Comments on: Support Metrics Updated http://blog.secondlife.com/2008/03/27/support-metrics-updated/ By Linden Lab Sun, 20 Jul 2008 19:54:53 +0000 http://wordpress.org/?v=MU By: Dallas Ryan http://blog.secondlife.com/2008/03/27/support-metrics-updated/#comment-597927 Dallas Ryan Wed, 16 Apr 2008 05:37:27 +0000 http://lindenlab.wordpress.com/?p=1782#comment-597927 OMG. Not only was I totally disillusioned and left profoundly stunned by the moronic notion of SL service, but when I complained about it I received an abuse report???? Basically a threat for pointing out how received no insight into my problem and most of all zero hope of ever discovering a solution. How dare I ask for a little more than “cut and paste” answers from their “knowledge” “support” base. I am used to that from first level support, but you just try to get passed it. Quickly you will shockingly discover that these “hyper” motivated and exceedingly insightful support people have no available supervisors or managers on duty? Wow, and I can’t file an abuse report? OMG. Not only was I totally disillusioned and left profoundly stunned by the moronic notion of SL service, but when I complained about it I received an abuse report???? Basically a threat for pointing out how received no insight into my problem and most of all zero hope of ever discovering a solution. How dare I ask for a little more than “cut and paste” answers from their “knowledge” “support” base. I am used to that from first level support, but you just try to get passed it. Quickly you will shockingly discover that these “hyper” motivated and exceedingly insightful support people have no available supervisors or managers on duty? Wow, and I can’t file an abuse report?

]]> By: Dallas Ryan http://blog.secondlife.com/2008/03/27/support-metrics-updated/#comment-597926 Dallas Ryan Wed, 16 Apr 2008 05:36:30 +0000 http://lindenlab.wordpress.com/?p=1782#comment-597926 Come to second life and make it your home! I did. More than a year ago. So did my partner and we loved it. We have multiple islands and spend a lot of money in sl. But recently when we have issues or questions we are directed to the vast wasteland that is called “support”. The destination you go to discover that help is apparently elusive by design. We love sl but it seems to be turning into a mad max episode and that is sad. It’s obvious they are after a greater presence and an ultimate opportunity to attract the mainstream retail business. But as an executive with one of those I can’t afford to have my brand associated with an entity that progressively devalues its best customers. The service level is appalling and has a downward trend. A continued and apparent (by default) intention to distance itself from customers. The staff appears to feel compelled too “share” their martyred attitude with anyone that will listen. It’s a classic example of short term focus at the expense of long term gain. A company about to loose control and implode. I think its time to move on and make room for the short lived deceptive statistics that ultimately lead to disaster and the loss of passion around a great idea (developing concept) that is neglected and fading away. Come to second life and make it your home! I did. More than a year ago. So did my partner and we loved it. We have multiple islands and spend a lot of money in sl. But recently when we have issues or questions we are directed to the vast wasteland that is called “support”. The destination you go to discover that help is apparently elusive by design. We love sl but it seems to be turning into a mad max episode and that is sad. It’s obvious they are after a greater presence and an ultimate opportunity to attract the mainstream retail business. But as an executive with one of those I can’t afford to have my brand associated with an entity that progressively devalues its best customers. The service level is appalling and has a downward trend. A continued and apparent (by default) intention to distance itself from customers. The staff appears to feel compelled too “share” their martyred attitude with anyone that will listen. It’s a classic example of short term focus at the expense of long term gain. A company about to loose control and implode. I think its time to move on and make room for the short lived deceptive statistics that ultimately lead to disaster and the loss of passion around a great idea (developing concept) that is neglected and fading away.

]]> By: U M http://blog.secondlife.com/2008/03/27/support-metrics-updated/#comment-592699 U M Sat, 29 Mar 2008 14:36:54 +0000 http://lindenlab.wordpress.com/?p=1782#comment-592699 anyone notice the size of the fonts in the blog has increased in size? Its way too big anyone notice the size of the fonts in the blog has increased in size? Its way too big

