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Mod William

Mod William

Jagex Moderator Forum Profile Posts by user

Customer Service Week

Here in the UK, it's National Customer Service Week. With this in mind, we wanted to share the awesome work our Customer Service guys and girls have been doing over the last year, and open up for your feedback in a series of Q&A events.

RuneScape Customer Support Stats Infographic
Click image for full-size version


This week, we'll be running a series of customer support-related Q&A sessions, competitions and surveys, all aimed at making you aware of how we work, and getting your thoughts on how we can improve.

Read Mod Kelvin's blog now for an under-the-hood look at RuneScape Customer Support, and browse the timetable for a Q&A event that suits you, should you have any questions.

Visit our Customer Service Week Page for full details of each event.

We're looking forward to getting to know you all better, and showing you what goes on behind the scenes here at RuneScape Customer Support.

The RuneScape Customer Support Team

07-Oct-2014 09:49:45 - Last edited on 07-Oct-2014 15:08:25 by Mod William

British Adam
Sep Member 2012

British Adam

Posts: 508Steel Posts by user Forum Profile RuneMetrics Profile
Iv'e played this Game for many Years on a couple of accounts and have seen many changed good and bad (my opinion), but i rarely get to hear about how Customer Support/Service works within Runescape.

I myself work as a Data Analyst and on a customer service level for a company in the UK. Reading your thread it is clear you want to engage more with players to help with your Service.

My question is why now? I do not often read or see post from the customer support teams on the forums when players have problems with Logging in issues or Disconecting issues. Until hours after the problem has been raised. (twitter/facebook- seems to get the information before the rest of the players)

Why cant your first point of call with issues within Runescape/Database/Servers ect be given to the Website where the majority of people would first look?

Im currently at work so more points will be posted within the next few days.

British Adam

Co-Owner of JADED
Watford City

07-Oct-2014 13:32:51 - Last edited on 07-Oct-2014 13:47:40 by British Adam

Skinny x

Skinny x

Posts: 746Steel Posts by user Forum Profile RuneMetrics Profile
With deepest respect - i know you guys work hard for us as customers, I have seen this over the past year, this is really unnecessary.
why would you tell us "how" you're doing it? something i, as a customer dont need to know.
Game play updates please. :)
thank you so much for the hard work and dedication.

07-Oct-2014 13:33:04

Tyronator
Jun Gold Premier Club Member 2013

Tyronator

Posts: 184Iron Posts by user Forum Profile RuneMetrics Profile
Skinny x said:
With deepest respect - i know you guys work hard for us as customers, I have seen this over the past year, this is really unnecessary.
why would you tell us "how" you're doing it? something i, as a customer dont need to know.
Game play updates please. :)
thank you so much for the hard work and dedication.


We had a game update yesterday, and the Customer Service team does not work on content for the game. We, as customers, cannot connect to the branch of the Runescape team we interact the most with if there's not open communication like this. I'm happy with information releases like this; I get a better understanding of how the company I've known and loved for almost a decade is doing.

Thanks for the graph, Jagex!

07-Oct-2014 14:22:55

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07-Oct-2014 14:36:25

Mod Kelvin

Mod Kelvin

Jagex Moderator Forum Profile Posts by user
Hey British Adam,

Thanks for your comments and questions.

Q1 - Why open up Customer Support now?
A couple of reasons:
- We've been restructuring the team as we have a new Jagex Head of Customer Service, Mod Dave L (who will also be in the Q&A later)
- As Head of RuneScape Customer Support, I've wanted to make this post for a while, and UK Customer Service Week seemed like the right time to do it - the intention is to see how this goes, and hopefully continue to be more open - see the Customer Support Information page as an example.

Q2 - Why don't we announce server etc issues on the website?
- Not everyone uses the website, so we try to reach as many as possible across multiple media. In the main, however, we always post any immediate issues in Customer Support Notices in our Support Centre

Cheers,

Mod Kelvin
Mod Kelvin
| Director of Customer Service | Jagex Charitable Giving Need Help: Visit Our Support Centre

07-Oct-2014 14:46:19

Harbinger

Harbinger

Posts: 144Iron Posts by user Forum Profile RuneMetrics Profile
Is the Customer Service the section that handles item restoration?

I'm curious what is being done to reduce the likelihood of more items being ruined, in respect to value, by accidentally giving a player hundreds of thousands of an item, for example the Archers' Ring and Mage's Book.

07-Oct-2014 14:55:37

Nyhunter
Aug Member 2012

Nyhunter

Posts: 88Iron Posts by user Forum Profile RuneMetrics Profile
I think for better service if you have issues there should be an easier way of contacting you like a support email as soon as you click the support link .. i mean it may be there an i overlook it but sometimes it seems i need to search for ever for it ...

But for the most part you guys are great with the service keep it up!

07-Oct-2014 15:09:34

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