Comments on: Introducing the Customer Relations metrics webpage http://blog.secondlife.com/2008/01/10/inroducing-the-customer-relations-metrics-webpage/ By Linden Lab Sun, 18 May 2008 00:52:20 +0000 http://wordpress.org/?v=MU By: live harry http://blog.secondlife.com/2008/01/10/inroducing-the-customer-relations-metrics-webpage/#comment-587780 live harry Mon, 03 Mar 2008 11:12:23 +0000 http://lindenlab.wordpress.com/2008/01/10/inroducing-the-customer-relations-metrics-webpage/#comment-587780 Hi everyone! I always admire the a challenging situation or discussion which is refer to as a source of a new idea or a creative idea, it always amazes me that whatever the kind of resources a company is dedicating to build up their conifdence somehow they fail to retain it such is the case of telephone support which can attend one customer at a time leaving others with a mental torture given by answering machines so what would be the alternative which should be cost effective as well as leaves a happy clientele? We found the solution with <a href="http://www.liveadmins.com" rel="nofollow">live chat support putting a human touch to your website where multiple clients can be attended at the same time in a cost effective way which is proven with statistics. In the end, I am open for more creative ideas to be shared. Thank you live harry Hi everyone! I always admire the a challenging situation or discussion which is refer to as a source of a new idea or a creative idea, it always amazes me that whatever the kind of resources a company is dedicating to build up their conifdence somehow they fail to retain it such is the case of telephone support which can attend one customer at a time leaving others with a mental torture given by answering machines so what would be the alternative which should be cost effective as well as leaves a happy clientele?

We found the solution with live chat support putting a human touch to your website where multiple clients can be attended at the same time in a cost effective way which is proven with statistics.

In the end, I am open for more creative ideas to be shared.

Thank you

live harry

]]> By: live harry http://blog.secondlife.com/2008/01/10/inroducing-the-customer-relations-metrics-webpage/#comment-587779 live harry Mon, 03 Mar 2008 11:07:02 +0000 http://lindenlab.wordpress.com/2008/01/10/inroducing-the-customer-relations-metrics-webpage/#comment-587779 Hi everyone! I always admire the a challenging situation or discussion which is refer to as a source of a new idea or a creative idea, it always amazes me that whatever the kind of resources a company is dedicating to build up their conifdence somehow they fail to retain it such is the case of telephone support which can attend one customer at a time leaving others with a mental torture given by answering machines so what would be the alternative which should be cost effective as well as leaves a happy clientele? We found the solution with <a href="http://www.liveadmins.com" rel="nofollow">live chat support putting a human touch to your website where multiple clients can be attended at the same time in a cost effective way which is proven with statistics. In the end, I am open for more creative ideas to be shared. Thank you live harry Hi everyone! I always admire the a challenging situation or discussion which is refer to as a source of a new idea or a creative idea, it always amazes me that whatever the kind of resources a company is dedicating to build up their conifdence somehow they fail to retain it such is the case of telephone support which can attend one customer at a time leaving others with a mental torture given by answering machines so what would be the alternative which should be cost effective as well as leaves a happy clientele?

We found the solution with live chat support putting a human touch to your website where multiple clients can be attended at the same time in a cost effective way which is proven with statistics.

In the end, I am open for more creative ideas to be shared.

Thank you

live harry

]]> By: Mick Finsbury http://blog.secondlife.com/2008/01/10/inroducing-the-customer-relations-metrics-webpage/#comment-584592 Mick Finsbury Sun, 10 Feb 2008 12:44:02 +0000 http://lindenlab.wordpress.com/2008/01/10/inroducing-the-customer-relations-metrics-webpage/#comment-584592 Hey everyone. Good for you that your publising your customer satisfaction scores but i read these as way out of date and not what you really need. More importantly, i calculate that you are only achieving around a 60% satisfaction rate overall. That compares in the real world against proven cs statistics as follows: <90% you are going out of business 90-92% thats just average 92-94% you are creating loyalty 94-96% you are building loyaly and word of mouth recommendations You are missing a huge trick here and in so doing putting your whole proposition at risk. Just think about it. You have four out of ten of your customers who dont appreciate you. More proven statistics say that they will give you a bad recommendation at least ten and maybe as high as 26 times to others. But those who like you will only recomend you once or five times to their friends in the same period.# can you really afford that huge negative drain on your reputation? You guys need serious help with this right now or someone else will come in with a far better service proposition As someone whose been there and got the tee shirt in turning big organisations from 60 percenters to over 96% I'd be happy to help by giving you some tips and pointing you to where the low hanging fruit really is; it certainly isnt in your telephone response times admirable though they are! Regards Mick Finsbury Hey everyone. Good for you that your publising your customer satisfaction scores but i read these as way out of date and not what you really need. More importantly, i calculate that you are only achieving around a 60% satisfaction rate overall.

