Comments on: The Earplug Solution http://stationsupport.wordpress.com/2008/05/19/customer-experiences/ Mon, 27 Apr 2009 19:24:49 +0000 http://wordpress.com/ hourly 1 By: Tom http://stationsupport.wordpress.com/2008/05/19/customer-experiences/#comment-166 Tom Fri, 23 Jan 2009 21:38:16 +0000 http://stationsupport.wordpress.com/?p=43#comment-166 I was looking for somewhere to post about my Favorite game Vanguard, regarding how important the home page for the game is. And I and the community are disappointed that there is a lack of a frequent presence notably on the home page for Vanguard. It doesn't get updated as frequently as we think a game should be if it looks to attract users. Daily. At the least. The biggest disappointment is the "whats in the works" section that tells us about future stuff. that section has been updated since um. august of last year? seriously. I love this game. And you are right. unhappy people tell 6000 internet friends, but more importantly when it comes to customer service, the service as a whole if it isn't active, or at least 'looks' active new players/users don't come to play. The heck with Customer Service, there will be no customers to service. So. I assert that SOE should change how they do things and focuses on the entire customer experience, not just the broken customer experience. Yes games have bugs, and you have to deal with them, but it is paramount that software companies actual QA games well, and it is not fair to the user base when games fail frequently and you are forced to deal with customer service. For example there used to be a petition service within the Vanguard Game itself, before it was purchased by SOE. Then SOE changed that and had it go outside the game to an html page which well, sucked. Destroyed game immersion, and if you are on a pvp server, well you might as well just log out and open a ticket. This was never an issue. you just opened the in game pettition before and it was addressed. But I digress. The home page for the game could use some more frequent updates. The game is great. Its a splendid world to explore and navigate through, and it has some real class, and it is challenging. We need more games like this. But more important to the Gaming community is that it has Publishers who understand the gaming experience and can deliver them well, with limited bugs, with limited need for customer service, and when customer service is needed, courteous, quick, and knowledgeable! customer service is the most important thing(So train your people well). I was looking for somewhere to post about my Favorite game Vanguard, regarding how important the home page for the game is.

And I and the community are disappointed that there is a lack of a frequent presence notably on the home page for Vanguard. It doesn’t get updated as frequently as we think a game should be if it looks to attract users. Daily. At the least.

The biggest disappointment is the “whats in the works” section that tells us about future stuff. that section has been updated since um. august of last year? seriously.

I love this game. And you are right. unhappy people tell 6000 internet friends, but more importantly when it comes to customer service, the service as a whole if it isn’t active, or at least ‘looks’ active new players/users don’t come to play. The heck with Customer Service, there will be no customers to service.

So. I assert that SOE should change how they do things and focuses on the entire customer experience, not just the broken customer experience. Yes games have bugs, and you have to deal with them, but it is paramount that software companies actual QA games well, and it is not fair to the user base when games fail frequently and you are forced to deal with customer service.

For example there used to be a petition service within the Vanguard Game itself, before it was purchased by SOE. Then SOE changed that and had it go outside the game to an html page which well, sucked. Destroyed game immersion, and if you are on a pvp server, well you might as well just log out and open a ticket. This was never an issue. you just opened the in game pettition before and it was addressed.

But I digress.

The home page for the game could use some more frequent updates. The game is great. Its a splendid world to explore and navigate through, and it has some real class, and it is challenging.

We need more games like this.

But more important to the Gaming community is that it has Publishers who understand the gaming experience and can deliver them well, with limited bugs, with limited need for customer service, and when customer service is needed, courteous, quick, and knowledgeable! customer service is the most important thing(So train your people well).

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