Important Updates From Support
Posted by
Vogt Linden on Aug 26, 2010 2:43:02 PM
As you know, there have been a
lot of
changes recently at Linden Lab and the Lab is rallying around the principles of “Fast, Easy, and Fun” that you have heard about from Philip and BK. These concepts also apply to Customer Support. We want to make sure that your Support experience--whether it be direct interaction with our Customer Service team or with our online self-help tools--is as effective and helpful as possible.
The day after our reorganization announcement, we quietly launched brand new case reporting and live chat systems. Both systems are easier for you to use and will provide us with better data and insights to more proactively address and resolve your support issues.
Updated Self-Service Offerings
We are also investing in technology and the development of self-service tools to enhance the support portal, including our public wiki and knowledge base. And we’re looking for more opportunities to put basic account administration tools directly into your hands, informed by the metrics we’re gathering in the new systems.
In addition to new metrics, we also asked for your input on how we can provide a more effective self-service offering. Based on the results of the
self-service tools survey, we are in the process of developing new and better self-service capabilities that can help you resolve basic issues quickly. Big thanks to all of those that completed the survey! And, you can expect to see the results of our efforts soon.
Customer Support Changes
As we strengthen our self-service offering, we’ll be making some changes to Customer Support. You may have noticed a few of them already.
- Concierge support hours are now available at our high-traffic hours which are 8am - Midnight (PST), M-F, and 8am to 8pm (PST) on Saturday and Sunday.
- We will also be reducing our non-English language support to German, French, Spanish, and Japanese.
- Finally, we'll be examining all of our support channels and simplifying the support contact types and issue types we allow for our various account levels. We’ve not taken the impact of these changes lightly and want to provide a higher quality support experience balanced with the costs of deliver those services.
New Abuse Appeals Process
One thing that we updated already, as part of our new case and chat platform, is the Abuse Appeals process. As you will notice if you peruse the case submission form, you will see that the abuse appeals option has disappeared. Our new approach is directly targeted at those affected by disciplinary action. If your account is suspended or banned, then
secondlife.com will allow you to log in on the affected account and will take you to a form designed specifically for creating an appeals case.
Unfortunately, a
secondlife.com authentication bug has temporarily disabled this function. While our web team works on that issue, we've established a temporary process. If you need to file an abuse appeal, please log in to
secondlife.com with an alt account. Then, file a new ticket from
Support | Second Life, selecting "Account Issues" and then "Second Life Web Login Issue." Be certain to include any information you believe is relevant to our re-evaluation of your case. As soon as the new Abuse Appeals process is reinstated, then we will let you know.
More Enhancements to Come
You'll be hearing and seeing more from us over the coming weeks as we make some additional changes to improve the customer support experience. While contacting us with service-related issues may not always be ‘fun,’ the changes you’ll see from us will certainly enable a fast, easy customer support experience that we believe will ultimately exceed the high expectations you’ve come to count on from the Lab.
In the meantime, please pardon our dust. Change is always a resource-intensive process and we are putting a lot of effort into building our new Support structure and infrastructure.
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