That compares in the real world against proven cs statistics as follows:
<90% you are going out of business
90-92% thats just average
92-94% you are creating loyalty
94-96% you are building loyaly and word of mouth recommendations

You are missing a huge trick here and in so doing putting your whole proposition at risk. Just think about it. You have four out of ten of your customers who dont appreciate you. More proven statistics say that they will give you a bad recommendation at least ten and maybe as high as 26 times to others. But those who like you will only recomend you once or five times to their friends in the same period.#
can you really afford that huge negative drain on your reputation?

You guys need serious help with this right now or someone else will come in with a far better service proposition As someone whose been there and got the tee shirt in turning big organisations from 60 percenters to over 96% I’d be happy to help by giving you some tips and pointing you to where the low hanging fruit really is; it certainly isnt in your telephone response times admirable though they are!
Regards
Mick Finsbury

]]> By: The Grid Live » Second Life News for January 10, 2008 http://blog.secondlife.com/2008/01/10/inroducing-the-customer-relations-metrics-webpage/#comment-584414 The Grid Live » Second Life News for January 10, 2008 Sat, 09 Feb 2008 02:29:29 +0000 http://lindenlab.wordpress.com/2008/01/10/inroducing-the-customer-relations-metrics-webpage/#comment-584414 [...] Second Life Blog Inroducing the Customer Relations metrics webpage Quote from the site - Starting today and updated monthly we will be publishing the support team’s [...] [...] Second Life Blog Inroducing the Customer Relations metrics webpage Quote from the site - Starting today and updated monthly we will be publishing the support team’s [...]

]]> By: McSad Rahja http://blog.secondlife.com/2008/01/10/inroducing-the-customer-relations-metrics-webpage/#comment-578842 McSad Rahja Tue, 15 Jan 2008 13:46:49 +0000 http://lindenlab.wordpress.com/2008/01/10/inroducing-the-customer-relations-metrics-webpage/#comment-578842 @31: I am having excatly same issue, and i have NO idea how to solve it. All my drivers are updated, my firewall havent been changed, and my pc is way better than the requirements... I havent been online for months, cuz ive been sick, and now i have no idea how to see my sl friends again.. I tried support page but cant find a solution.. If anyone have a link or something to a resident to resident page maybe, so we dont use these blogs for this issue? @31: I am having excatly same issue, and i have NO idea how to solve it. All my drivers are updated, my firewall havent been changed, and my pc is way better than the requirements… I havent been online for months, cuz ive been sick, and now i have no idea how to see my sl friends again..
I tried support page but cant find a solution..
If anyone have a link or something to a resident to resident page maybe, so we dont use these blogs for this issue?

]]> By: Jayme Llewellyn http://blog.secondlife.com/2008/01/10/inroducing-the-customer-relations-metrics-webpage/#comment-578590 Jayme Llewellyn Tue, 15 Jan 2008 02:19:55 +0000 http://lindenlab.wordpress.com/2008/01/10/inroducing-the-customer-relations-metrics-webpage/#comment-578590 This is somewhat off topic but i might actually (fingers crossed, knock on wood) get some answers. I opened a new account under the name "Kittikat Honi" with the STA Travel community here on SL. This was yesterday. 24 hours have passed and as yet i still have not recieved a verifaction e-mail from SL saying that I can begin the account. The e-mail address provided was Kittikat451@grapevine.com.au. Can someone at Linden Labs - assuming they actually read these blogs - please provide me with info as to why this has happened? Without a password this account is dead in the water. This is somewhat off topic but i might actually (fingers crossed, knock on wood) get some answers. I opened a new account under the name “Kittikat Honi” with the STA Travel community here on SL. This was yesterday. 24 hours have passed and as yet i still have not recieved a verifaction e-mail from SL saying that I can begin the account. The e-mail address provided was Kittikat451@grapevine.com.au. Can someone at Linden Labs - assuming they actually read these blogs - please provide me with info as to why this has happened? Without a password this account is dead in the water.

