Collecting information on how to support you better.
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Just out of curiosity, as a user that uses our support system what are something that frustrate you from a user experience?
We're looking for ways to improve our service to you via support. This does not guarantee implementation or changes anytime soon, this is data collecting for myself.
What would you change?
We're looking for ways to improve our service to you via support. This does not guarantee implementation or changes anytime soon, this is data collecting for myself.
What would you change?
Comments
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ManInMotion wrote: »I've used the support system a few times and I personally have no issues with it. However, I do notice people on the forums complaining about the time it takes to receive a reply, so maybe changes could be made to give swifter responses?
Duly noted, thank you! Did you find that the process to open a support ticket was easy for a first time user? -
vMiamiRain wrote: »I think what would be good is to have the "Web Form" be not as discreet as it is.. I think it would be better to have it have it's own tab or a bigger hyperlink near the center of the page.
I completely agree! Thank you! Do you find that the information that is listed as soon as you click "Support" is relevant or important? how about the FAQ? -
The hacking report system should have pre-defined options, where you only have to scroll and select the map, rounds and time, just like the Type of Hack* has.
A Hacking report button on the clan page thing, would also be better since some people don't know how to report and aren't intelligent enough to find it,
good luck collection data. -
Duly noted, thank you! Did you find that the process to open a support ticket was easy for a first time user?
Definitely. As long as sufficient information is given regarding the problem, the support team were very friendly and happy to help.
I've used the support system a few times and all issues were resolved. -
I get the feeling that HPX is up to something, and its not what anyone is thinking.
But I had no issues when I used the support system like... 3 years ago
I have noticed the common issues being the time for replies, how noone knows about the web form and that their replies are often ridiculous. Perhaps more training. -
How about in regards to reports. A message back stating if the reported user has been banned etc.(Date, Time)(Doesn't need to include what for or why etc.) Little bit of reassuarnce to maybe incourage people to continue doing so. Instead of refreshing reported user page to see if Honour Ribbon is gone. Or last play date hasn't changed.
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The hacking report system should have pre-defined options, where you only have to scroll and select the map, rounds and time, just like the Type of Hack* has.
A Hacking report button on the clan page thing, would also be better since some people don't know how to report and aren't intelligent enough to find it,
good luck collection data.
So as a whole you'd like to see reports simpler and you'd like to see reporting on a profile?ManInMotion wrote: »Definitely. As long as sufficient information is given regarding the problem, the support team were very friendly and happy to help.
I've used the support system a few times and all issues were resolved.
That's great to hear -
A Hacking report button on the clan page thing, would also be better since some people don't know how to report and aren't intelligent enough to find it,
People not intelligent enough to find the support page are less likely to report real hackers IMO.
OT :
I think there should be a link to the technical support section or a search option leading to threads of the technical support section. -
CrackinDomes wrote: »How about in regards to reports. A message back stating if the reported user has been banned etc.(Date, Time)(Doesn't need to include what for or why etc.) Little bit of reassuarnce to maybe incourage people to continue doing so. Instead of refreshing reported user page to see if Honour Ribbon is gone. Or last play date hasn't changed.
Before I was here that was possible, there was a ban list before however due to privacy changes we decided to not disclose that information. However it doesn't make sense that you can keep refreshing the reported user page to find out. I will make note of this.Giggletron wrote: »I get the feeling that HPX is up to something, and its not what anyone is thinking.
But I had no issues when I used the support system like... 3 years ago
I have noticed the common issues being the time for replies, how noone knows about the web form and that their replies are often ridiculous. Perhaps more training.
I have seen this before, also noted. -
MisterMunzta wrote: »People not intelligent enough to find the support page are less likely to report real hackers IMO.
OT :
I think there should be a link to the technical support section or a search option leading to threads of the technical support section.
I agree, will also include this in my notes.
