customer service
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AT&T offers personalized 'video bills' to explain and soothe in equal measure
We don't know if this has customers' interests at heart, or if AT&T's call center staff were just sick to the eyeballs of having to explain people's bills to them, but the end result is the same either way. Folks who join AT&T or switch to a new plan are now increasingly being offered "video bills" that provide a "line-by-line visual and audio tour" of individual items on their statement. Judging from the sample video after the break, it seems that only the numbers inside the video are personally tailored, while the voice track is predetermined and makes the difficult assumption that all AT&T subscribers are called Brian.
Wings over Atreia: Twelve things to be thankful for in Aion
I can't really help it. I was trying to pen an article or a guide about any of a number of features in Aion, but my mind kept wandering back to the spirit of Thanksgiving. This time of the year I just get to feeling so extra thankful for those things that make life better, easier, and more enjoyable. So instead of fighting it, I decided to go with the flow and just share some of the top things I am grateful for in Aion. As luck would have it, once I started this top 10 list, I kept thinking of more things, as you no doubt noticed by the title! I am sure I could keep adding, but the article had to stop at some point, so I ended my list at 12. Take a look at what made the cut and see if anything from your own list made it on mine.
The extremes of technology customer service: how common sense and empathy create unmatched loyalty
Allow me to explain how two discussions started off in very similar ways, and ended... shall we say, differently. This is me, attempting to muster any sort of pleasantness in my voice at some ungodly hour of the morning on a Google Voice connection from Dubai back to the US: "Hey! I'm having to cut a trip short due to an emergency back home. I actually purchased a trip protection plan when I checked out online -- would it be possible to provide a refund for this flight now that I need to cancel it?" From here, I was told that this was too vague. That I would need medical proof of an injury or illness, and that if it were a pre-existing condition -- something like reoccurring cancer -- that simply wouldn't do. Oh, and if it's a home emergency, you'll need proof from your home insurance company that your abode is "uninhabitable." "So... I'm basically hosed here? This trip protection plan doesn't really protect very much, does it?" "... Do you want to file the claim?" "No. That's okay. Thanks for your time." It doesn't have to be this way.
WoW Moviewatch: Customer Service
Some surprisingly difficult moments in life lurk in the drive-through of your local fast food joint. Seriously, I think I'd find it easier to butcher a cow, cook the meat, and make the burger myself than place an order on those speakers. We can get video to and from frickin' Mars with more clarity than we can place a taco order. That's what Slightly Impressive is tackling in Customer Service. Griffter's really been polishing his game. This new video has punchlines, good graphics, vastly improved voice acting, and a solid concept. My hat's truly off to you, brother. Interested in the wide world of machinima? We have new movies every weekday here on WoW Moviewatch! Have suggestions for machinima we ought to feature? Toss us an email at moviewatch@wowinsider.com.
EA expands European customer service, 300 jobs created in Ireland
EA is expanding its European Customer Experience Center, with 300 new jobs created for the facility based in Galway, Ireland. The announcement comes nearly a year after EA first opened its Irish studio, then dubbed 'BioWare Ireland'.EA says the expansion allows its European center to deliver multilingual support, and to provide customer service across its major titles. Earlier this year, EA opened its Worldwide Customer Experience center in Austin, Texas.
Sprint to increase in-store service for iPhone customers
A Sprint training doc leaked by iSource and confirmed to be authentic by Engadget suggests Sprint is increasing its support options for iPhone owners. According to the document, dealers and preferred retailers will offer improved in-store service for iPhone customers starting on October 15. The training starts on September 6 and covers iTunes, iCloud, hardware troubleshooting and software options for iPhone owners. It's required for a range of employees, including managers, sales reps and technicians. The document claims that by the end of the training, Sprint sales reps and techs should be proficient in handling almost any issue Sprint iPhone customers may have. Though many are using this document to claim Sprint will delay the launch of the next iPhone, I don't see any evidence that this document applies to the new iPhone. It's likely a separate program meant to improve customer service, which is an area that Sprint has been focusing on for the past few years.
