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Mod Kelvin

Mod Kelvin

Jagex Moderator Forum Profile Posts by user
Star SAN said :
Thanks for the data! Always interesting to see Back-Office stuff and considering the scope of CS team - from different types of queries & quantity your team has to deal with - you have been doing an amazing job there. Seen figures in various businesses and the only thing which comes to my mind for now - just pure congratulations and well done! :)

Hope to see similar report next year, possibly expanded with comparison of previous year (and, probably too much to ask for - goals set&met).

Cheers for that :) I want to be more open, more regularly - i need to be careful not to bombard you all with facts and figures, but i'll certainly look to develop the Customer Support Information section of the Wiki further.

Have fun,

Mod Kelvin.
Mod Kelvin
| Director of Player Experience | Jagex Charitable Giving Need Help: Visit Our Support Centre

08-Oct-2014 10:14:37

Mod Kelvin

Mod Kelvin

Jagex Moderator Forum Profile Posts by user
punk puppy said :
I'm sorry, but I'm calling BS to those stats.
and what "customer service" are these stats even derived from?

Damen,
In every ticket response we give - to email accounts and the message centre, we insert a link to a customer satisfaction survey - the 7.7 rating is based on 23,000 responses last year. All the other stats are based on ticket response times.

This doesn't include Offence Appeals, as I've acknowledged that this is an area that needs to improve - hence devoting a Q&A to it on Thursday from 6pm to 8pm UK Time.

Mod Kelvin.
Mod Kelvin
| Director of Player Experience | Jagex Charitable Giving Need Help: Visit Our Support Centre

08-Oct-2014 10:18:40

Mod Kelvin

Mod Kelvin

Jagex Moderator Forum Profile Posts by user
In The Bay said :
Not fooling anybody :(

It seems like customer service doesn't bother reading tickets 50% of the time.

AFK - I can assure you that we read every ticket sent via the Support Centre, and respond to all. We treat those mailing us regarding macro bans separately, and use that to refine our bot detection systems.
Mod Kelvin.
Mod Kelvin
| Director of Player Experience | Jagex Charitable Giving Need Help: Visit Our Support Centre

08-Oct-2014 10:20:53

Mod Kelvin

Mod Kelvin

Jagex Moderator Forum Profile Posts by user
Velvetango said :
The use of this website for support is a major weak point of the system - the web site is usually part of major technical problems like Java.

When there is a problem on all servers, a notice about that should be very clearly displayed, so people do not panic and think it is just them. Just randomly mentioning Jagex is aware of it to the kids on Twitter is not good enough.

No one is seen to be accountable for following up bug reports. Are these not part of the support system? Gwd familiar vanishing, for example, is a reported problem for years.
Do a survey of how we feel bug reports are followed up.

I cannot currently create a new account. I went to the account part of support, which clearly stated in white menu to include account creation. Nothing there to choose from. Actually finding the email to support button always takes me at least an hour. The problem is - 'unexpected server response' to the email I try to register. Frustrating.

Recovery of stuff after recent whole game crashes was appreciated.

Note: for the first time ever, a forum page refreshed without me having to go back to other parts of the forum and return.

Velvetango - I'll ask one of the tech guys to drop you a line in the message centre to see what we can do to help.

As for bugs - the QA Team deal with all of those - they read every one (and we help them over night by keeping a close eye), and I know they look at every single one. They then prioritise fixes, and let players know what's been fixed in patch notes.

Mod Kelvin.
Mod Kelvin
| Director of Player Experience | Jagex Charitable Giving Need Help: Visit Our Support Centre

08-Oct-2014 10:40:58

Mod Kelvin

Mod Kelvin

Jagex Moderator Forum Profile Posts by user
LvlyButLethl said :
99.9% issues replied too within 48 hours?? Id like to know how I got to be the lucky 1%, and why i havent gotten a response in 10 months http://gyazo.***/5f8a109ad8fed1bd813cd0a022796dd5 , its safe, just a copy of my appeal pending since december of 2013 from my adv log acct status, id post the screenie here but it wont let me, thanks again for the quick service

Eliza beth - i mentioned in the Q&A thread that the offence appeal system works for no one. We review permanent mute and ban appeals, but other than that, we not in a position until the system is revised to respond to every appeal. Please join us from 6pm to 8pm on Thursday where the Q&A will be entirely devoted to the offence system.

Mod Kelvin.
Mod Kelvin
| Director of Player Experience | Jagex Charitable Giving Need Help: Visit Our Support Centre

08-Oct-2014 10:44:48

Mod Kelvin

Mod Kelvin

Jagex Moderator Forum Profile Posts by user
Orionztail said :
Lastly, as these events passed, I never received a poll such as MS, or Intuit or many tech support sites do polling the result of my customer service contact experience. Exactly how are you measuring this, as I am one to fill out these post-contact surveys to help the company improve the support experience. How exactly would you have known my story in all three instances and if I was happy, appreciative or frustrated?

"Q2 - Why don't we announce server etc issues on the website?
Thank you for letting me/us know that these issues will also be in the support center, I will add that to my bag of rs info tools. I had never known that. But please please please, even with a reference on the homepage, make this obvious!

To all the non-tweeting, non-outside 'non-connected' old-timers, we implore you simply let us know here, in our home what's going on, and how to fix what's broken if we need you, trust we will love you for this.

There's a link in every ticket and email we respond to for a customer satisfaction survey - we feel it's best to put it in every reply we send, and then individuals can choose to give us feedback, rather than spam them after the query with another message asking for feedback - it's less intrusive this way, and we find that we get twice the responses back than businesses usually get as a result.

Thanks for the feedback, too, about how you like to be informed of important information - that's exactly why we're doing this kind of initiative, and once we've reviewed all the feedback, we'll start adjusting our service as a result.

Finally, if you have a spare couple of minutes, I'd love you to give us some detailed feedback on our service in this Feedback Survey if you feel you've not had the opportunity to before.

Many thanks for your comments,

Mod Kelvin.
Mod Kelvin
| Director of Player Experience | Jagex Charitable Giving Need Help: Visit Our Support Centre

08-Oct-2014 10:55:35

[#CVH12K48I]

[#CVH12K48I]

Posts: 73 Iron Posts by user Forum Profile RuneMetrics Profile
Any chance I could get some help?

You Unfairly banned my account Anoobass5//Pepper. I admit to guilt when it comes to the offences that landed me a two day suspension. I committed no further offences. Yet still am banned.! Please rectify this.

08-Oct-2014 14:25:19 - Last edited on 11-Oct-2014 20:00:34 by [#CVH12K48I]

Mod Kelvin

Mod Kelvin

Jagex Moderator Forum Profile Posts by user
The Q&A Session at Quick find code: 14-15-861-65494520 is now open.

The idea of tonight's session is to focus on the self help tools available, and your feedback on how we can improve them. Whether it's password recovery, billing details, support centre info or display name change system, for example, we want to know how these can work better for you.

See you there!

Mod Kelvin.
Mod Kelvin
| Director of Player Experience | Jagex Charitable Giving Need Help: Visit Our Support Centre

08-Oct-2014 18:05:43

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