Dear R2Games,
Your "support service" is working right now this way:
Players sends in ticket.
In 1-2 days, he gets a completely automated rejection answer ("Dear Player, we are sorry but we can't help you, sorry for the inconvenience blah blah").
It doesn't matter if you didn't get your balens, lost items due to a bug, can't log into your account etc.
You always get the same answer (tried).
At this time, player writes something. ("Please help, etc etc").
At that point, R2 games gives no answer. Ever.
Playing since 2 years, I know this is the scenario.
At this point, player either complains on the forum (when the forum moderators notice CS of the ticket number) or the player opens a new ticket.
All in all, it takes usually 30-45 days until super-complex problems like "I made a payment but did not get my balens" or "I can't log into the game" or "I did not get the reward for X event" are resolved (err, sorry, usually, ignored, not resolved, and the player gives up.)
You lose a lot if potential income of being completely unable to help any customer problem.
So here is my suggestion:
I will build you a WORKING customer service for you (have experience with that) which will resolve problems professionally.
Your income will increase by 200-300% because people will feel "customers" the first time since they play.
Everyone will be happy.
Did this for other games too, btw.
Just contact me if you are interested. Would love to start a private conversation about this with someone from your company.
Your "support service" is working right now this way:
Players sends in ticket.
In 1-2 days, he gets a completely automated rejection answer ("Dear Player, we are sorry but we can't help you, sorry for the inconvenience blah blah").
It doesn't matter if you didn't get your balens, lost items due to a bug, can't log into your account etc.
You always get the same answer (tried).
At this time, player writes something. ("Please help, etc etc").
At that point, R2 games gives no answer. Ever.
Playing since 2 years, I know this is the scenario.
At this point, player either complains on the forum (when the forum moderators notice CS of the ticket number) or the player opens a new ticket.
All in all, it takes usually 30-45 days until super-complex problems like "I made a payment but did not get my balens" or "I can't log into the game" or "I did not get the reward for X event" are resolved (err, sorry, usually, ignored, not resolved, and the player gives up.)
You lose a lot if potential income of being completely unable to help any customer problem.
So here is my suggestion:
I will build you a WORKING customer service for you (have experience with that) which will resolve problems professionally.
Your income will increase by 200-300% because people will feel "customers" the first time since they play.
Everyone will be happy.
Did this for other games too, btw.
Just contact me if you are interested. Would love to start a private conversation about this with someone from your company.
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