Blogger details adventures in Guild Wars 2 customer service
While some of us are happily slashing, casting, and shooting our way through hordes of baddies in Guild Wars 2's Tyria, some ArenaNet customers are still suffering the pain that accompanies prolonged login issues. OK, we know, first-world problems, but still. Case in point is blogger Saylah over at Mystic Worlds. Her latest post outlines how she's following ArenaNet's suggested customer service escalation path to the letter but is still unable to play a game she purchased some time ago. "Every time the wiki says they've moved past a certain date of tickets and if yours wasn't fixed you should submit a new ticket, that's exactly what I do. Will today be my lucky day," she asks.
Customer service avatars coming to JFK, La Guardia, Newark airports (video)
When you're running late, you're weighed-down with DIY in-flight entertainment and your gate number gets switched at the last minute, the last thing you need is a real-life human trying to be helpful. The Port Authority knows that, which is why it's promising to install "computerized, hologram-like avatars" in La Guardia, Newark and JFK terminal buildings by early July. The virtual assistants aren't actually holographic -- judging from the video after the break (courtesy of Transportation Nation), they appear to consist of either projected or LCD video displayed on a vaguely human-shaped static board, although given their reported $250,000 price tag we might (hopefully) be missing something. Oh, and they aren't even interactive, unless you try to push them over. [Photo Credit: Jim O'Grady/WNYC]
Samsung launches customer service app on Android as proof that it Cares
Worried that Samsung is too busy selling millions of devices to care about you, the individual consumer? Fear not, for the company has released an app to prove its unconditional dedication to your happiness, and it's appropriately called Samsung Cares. The program serves as a hub for online support, offering how-to videos, troubleshooting guides, FAQs and service ticket tracking. Oh, and for those who don't own a Samsung device but still want the sweet reassurance of the company's interest in your well-being (or perhaps you just use other products made by Sammy), the free app can be downloaded on any phone or tablet running Android 2.1 or higher. Head to the source to grab a copy for yourself.
Remote smartphone diagnostics: the new Carrier IQ or helpful support tool?
The importance of privacy has been dwindling for quite some time, and smartphones have become one of the biggest culprits. Allegations against Carrier IQ, location-based tracking, the recent concerns about Path snatching up iOS address book information -- all of these are just a few examples of mobile carriers and other wireless companies taking our personal data, selling it to the highest bidder (or using it for their own purposes) and not bothering to let us know or give us a choice. The last few aspects of our life that we choose not to share on Facebook seem to get out into the ether, whether we like it or not. And here's the scarier part: there may be companies grabbing information off of our phones right now without us knowing about it.Too much of a doomsday scenario? Perhaps, but it's important to drive home the point that it has become so outrageous over the past year that we can't help but become nervous anytime we download an app or type in a password. Is our phone secure? How can we really be sure? Can we really trust (insert carrier or manufacturer name here)? This week, the very same situation is resurfacing as Verizon and HTC have made significant moves to install remote diagnostic tools on select devices. It's all done in the name of customer support, but how can we tell this isn't just another sneaky way of snagging our personal deets and selling them to a third party without telling us? We wanted to find out, and here's what we've learned so far.
T-Mobile to eliminate 1,900 US call center jobs, says more 'restructuring' ahead
T-Mobile USA CEO Philipp Humm sent word to his employees today that the company will be shuttering seven call centers, cutting a total of 3,300 jobs in the process. Affected employees will have the option of relocating to any of the 17 remaining call centers throughout the country, where 1,400 new positions will be available, essentially bringing the net job loss to 1,900. The call centers affected include Allentown, Pennsylvania; Fort Lauderdale, Florida; Frisco, Texas; Brownsville, Texas; Lenexa, Kansas; Thornton, Colorado; and Redmond, Oregon -- so if you're based in one of those locations and want to stick with T-Mob, now would probably be the time to communicate your intentions. Other employees, including technicians and "front line" workers, will be able to stay put, though Humm did allude to further reductions, adding that "we will also be restructuring other parts of the company." You'll find the CEO's message in its entirety just past the break.
The Daily Grind: Do you expect a roleplaying server to be policed?
I roleplay a lot. This probably does not come as much of a surprise. As a result, I've spent time on a lot of different roleplaying servers and have long since given up any hope that I'll ever see any enforcement of rules by the community service staff. It would be really nice if GMs politely kicked people who didn't come to roleplay, but the fact of the matter is that it's just not going to happen. But even though I don't expect it, I might be in the minority. What about you? Do you expect that on a server officially designated for roleplaying, the customer service staff will be monitoring the game and taking steps to improve the environment? Do you just expect that the staff will take complaints about inappropriate names just a bit more seriously? Or are you happy enough that there is a clear, reserved place to start building a roleplaying community without worrying about the police element? Every morning, the Massively bloggers probe the minds of their readers with deep, thought-provoking questions about that most serious of topics: massively online gaming. We crave your opinions, so grab your caffeinated beverage of choice and chime in on today's Daily Grind!
