Dear Community,
Customer Service is an important topic to us at GGS and we are continually reviewing the service. We would like to communicate some strategy changes and topics that we are currently working on to improve your support experience.
Collaboration
In the past, the department has been set up to facilitate a very fast company growth and flexibility. We are now re-aligning the approach to be more product focussed. As a first step we have already brought the Customer Service group and Quality Assurance group under the same “banner”. We strongly believe that the closer collaboration will result in better knowledge-sharing and ultimately a higher quality response to your tickets. Additionally we are getting the group a lot closer to the whole development process and raising their status in the decision making process – ultimately they are bringing your voice to the decision making table.
Tools and Data
We are going to invest a lot of effort in developing and improving our tools. We require access to richer data which should enable us to provide a faster and fairer response to a lot of in-game related tickets. We are evaluating ways that allow us to be more transparent with the users and to announce information directly within the game to prevent a bad user experience.
We are also in the process of implementing a new ticket management tool called Helpshift. This tool has several benefits over our existing system. While there are many technical and performance benefits, the features and benefits interesting from your perspective would be:
Access to detailed FAQ site where guides, known issues and workarounds are made available that answer a lot of your questions without having to even create a ticket (Planned Q2 2017)
Better prioritization to ensure the right things are worked on (more details in ‘Ticket Priority’ below)
In-Game experience – ability to log issues and receive response without having to leave the game (Planned Q2 2017 for Mobile Games and Q4 2017 for Browser Games)
Ticket Priority
All users are important to us and we aim to move to a more dynamic prioritization method for the incoming tickets. Issue Category for example will play a much more important role in determining the speed and quality of the response. In the past, we didn't always prioritize the players' tickets by urgency of the issue, but with our new model for example we will address problems that affect the players from progressing in the game with a higher priority and would downgrade the response times for something like “Reporting another Player”. As you can hopefully understand this is a delicate and complex model and our aim is to find the perfect balance between response times and answer quality. The switch to this new model is reliant on the new Helpshift software that we already mentioned above.
Please understand that changing a strategy and the respective tools is a complex and time-consuming process and we hope that you are patient while we realize these changes. We will keep you updated on the progress.
Best Regards,
Your Customer Services Team