CCP taps Zendesk for EVE customer support

    
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CCP’s latest dev blog address changes to EVE Online’s customer support. More specifically, New Eden has a new customer support help center courtesy of third-party cloudware firm Zendesk. CCP says the new system benefits customers due to “greatly improved self-help tools, search features, a rating system, social media integration, chat support features, and a much smoother overall experience.” The new system

If you had a ticket filed in CCP’s old home-grown support system, you can still access it via the website, but be aware that going forward all new tickets will exist in the new system.

Source: Announcement
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Lateris
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Lateris

Damonvile I always go to Eve University first. I really do!

MikedotFoster
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MikedotFoster

A very common mistake of software companies, including games companies, is attempting to build in-house solutions for things that are already handled well by third-party creations. “Hey, we made a game, so why wouldn’t we just make our own customer support client” is the start of a very long and hard road (just ask Blizzard).
Zendesk should help CCP provide better service overall, but it’s important to remember that support results also hinge heavily on how companies think about support in the first place. The best software in the world won’t make players happy if the CS slogan is “Too bad, bro.”

Armsbend
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Armsbend

Was this a big fanfest announcement?  I’d love some footage of the crowd roaring to this tidbit.

BKone
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BKone

Koolthulu Nope, it’s the said company’s chatbot will tell you this lol…

Midgetsnowman
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Midgetsnowman

social media integration. truly the thing I want most when my videogame refuses to work.

Koolthulu
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Koolthulu

self-help tools, search features, a rating system, social media integration, chat support features

So basically they are paying an outside company to tell you to look it up yourself in the FAQ or ask another player.

Damonvile
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Damonvile

I know when my game is broken what I really want more of is form letters, links to FAQs and automated responses. Nothing makes me happier than to spend hours bouncing back and forth with a robot and then finally get through to a real person that fixes your issue in seconds.