Trade skill crusader brings back customer service and sweat equity to crafting
WoW players today tend to consider the deterioration of the in-game community in terms of relatively recent influences like the Dungeon Finder and then the Raid Finder. We sometimes forget that design tweaks and new systems have been chipping away at the paradigm of Azeroth as a place to forge ongoing personal relationships for years now. Take a gander at the beginning of this analysis I wrote on the death of the Azerothian salesman all the way back in the hyper-modern era of The Burning Crusade circa 2007: Forget the endless debate over hardcore versus casual -- there's another moniker that we here at Insider Trader hold dear: salesman. What's that? You don't know any salesmen in WoW these days? You're not alone. Times have changed since craftspeople toiled to build reputations as the go-to traders on their servers ... when Ironforge was the hub of civilization, where a few elite enchanters held court over the entire server with coveted formulae from such exotic locales as Stratholme and Scholomance. It's a brave new world in today's Outland. Most enchanters don't enchant for the general public at all, unless you provide mats and a tip. And in any profession, with so many other players on the servers who have the same patterns (even rare patterns are generally available from more than one player) and so many easy ways to make money (hello, daily quests!), there's little reason to hang around town to build a regular clientele. Components provided or created by other professions are readily available on the Auction House -- there's no need to seek out and nurture relationships with another player from a complementary profession. Have the conveniences Blizzard has developed for today's crafters meant the death of the salesman? Most WoW players would agree that convenience and self-service is the way of today's game. But for one stubborn tradesman on Sentinels (US), life as an Azerothian salesman is anything but obsolete. Daen, a dedicated craftsman and proprietor of Daen's Crafting Emporium, single-handedly maintains what may be one of World of Warcraft's last remaining bastions of personal craftsmanship and trade skill service -- with a twist. This proprietor not only aims to provide personal service, but he does it at no charge, with the insistence that customers devote sweat equity to their mutual creations as well.
Microsoft strikes deal with 24/7, promises to 'redefine' customer service
A partnership between Microsoft and customer service company 24/7 may not exactly sound like the most exciting proposition on the face of things, but the two are making some fairly lofty promises, and Microsoft seems to be making a serious investment in the initiative. As ZDNet's Mary Jo Foley reports, part of the deal will see Microsoft send at least some of the 400 employees it brought on in its 2007 acquisition of TellMe Networks to 24/7, and it will also license some of its speech-related IP to the company (in addition to taking an equity stake in it). The goal there being to combine natural user interfaces with a cloud-based customer service platform, which Microsoft promises will "redefine what customer service looks like." To that end, it gives the example of a credit card company getting in touch with you to report suspicious behavior; rather than a phone call, you could get a notification with all the pertinent details sent directly to your phone, which could anticipate a number of potential actions and let you respond by voice (or touch, presumably). Unfortunately, while the two are talking plenty about the future of customer service, there's not a lot of word as to when that might arrive.
Love is in the Air customer support policy
Blizzard has posted a guide to what customer service and support can and cannot do for players during Love is in the Air, the WoW in-game holiday that runs between Feb. 5 through 20. As with most in-game events like this, players will be getting exclusive items, quests, tokens, prizes, and chances on really rare items like mounts from daily bosses. These events are designed to be rare and happen only once a year, and Blizzard stresses (again, by design) that these titles, achievements, and other event goodies need to be acquired during the holiday. Legitimate claims of items lost with logs will be restored as normal, but Blizzard wanted to make sure people knew in advance that item purchases and achievement-related issues during this limited-time event will most likely not be able to be addressed. Putting out notices like this is definitely a nice move by the community team. Many people have complained in the past of not knowing when a new event was starting in game or that their schedules did not permit them to complete all of the necessary holiday achievements and get all of the accompanying items. For many of those, the bright line rule is that "Blizzard wants these things to be rare," so they are rare by design. Remember: Get your holiday stuff done ASAP. This is your early notice that things will most likely not be given to you if you miss the event. The full blue post, after the break.