]]> By: Kirie short http://blog.secondlife.com/2008/01/10/inroducing-the-customer-relations-metrics-webpage/#comment-578469 Kirie short Mon, 14 Jan 2008 16:01:23 +0000 http://lindenlab.wordpress.com/2008/01/10/inroducing-the-customer-relations-metrics-webpage/#comment-578469 hello well i cant find it any were on the web page so maybe some one can help when i go to log on to sl every thing look conecter theres no hand all the stuff is there stats online but i log in and it gose to wating for regeon hand shake then it stops there and pops up with a thing that says unabel to connect login packet never reces bye login server then it has a thing that says help but whne i cliuck on it ti goes to an invaled web adress ... any one have a clue hello well i cant find it any were on the web page so maybe some one can help when i go to log on to sl every thing look conecter theres no hand all the stuff is there stats online but i log in and it gose to wating for regeon hand shake then it stops there and pops up with a thing that says unabel to connect login packet never reces bye login server then it has a thing that says help but whne i cliuck on it ti goes to an invaled web adress … any one have a clue

]]> By: Accountability Watch http://blog.secondlife.com/2008/01/10/inroducing-the-customer-relations-metrics-webpage/#comment-576766 Accountability Watch Sat, 12 Jan 2008 02:29:15 +0000 http://lindenlab.wordpress.com/2008/01/10/inroducing-the-customer-relations-metrics-webpage/#comment-576766 As much as I am willing to put up with the stability issues and willing to bear the financial consequences. I am going to be brief and blunt: When TP is not working and every TP makes you crash, or the grid is crippled with avatar not rezzing etc.. the grid has an issue which SHOULD be acknowledged on the blog as "the grid currently experiencing difficulties" with a possible time frame to fix the issues. Let's not pretend there is nothing wrong and that such is a normal status. Thank you. As much as I am willing to put up with the stability issues and willing to bear the financial consequences. I am going to be brief and blunt:

When TP is not working and every TP makes you crash, or the grid is crippled with avatar not rezzing etc.. the grid has an issue which SHOULD be acknowledged on the blog as “the grid currently experiencing difficulties” with a possible time frame to fix the issues. Let’s not pretend there is nothing wrong and that such is a normal status. Thank you.

]]> By: Celina Lathrop http://blog.secondlife.com/2008/01/10/inroducing-the-customer-relations-metrics-webpage/#comment-576744 Celina Lathrop Sat, 12 Jan 2008 01:50:42 +0000 http://lindenlab.wordpress.com/2008/01/10/inroducing-the-customer-relations-metrics-webpage/#comment-576744 Well, I´d love to. Unfortunately, as of this afternoon I can´t log in at all. "DNS could not resolve..." and so forth. Oh, I was logged in before. Then I teleported and crashed, and that was it. For the first time (yes, it has happened before, once), I couldn´t even access the homepage. Downloaded and installed the client, which helped the last time, but it shows "loading" and just hangs there. After several tries I managed to access the blog... through jira. I can´t send a help request to support because the only part of the SL website I can access (forgot to lock me out of this window, perhaps?) is this, the blog. I spoke to my ISP support, they did what they could, but there´s nothing wrong there. Apparently it´s from your end. No settings in my firewall were changed, in fact nothing was changed at all. Now what? Shall I just ask my partner to downgrade my account from premium to basic? Because God knows I see no way out here. Can´t even reinstall the client because I can´t go to downloads. Mind you, my partner downloaded the candidate for me and sent me. That didn´t help either. A simple "We´re having DNS problems, should be normalised in two days" would help, you know...I´m sorry to be venting here, guys, but really, this is my only way of communication at the moment. Well, I´d love to. Unfortunately, as of this afternoon I can´t log in at all. “DNS could not resolve…” and so forth. Oh, I was logged in before. Then I teleported and crashed, and that was it. For the first time (yes, it has happened before, once), I couldn´t even access the homepage. Downloaded and installed the client, which helped the last time, but it shows “loading” and just hangs there. After several tries I managed to access the blog… through jira. I can´t send a help request to support because the only part of the SL website I can access (forgot to lock me out of this window, perhaps?) is this, the blog. I spoke to my ISP support, they did what they could, but there´s nothing wrong there. Apparently it´s from your end. No settings in my firewall were changed, in fact nothing was changed at all. Now what? Shall I just ask my partner to downgrade my account from premium to basic? Because God knows I see no way out here. Can´t even reinstall the client because I can´t go to downloads. Mind you, my partner downloaded the candidate for me and sent me. That didn´t help either. A simple “We´re having DNS problems, should be normalised in two days” would help, you know…I´m sorry to be venting here, guys, but really, this is my only way of communication at the moment.

]]> By: Tristin Mikazuki http://blog.secondlife.com/2008/01/10/inroducing-the-customer-relations-metrics-webpage/#comment-576712 Tristin Mikazuki Sat, 12 Jan 2008 00:45:03 +0000 http://lindenlab.wordpress.com/2008/01/10/inroducing-the-customer-relations-metrics-webpage/#comment-576712 Linden Labs has NO customer service lol they just have the motto shut up an pay nothing more lol Open grid will kill them off lol Linden Labs has NO customer service lol they just have the motto shut up an pay nothing more lol
Open grid will kill them off lol

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