Hi Everyone.
For those of you who dont know me, and I admit I leave much of the Forums to our Senior Member Carpe Noctem, my name is Coldblue and Im the Accounts and Paid Services Supervisor for Customer Service. Some of you might have actually spoken to me on the phones or emails in the past, Ive also gone under the name Rhyvas, when I was working as a support agent. I started at Turbine back in 2009 and Ive been a supervisor in the department for a little under a year at this point.
If youve contacted support in the past, its very likely that youve received a survey asking you a few questions about what you thought about our support and what we can do to improve it. Im about to drop a bombshell on you: I personally go through and read every piece of feedback that you leave (and trust me I mean everything ) for Account and Paid Services and forward your game feedback to the developers every month.
Weve made a lot of changes to our support based on your suggestions. Since weve started doing the surveys I can think of almost a dozen changes weve implemented directly based on your suggestions and a dozen more we are in the process of implementing. These range from broad things like making our contacts more personal or improving and limiting the amount of referrals to different teams, to specific things like sending you confirmation we received your request for more assistance or making sure that your ticket is handled by the first available agent even if you got a response from a different agent.
I wanted to let you know that I appreciate every piece of feedback you send and assure you that, yes, the surveys are entirely anonymous unless you choose to include your information. I have never once taken action on account for the feedback theyve provided, although on numerous occasions I have contacted players to help further assist them when they werent satisfied with their support. Because of this I want to encourage you to be as specific with your feedback as you can, even if your feedback is negative. The customer satisfaction survey is your voice into helping us to help you better, and well learn more from our mistakes than we will our successes.
I cant promise Ill always implement all of your feedback, (believe me, I too would like to give your favorite support agent a raise because they were super helpful), but what I can promise is that we will never stop working to improve our support to make sure were providing you with the highest quality service. Turbines motto has always been Powered by our fans, and were doing our best to put our money where our mouth is. So please, keep sending in your feedback, because I love to read it and find new ways in which we can make your contact a more enjoyable experience!
-Coldblue
For those of you who dont know me, and I admit I leave much of the Forums to our Senior Member Carpe Noctem, my name is Coldblue and Im the Accounts and Paid Services Supervisor for Customer Service. Some of you might have actually spoken to me on the phones or emails in the past, Ive also gone under the name Rhyvas, when I was working as a support agent. I started at Turbine back in 2009 and Ive been a supervisor in the department for a little under a year at this point.
If youve contacted support in the past, its very likely that youve received a survey asking you a few questions about what you thought about our support and what we can do to improve it. Im about to drop a bombshell on you: I personally go through and read every piece of feedback that you leave (and trust me I mean everything ) for Account and Paid Services and forward your game feedback to the developers every month.
Weve made a lot of changes to our support based on your suggestions. Since weve started doing the surveys I can think of almost a dozen changes weve implemented directly based on your suggestions and a dozen more we are in the process of implementing. These range from broad things like making our contacts more personal or improving and limiting the amount of referrals to different teams, to specific things like sending you confirmation we received your request for more assistance or making sure that your ticket is handled by the first available agent even if you got a response from a different agent.
I wanted to let you know that I appreciate every piece of feedback you send and assure you that, yes, the surveys are entirely anonymous unless you choose to include your information. I have never once taken action on account for the feedback theyve provided, although on numerous occasions I have contacted players to help further assist them when they werent satisfied with their support. Because of this I want to encourage you to be as specific with your feedback as you can, even if your feedback is negative. The customer satisfaction survey is your voice into helping us to help you better, and well learn more from our mistakes than we will our successes.
I cant promise Ill always implement all of your feedback, (believe me, I too would like to give your favorite support agent a raise because they were super helpful), but what I can promise is that we will never stop working to improve our support to make sure were providing you with the highest quality service. Turbines motto has always been Powered by our fans, and were doing our best to put our money where our mouth is. So please, keep sending in your feedback, because I love to read it and find new ways in which we can make your contact a more enjoyable experience!
-Coldblue