instant messaging

[marty1_8]

hello, it seems that when we have a real serious prob we cant seem to contact any gm or csr. so i was thinking that outspark should add an instant messenger feature so that we can contact them instead of waiting for days for them to answer an email or private message....
comment on this to see if its a good idea, if it is they might try it lol:D

[A_geezy]

It seems like any business serving so many dedicated clients should have 24/7 customer service reps available.

I agree with the OP.

[Celtic_Princess]

Its an interesting idea, but there are several reasons why it may not be plausible for a small start-up company like Outspark:

-They would have to hire and train staff soley for the purpose of answering these IMs. This increases cost of labor, costs invested in training, and costs associated with running the business.

-They would have to sort the IMs in to problems that can be addressed immediately, problems that require investigation, and people sending in suggestions.

-They would then have to get back to those who's cases needed investigation via e-mail...so it would still take a few days

-Users would be very, very easily capable of abusing the system.

-It would be significantly more difficult for management to moderate this form of communication between player and staff. Especially if no management or higher ups are hired and/or trained to deal with the staff members working around the clock.

I'm not saying that I disagree with the idea of having a faster turn around time on tickets...but implementing an instant messaging system may be too difficult for a small company to manage.

[A_geezy]

Its an interesting idea, but there are several reasons why its not plausible for a small start-up company like Outspark:

-They would have to hire and train staff soley for the purpose of answering these IMs

-They would have to sort the IMs in to problems that can be addressed immediately, problems that require investigation, and people sending in suggestions.

-They would then have to get back to those who's cases needed investigation via e-mail...so it would still take a few days

-Users would be very, very easily capable of abusing the system.

-It would be significantly more difficult for management to moderate this form of communication between player and staff. Especially if no management or higher ups are hired and trained to deal with the staff members working around the clock.

I'm not saying that I disagree with the idea of having a faster turn around time on tickets...but implementing an instant messaging system may be too difficult for a small company to manage.




My answer to all this: CSUSF & Delta College interns :p

create a standard form that categorizes events & let the free labor go to work filling them out.

It can't be that difficult, I hear the gold sites do it :rolleyes:.

[Celtic_Princess]

My answer to all this: CSUSF & Delta College interns :p

create a standard form that categorizes events & let the free labor go to work filling them out.

It can't be that difficult, I hear the gold sites do it :rolleyes:.

There's a lot more to running a business than saying 'let the unpaid labor do it'. While college interns would be an option keep in mind that that means every year a staff member has to take the time to re-train new interns. This reduces that staff members productivity until the intern is trained.

Free labor isn't always quality labor either, and they often haven't been with the company long enough to be familiar with its objectives or values. Again the ability to monitor a 'chat' system would be difficult.

Also, if your computer malfunctions (..for example should it freeze) during a chat...how do you recover the chat? How do you recover the log for that chat? Do you hope the customer gets back to you? Should this occur while you're reading an e-mail...its a lot simpler.

There would have to be an accessible database from these chats that includes incident type, case number so they can reference back, who dealt with them, how to contact the user and the conversation. Its time consuming. A good portion of large businesses don't even do this....and most of the time they're automated chats that put you on hold until someone can get to you. Or...if you're like me...until you get impatient and just close the window.

[kuda_kufog]

wow celtic you's a pro. i would marry you if i wasn't laid off

btw i'm jk

[marty1_8]

well u give good points because they are very reasonable and i hadnt thought of that. its just that it gets frustrating that it seems that ur email is not understood by the reciever. like in my case i sent an email about an item that is not being effective or not working and no answer, item continues running and day after day pass and no solution. well anyway thnks for the comments:)

[Celtic_Princess]

well u give good points because they are very reasonable and i hadnt thought of that. its just that it gets frustrating that it seems that ur email is not understood by the reciever. like in my case i sent an email about an item that is not being effective or not working and no answer, item continues running and day after day pass and no solution. well anyway thnks for the comments:)

May I ask what item isn't working and what its supposed to be doing that its not? It could very well be a bug, and you may not be the only one experiencing it.

Also, how long ago did you send your e-mail? Turn around rates for the e-mails change depending on how busy they are. Sometimes it can take up to 4-5 days to receive a reply from a CSR.

wow celtic you's a pro. i would marry you if i wasn't laid off

btw i'm jk

Lol, hi hi Loaded.