]]> By: Tyrian Camilo http://blog.secondlife.com/2008/03/27/support-metrics-updated/#comment-592499 Tyrian Camilo Fri, 28 Mar 2008 07:55:14 +0000 http://lindenlab.wordpress.com/?p=1782#comment-592499 I must say that the phone line waiting time is BRILLIANT! Awesome work! The waiting times of very short time is absolutely brilliant! Not many companies of the size of Linden Lab can get to that fast! :) However chat successfull % is far too low :( around 80% instead of supposed 95-99.5% and the fact that almost every single month less tickets are solved than sent is interesting. Every support request should be checked and get somekind of an reply, even it would be negative. No reply means failure in support, a reply and giving the customer more information means good support. Every time a customer isn't satisfied, no matter how out of the line they were, is a failed case of customer service. Furthermore, my personal experience is that a lot of the tickets go unanswered and no additional information being provided, and most of the support staff is just evasive on answering your questions :( I make about everytime a small Hoorah when i got Spike Linden on concierge chat, because HE understands the rules of engagement for customer service better than anyone else in LL support staff. While he might not be able to help you, he makes you feel like he did everything he could and gives what information he can. That ladies & gentlemen, differentiates customer support and GREAT customer support. Infact, the difference of customer service skills is so deep between Spike and most others at LL, is that i feel like that for most stuff to get solution or correct information i need to get a hold of Spike. I must say that the phone line waiting time is BRILLIANT! Awesome work! The waiting times of very short time is absolutely brilliant! Not many companies of the size of Linden Lab can get to that fast! :)

However chat successfull % is far too low :( around 80% instead of supposed 95-99.5% and the fact that almost every single month less tickets are solved than sent is interesting.

Every support request should be checked and get somekind of an reply, even it would be negative. No reply means failure in support, a reply and giving the customer more information means good support.

Every time a customer isn’t satisfied, no matter how out of the line they were, is a failed case of customer service.

Furthermore, my personal experience is that a lot of the tickets go unanswered and no additional information being provided, and most of the support staff is just evasive on answering your questions :(

I make about everytime a small Hoorah when i got Spike Linden on concierge chat, because HE understands the rules of engagement for customer service better than anyone else in LL support staff. While he might not be able to help you, he makes you feel like he did everything he could and gives what information he can. That ladies & gentlemen, differentiates customer support and GREAT customer support. Infact, the difference of customer service skills is so deep between Spike and most others at LL, is that i feel like that for most stuff to get solution or correct information i need to get a hold of Spike.

]]> By: Medhue Simoni http://blog.secondlife.com/2008/03/27/support-metrics-updated/#comment-592488 Medhue Simoni Fri, 28 Mar 2008 05:19:16 +0000 http://lindenlab.wordpress.com/?p=1782#comment-592488 well i just checked the issue tracker, and all of a sudden i see people are actually assigned to some of the issues. So i pat LL on their backs. Just a couple taps tho. Keeping up with issues should be the first defense against CS. Less issues = less CS problems. If i put an ad in a newspaper and people for some reason cant see that page. Every1 of us would be calling everyday about it. In sl we have been trained by the lack of CS not to even bother. BUT I'm optimistic. lol well i just checked the issue tracker, and all of a sudden i see people are actually assigned to some of the issues. So i pat LL on their backs. Just a couple taps tho. Keeping up with issues should be the first defense against CS. Less issues = less CS problems. If i put an ad in a newspaper and people for some reason cant see that page. Every1 of us would be calling everyday about it. In sl we have been trained by the lack of CS not to even bother. BUT I’m optimistic. lol

]]> By: The Grid Live » Second Life News for March 28, 2008 http://blog.secondlife.com/2008/03/27/support-metrics-updated/#comment-592479 The Grid Live » Second Life News for March 28, 2008 Fri, 28 Mar 2008 04:34:10 +0000 http://lindenlab.wordpress.com/?p=1782#comment-592479 [...] Second Life Blog Support Metrics Updated Quote from the site - Two months ago, Cyn announced our new Customer Relations metrics page. I am [...] [...] Second Life Blog Support Metrics Updated Quote from the site - Two months ago, Cyn announced our new Customer Relations metrics page. I am [...]

