Back in December I introduced myself as the Knowledge Base Administrator, and also stated some goals that we were striving for with increasing our front line customer service, the Knowledge Base. One of the key things that go hand-in-hand with the KB is our support site. This is the shell in which you, our customers, often interface with our articles and FAQs.
As with most Web pages, the site goes under a makeover every now and then to help keep things fresh and exciting. Along with that however, these pages in particular are vital to helping you in finding the assistance needed in a way that leaves you with a satisfied experience, not a frustrated one. Unfortunately, for a while there, we received a lot of feedback that this was not happening, and in fact that it was quite difficult to navigate the site.
Taking this information in hand, our Customer Service and Web Presence groups worked together to create a whole new set of support pages (the ones you see up today in fact). The site was designed with a specific eye toward ease of use for our customers by centralizing numerous functions and areas of interest into product specific pages and icons. This enabled us to bring some key KB articles up to the forefront, making them very easy to locate, and also highlighting sections of other sites that might have the information desired.
It took months of work with the re-design and organization to present these new pages, but we are very pleased with the result. There will likely be some further fine tuning and adjustment to help enhance your customer experience, but for the most part, we believe that we have drastically increased the function and appeal of what these pages are meant to do. The site has been up for a few weeks now, and so far seems to have been well received. I’d like to extend my thanks to the web presence group for their hard work and effort involved in this project, and to our many customers that provided the feedback and motivation that drove it. I hope you all enjoy them as much as I do.
Chris “Arandall” Cabral
Knowledge Base Administrator
Posted in Gamers, Knowledge Base, MMO Games, SOE Customer Support, SOE Games
