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Blizzard introduces live Web Chat support
Blizzard Customer Support has rolled out a new feature to better assist customers with issues. The new live Web Chat feature allows players to chat directly with a Customer Service Representative, bypassing the long wait times sometimes associated with phone calls. But don't think that this is a replacement for the ticket and phone system altogether. The live Web Chat is only available for issues that can be resolved in that format -- specific issues may require a ticket or a phone call to address. Using the new system is easy enough; simply visit the Contact Blizzard Support page, select the game you need assistance with, and then choose from a variety of dropdown menus to pick the selections that best address your particular issue. You'll see three buttons at the bottom of the screen, one for submitting a ticket, one for contacting by phone, and one for live Web Chat. Please note that web chat and phone support availability still varies based on hours of operation, as well as the type of issue you need addressed. Honestly, I'm wondering why this type of support system wasn't put into place years ago. With the Web Chat feature, players can bypass sitting on the phone and listening to hold music, and just chat with a representative to get their issues addressed. And with the new filtering system for issues, it makes it a lot easier to figure out what I should be doing if I have a problem. Hey, don't get me wrong, I do love Blizzard, but if I don't have to sit in a phone queue, I'm generally all the happier for it. You can read more about the new live Web Chat feature on the official site.
New Blizzard support site lets you track, edit, and update your GM tickets
Submitting a GM ticket has always been sort of an arcane process -- you're not really sure where your ticket goes, or to who, or what steps have been taken to resolve your particular issue. It's a pain! Thankfully, it's always been a long-term goal of the support department to demystify and improve the support process for players, and Blizzard has unveiled a big new step in that direction: a new support website. What's so great about it? Well, it collects all lines of communication for support in one place and attempts to provide automated help for your request where applicable, while you wait for a representative. The biggest improvement, though, is that the site lets you track the progress of your support requests. This includes tech support emails, billing inquiries, and yes, GM tickets. You can edit your ticket while it's in the queue, track it, and even update your ticket and place it back in queue after it's been closed if you feel it wasn't addressed properly. The full text of Blizzard's announcement is after the cut.