[marty1_8]

its a 50% boost card that is not showing any effects. i kill in abyss lvl 30 and i get 328 per kill with the card when before i lvled to 32 i would kill and get 478 with out the card. and i sent the email like 4 or 5 days ago along with a private message. well i hope they get to it

[devin_nicolai]

hello, it seems that when we have a real serious prob we cant seem to contact any gm or csr. so i was thinking that outspark should add an instant messenger feature so that we can contact them instead of waiting for days for them to answer an email or private message....
comment on this to see if its a good idea, if it is they might try it lol:D

Agreed. Half the time you dont even get emails, so thats when IM comes in. ( Psh didnt send my email for 25$. Thanks OS )

[Fre_ak]

its a 50% boost card that is not showing any effects. i kill in abyss lvl 30 and i get 328 per kill with the card when before i lvled to 32 i would kill and get 478 with out the card. and i sent the email like 4 or 5 days ago along with a private message. well i hope they get to it
hmm 478exp seem a lot to me for lvl32 without exp boost card o.o

do u remember the date when u got 478exp? maybe there was an event and they boost the exp by 100% for that day...

because if the 50% boost card is bugged, every1 who bought it should experienced it also

lol if they implant the IM, i sense some ppl will spam it like crazy and ppl will complain after because OS block/ignore them xD

[salas10]

Wow Celtic you r the best CL they should make u GM..you answer questions briefly then GMs for real

[cercia]

lol if they implant the IM, i sense some ppl will spam it like crazy and ppl will complain after because OS block/ignore them xD

^-- This is what I figure the end result would be.

I mean, when they show up in towns, they get spammed with questions and whines constantly, and all they can do is change them from "this person scammed me," "this isn't working," "Dakkon is better than you!" to "OMG why'd you spawn so many mobs?!" "UR killng vnedors!" and "What was that for?"

[CSR_Hal]

i think you may have your numbers wrong. i just edited my character to level 30 and entered that zone. i was getting around 200 xp per kill. i put on the xp card and was getting the 50% more

after my test, it's clear the card is working as intended. in case you don't see this, i'll be replying to your ticket shortly.

FYI for everyone: if we don't answer your ticket please be patient. right now we are very backed up on emails so service time is higher than normal. we apologize for this and hope to have to back down soon.

[ichioutaiurufu]

x.x like meh who emails you 50 times a day waiting for my volcano house e.e srry to complain but....

[marty1_8]

hmm 478exp seem a lot to me for lvl32 without exp boost card o.o

do u remember the date when u got 478exp? maybe there was an event and they boost the exp by 100% for that day...

because if the 50% boost card is bugged, every1 who bought it should experienced it also

lol if they implant the IM, i sense some ppl will spam it like crazy and ppl will complain after because OS block/ignore them xD

well it was last tuesday when i lvled to 32 and on friday i bought the exp card... and i saw no notice of exp boost cus i also have a lvl 89 fighter and i would have noticed the difference on the exp. but neways i guess ill just wont purchase more if im gonna b treated like a liar >.>

[CSR_Joker]

well it was last tuesday when i lvled to 32 and on friday i bought the exp card... and i saw no notice of exp boost cus i also have a lvl 89 fighter and i would have noticed the difference on the exp. but neways i guess ill just wont purchase more if im gonna b treated like a liar >.>

Marty: I don't see anyone calling you a liar. We said that you may have your numbers wrong and explained that we tested your case and saw that the card was working fine. If this was a problem, we would be hearing from a whole lot of users about it.

[Fre_ak]

u can ask ppl in there. are they are getting 200exp there too? if yes, that mean ur 50% boost card work since u are getting around 300exp

also, are u sure u were in lvl30 abyss? and not in lvl40+ abyss?
because seriously 478exp per mob in lvl30 abyss sound really suspicious to me

(i know because im playing my lvl30 archer xD)

[Drizzt-]

http://2.bp.blogspot.com/_AlZ_Q12g7t0/SbWetvG4T2I/AAAAAAAAACw/wH97G4zq1U8/s320/1236629717637s.jpg

[ichioutaiurufu]

o.o'' 10char >_>

[hypergummi]

well it was last tuesday when i lvled to 32 and on friday i bought the exp card... and i saw no notice of exp boost cus i also have a lvl 89 fighter and i would have noticed the difference on the exp. but neways i guess ill just wont purchase more if im gonna b treated like a liar >.>

if there is one aspect of this game that OS will not let fall, its cash shop items.... its their cash cow....nobody is gonna pay for bugged items. If there is a problem with an item from the cash shop, they are gonna be on it like flies on s***, and fix the problem very quickly.

Also i don't understand how your lvl 89 fighter factors in.......... your exp boost card is only good on the character you put it on right?

you did right by submitting a ticket so they could check it out, and nobody called you a liar....they checked the item in question and they found nothing wrong with it.


P.S. almost a year and a half to get to 100 posts.. epic forum fail.... *sigh*

[The-Sakura]

If one really needs to, and investigates the forums long and hard, they will find an instant messenger system of a sort exists. =)

Happy Hunting.


(#outspark is my hint)

[adfpasja]

that seems like a solid idea, gm and player communicated is key to having successful game