]]> By: U M http://blog.secondlife.com/2008/03/27/support-metrics-updated/#comment-592476 U M Fri, 28 Mar 2008 04:24:00 +0000 http://lindenlab.wordpress.com/?p=1782#comment-592476 35.....we are still in Beta don`t you know ahahhahah :) No seriuos hugsalot as many of us thats been around ( me almost 4 years ) has seen many things fixed...but still many things taht are still broken or just don`t work right. If LL had a little more well.....thought to its users instead of putting RAH RAH lindens in god levels of the Linden ranks. maybe many wouldnt be so upset. Nobody is crying nobody is whining,etc etc etc.............LL actions speak for themselves.in the wrong direction of dealing with problems and issues. 35…..we are still in Beta don`t you know ahahhahah :) No seriuos hugsalot as many of us thats been around ( me almost 4 years ) has seen many things fixed…but still many things taht are still broken or just don`t work right. If LL had a little more well…..thought to its users instead of putting RAH RAH lindens in god levels of the Linden ranks. maybe many wouldnt be so upset. Nobody is crying nobody is whining,etc etc etc………….LL actions speak for themselves.in the wrong direction of dealing with problems and issues.

]]> By: U M http://blog.secondlife.com/2008/03/27/support-metrics-updated/#comment-592454 U M Fri, 28 Mar 2008 02:48:56 +0000 http://lindenlab.wordpress.com/?p=1782#comment-592454 frankly speaking i don`t have many tickets like many do and bitc*t about it. what bothers me is a few of these tickets involves me bein a paying memebr and i not getting any service at all. wahts the sence of being a yearly member is the support portal deletes, passes over, of just doesnt bother with issues tha involves me on sl. But to repeat the one the answered by Customer Service just was totally unprofessional and a total waste of my time. I not going to say I going to tier down bla bla bla like some babies bla bla bla on this blog. But instead be a mature about this. Either start checkingup on your support portal staff and their abilities to solve and in a friendly mnner deal with issues and problems. Or just charge of $10.00 for support service. I don`t mind........ frankly speaking i don`t have many tickets like many do and bitc*t about it. what bothers me is a few of these tickets involves me bein a paying memebr and i not getting any service at all. wahts the sence of being a yearly member is the support portal deletes, passes over, of just doesnt bother with issues tha involves me on sl. But to repeat the one the answered by Customer Service just was totally unprofessional and a total waste of my time. I not going to say I going to tier down bla bla bla like some babies bla bla bla on this blog. But instead be a mature about this. Either start checkingup on your support portal staff and their abilities to solve and in a friendly mnner deal with issues and problems. Or just charge of $10.00 for support service. I don`t mind……..

]]> By: Complete HOGWASH http://blog.secondlife.com/2008/03/27/support-metrics-updated/#comment-592423 Complete HOGWASH Fri, 28 Mar 2008 00:11:08 +0000 http://lindenlab.wordpress.com/?p=1782#comment-592423 i agree with coco we want an explanation WHY every day we have database issues failed transactions when supposably we been being patient putting up with database upgrades that were supposed to help fix these issues please tell us WHY they keep happening and when they will STOP happening every damn day i agree with coco we want an explanation WHY every day we have database issues failed transactions when supposably we been being patient putting up with database upgrades that were supposed to help fix these issues please tell us WHY they keep happening and when they will STOP happening every damn day

]]> By: Shai Khalifa http://blog.secondlife.com/2008/03/27/support-metrics-updated/#comment-592404 Shai Khalifa Thu, 27 Mar 2008 23:36:36 +0000 http://lindenlab.wordpress.com/?p=1782#comment-592404 I gotta give credit to the Live Chat for support - albeit I have Concierge and they're fairly prompt and very helpful... ... however - I've had tickets in Jira now - and in Support for months and months on issues I've had with every single viewer since 1.18.3.5 - and the only response so far from LL was asking me to do a test on my system - listing the instructions - for a PC - when my ticket clearly stated that I had a Mac. Since pointing this fact out 2 months ago I've not heard dicky boo. The ticket is ranked as a Showstopper - but still no action. I live in hope.....using the (reasonably) workable 1.18.3.5 I gotta give credit to the Live Chat for support - albeit I have Concierge and they’re fairly prompt and very helpful…

… however - I’ve had tickets in Jira now - and in Support for months and months on issues I’ve had with every single viewer since 1.18.3.5 - and the only response so far from LL was asking me to do a test on my system - listing the instructions - for a PC - when my ticket clearly stated that I had a Mac. Since pointing this fact out 2 months ago I’ve not heard dicky boo. The ticket is ranked as a Showstopper - but still no action.

I live in hope…..using the (reasonably) workable 1.18.3.5

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