'Number of tickets closed' has been explained to me as being the driving factor behind at least 2 game company CS indicators, only one of which specified 'resolved' rather than closed (though the manner in which it is resolved isn't asked about).
Games companies can't afford to not have support at all these days, but sometimes I feel as if it's all a ruse to make it look like there's something going on when all that's there are some automated mailservers and someone who checks up now and again to see if anyone's trying to sue.
If the competition isn't any better, however, what's the motivation to improve again? There's such a high churn rate in games these days that retention of customers is being ignored in favour of attracting an constant influx of new players. Naturally this short-sighted approach is biting the arses of several companies, most of whom are ignoring it and continuing to push for new players at the expense of the old ones. And then great games die because they're being run by what amounts to idiots.
CS is a crappy job, I know, but there are some mitigating factors such as working 'out of hours' being easily solvable by having at least 2 teams in different parts of the world, thereby ensuring that whenever people are playing there's folks with normal(ish) working hours to respond to issues as they crop up. The various games I've had dealings with also tend to do their support primarily through in-game petitions, accounts page forms or emails to the support department. Phonecalls are more of a last resort. Depressingly, expertise witht he product in question is a rarity in my experience. The number of times I have had to explain to the GM how to fix the issue is staggering. I have a funny story about that in Anarchy Online at christmas time in fact...
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Games companies can't afford to not have support at all these days, but sometimes I feel as if it's all a ruse to make it look like there's something going on when all that's there are some automated mailservers and someone who checks up now and again to see if anyone's trying to sue.
If the competition isn't any better, however, what's the motivation to improve again? There's such a high churn rate in games these days that retention of customers is being ignored in favour of attracting an constant influx of new players. Naturally this short-sighted approach is biting the arses of several companies, most of whom are ignoring it and continuing to push for new players at the expense of the old ones. And then great games die because they're being run by what amounts to idiots.
CS is a crappy job, I know, but there are some mitigating factors such as working 'out of hours' being easily solvable by having at least 2 teams in different parts of the world, thereby ensuring that whenever people are playing there's folks with normal(ish) working hours to respond to issues as they crop up. The various games I've had dealings with also tend to do their support primarily through in-game petitions, accounts page forms or emails to the support department. Phonecalls are more of a last resort. Depressingly, expertise witht he product in question is a rarity in my experience. The number of times I have had to explain to the GM how to fix the issue is staggering. I have a funny story about that in Anarchy Online at christmas time in fact...