 CS has really no access to any game data or logs, they can't modify anything, and most of them are not expert players. Still, we are customers, and when we have trouble, we expect help, and that "we are licensing only the game, so we can't help with anything" is really not an excuse. So how about this:
When a ticket is submitted, filter it depending on the total payment the player has made.
1.) No payment ever: same as you do now, send a robot response after a few days, and if the player continues to inquire, ignore him.
2.) Small payment (up to 100$ in total): read what the player wrote and try to help them if it's not too big effort. Don't push it too hard, but remember, every whale started like this!
3.) Significant payment (100-1000$): Respond the ticket in 24 hr workday, serious paying customers love that! And assign one of the few CS representatives to the ticket who have good knowledge of the game. If the player continues to complain after the first copy-paste rejection, at least think that he might be right. Check the logs etc. and if HE IS RIGHT, help him. Remember: what he paid and will pay can be several months salary of your CS person, and takes like 1-2 hours of work.
4.) Heavy payment (1000$+): For god's sake, these are the people who give 98% of your income! You should treat them like any other company treats his best customers. Ie. if he can't log in to the game, don't make him wait for 1 week! If he loses 1800 balens, or his XY items, or suffered some other loss due to a bug or wrong communication, check the damn logs, and return him what he lost with an apology in the shortest time possible.
If you do it right, your otherwise not so small income will be doubled or tripled at least.
Comment