This is great guys! keep the feedback coming! -
A couple of notes on the support section:
1-It usually takes quite a while for a reply , maybe a week or so , which is somewhat silly
2-Their responses are most often silly and provocative and usually dont offer a solution , would be nice if they put more time into their replies
3-Perhaps a reply to a hacking report that has been noted and user penalized , for example"The user you have reported has been found guilty and penalized" or so to get the players to report more genuine hackers
4-Rounds and time the hack was used needs to be optional not mandatory , most of the time its incredibly hard to remember the correct details
Much obliged -
A couple of notes on the support section:
1-It usually takes quite a while for a reply , maybe a week or so , which is somewhat silly
2-Their responses are most often silly and provocative and usually dont offer a solution , would be nice if they put more time into their replies
3-Perhaps a reply to a hacking report that has been noted and user penalized , for example"The user you have reported has been found guilty and penalized" or so to get the players to report more genuine hackers
4-Rounds and time the hack was used needs to be optional not mandatory , most of the time its incredibly hard to remember the correct details
Much obliged
1. Yes, its generally on users that submit on weekdays that experience this, generally its only business days that they are responded to.
2. Duly noted.
3. I touched on this in an earlier post.
4. Duly noted!
Thanks! -
Reduce replay time and COMPLETELY remove the stupid copy-pasta "we didn't read your report" responses.
When I report something I give tons of details...once I said I checked the website and reinstalled the game and in the response... "Try reinstalling your client". Clearly the idiot didn't read the message I posted. -
So you want separate category for web and in-game? Do other players find that this is needed?
I meant to change the word for "Complaint" in to "In-Game Support". Because when we are requesting in-game support, we are not "complaining".
IE. I want to remove unremovable friends on friend list. I should be reporting in the "In-game support" category not in the "Complaint" category. -
Reduce replay time and COMPLETELY remove the stupid copy-pasta "we didn't read your report" responses.
When I report something I give tons of details...once I said I checked the website and reinstalled the game and in the response... "Try reinstalling your client". Clearly the idiot didn't read the message I posted.
Duly noted, quality of replies need to be improved.Imo its was easy when I used it my frist time. I think if you can speak or write english its easy but for all people who just learn the language its very difficult .
I agree, I think a little more visual aspects would aid this process for those users. -
I meant to change the word for "Complaint" in to "In-Game Support". Because when we are requesting in-game support, we are not "complaining".
IE. I want to remove unremovable friends on friend list. I should be reporting in the "In-game support" category not in the "Complaint" category.
Ah, I see. Makes sense. -
When I lost my account for 2 months, I tried to reclaim it. So I decided to go on the web forms and the support were very helpful and sent me many replies in a short time period. In the end I got it back. There really good!
The support button is really noticeable so i don't think there need's a change for that.
Maybe a in game report button since most of the players don't access the forums or site often enough. -
When I lost my account for 2 months, I tried to reclaim it. So I decided to go on the web forms and the support were very helpful and sent me many replies in a short time period. In the end I got it back. There really good!
The support button is really noticeable so i don't think there need's a change for that.
Maybe a in game report button since most of the players don't access the forums or site often enough.
The button location and size definitely needs to change, as for in-game reporting that is a little more difficult as that is developer implementation. -
There should be another category for Lost Accounts. I find it really confusing on what account information to put in the Account Administration (Lost account information or Current account information?). Or reword some of the questions (IE. Lost account ID, Lost account registered email, etc).
And also remove the check boxes for Security Answer, Register Email, and Lost password in "What info do you request from us?" section, this is unnecessary as we can input our registered emails in the "LOST ID/PSW/Security Answer" to get everything we need. -
similar with a description / clicking guide to using support area properly. tos implemented as mentioned on registering, forum main page, event page.
clean air act
it's fine as it is. probably active proccess status would be perfect. word "closed" is rediculous -
In my opinion, it is good, it is very helpful and we don't always have to wait a lot of time to get an answer. Like everyone else already said, maybe you should make the support section more visible or maybe an "in-game" option (that would be awesome), but it is good.
Ps. Thank you for asking our opinions. -
I completely agree! Thank you! Do you find that the information that is listed as soon as you click "Support" is relevant or important? how about the FAQ?
It's relevant and important. I do think that reporting or having problems with accounts should be in the top 5 as well if it isn't.
As well as a hyperlink within the explanation so users don't have to dig through the site to be told to make a U-Turn and click on another link to start the report process.
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