SWTOR unsubscribe option goes missing for some [Updated]
Call it the Case of the Canceled Sub: Many players have written in to us to report that the "cancel subscription" button on their Star Wars: The Old Republic account pages has mysteriously gone missing. Considering that tomorrow is the one-month mark where accounts are set to be billed following the free month of gameplay for those who started on launch day, we think this is particularly troublesome. Some players have found a workaround link but have received a warning and seen their threads shut down by moderators as violating the Rules of Conduct. BioWare is investigating the situation and has alluded to an issue with certain types of browsers. In the meantime, the CS team has asked those affected customers to contact the company by phone for help cancelling their subscriptions. BioWare is awarding those players who pay for an additional month of game time by March 19th with a special "Founder" title. [Thanks to the many, many people who sent us this tip!] [Update: In a correspondence with us, BioWare has confirmed that it is aware of the website issue and is working to resolve it that the issue is now fixed.]
The Queue: 64-butt client
Welcome back to The Queue, the daily Q&A column in which the WoW Insider team answers your questions about the World of Warcraft. Mathew McCurley (@gomatgo) will be your host for today. Which World of Warcraft client does Mike Sacco use? Abbadon asked: Do you think we'll ever get any gold or auction related titles? I've been thinking it would be cool to have the title "Auctioneer" for posting some ridiculous amount of auctions, or maybe to stop players from just posting crap, successfully selling X items via the AH. And while it's not a lot of players, there are more and more getting gold capped... Something like "the Gold Hoarder" would be pretty cool for hitting the gold limit. I don't believe we will ever see gold-related achievements because gold hoarding and amassing fortunes in WoW is part of a meta-game many participate in, but by no way Blizzard wants to say, "Here's another reason to artificially inflate your gold amount by purchasing gold for these rewards." There already is a title in game for what used to be a large sum of gold -- of the Shattered Sun costs 1,000 gold after achieving exalted reputation with the Shattered Sun Offensive.
BioWare Ireland is a 'kind of sister studio' to BioWare Austin, offering various levels of support
BioWare's Austin studio had some assistance in developing Star Wars: The Old Republic, which co-founders Greg Zeschuk and Ray Muzyka have described in the past as a collaboration between BioWare Austin, Edmonton, and Mythic. As it turns out, BioWare Ireland is yet another crucial component of The Old Republic's development harem, assisting the game with "multiple dimensions of support," from quality assurance to localization to networking. And that may not be all that the Ireland studio will be up to in the coming years. "That's where it is right now," Zeschuk told me, before he noted that "over time, we'll see." For now, the Galway-based office is primarily focused on making sure SW:TOR servers aren't crashing and players aren't furious. "It's really a reflection of how important we value the service," Muzyka added. "The commitment as a premium service subscription game is to support it with high quality service every step of the way." BioWare apparently thought that commitment serious enough to bring on approximately 400 new employees to man its Ireland location. And with initial subscriber numbers still on the rise, it looks like that commitment will pay off, at least in the short term. In the long run, however ... well, let's just say it won't be shocking to see the Ireland studio transform into something more than strictly support.
Verizon backs down from convenience fee, values your two cents
The people (and government) have spoken and Verizon has listened -- and issued a press release. The carrier has officially backed off of the "single payment fee" that drew almost universal ire amongst subscribers and nabbed the attention of the FCC. Says Verizon Wireless CEO Dan Mead, "we believe the best path forward is to encourage customers to take advantage of the best and most efficient options, eliminating the need to institute the fee at this time." Looks like the company's gonna have to get a couple of bucks from you another way. No word yet on whether the FCC plans to investigate Sprint's similar long-standing fee. Official statement after the break.
Verizon's $2 convenience fee inconveniences the FCC
Just like hard working humans, giant companies like to get paid consistently and on time for services rendered. But Verizon's method for motivating customers to pay up -- in the form of a $2 convenience fee -- isn't sitting so well with consumers, or the FCC. A Federal Communications Commission official confirmed that the fee hasn't gone unnoticed, saying "on behalf of American consumers, we're concerned about Verizon's actions and are looking into the matter." The $2 "payment convenience fee" is scheduled to hit consumers beginning on January 15th, but if the FCC doesn't step in before then, you can still skip the toll by signing up for AutoPay, or making your way to a different carrier.
