Should kabam support add a live online chat feature to contact them and answer questions?

GreatScottGreatScott Posts: 106
edited June 2017 in General Discussion
Rather than just email because many posts don't receive any official response.

Should kabam support add a live online chat feature to contact them and answer questions? 27 votes

Yes
74%
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No
25%
RehctansBewBitterSteelstakFel_95MyTaffyTheMageHunterSpartacus29 7 votes

Comments

  • Fel_95Fel_95 Posts: 347
    No
    "Sounds great, doesn't work"

    Kabam's support isn't directly in contact with the devs (or as they call it, the "game team"), so they can't check real-time issues about your profile as you chat with them, also most of the questions / issues needs time to look into it or foward the case to the devs.

    They should surely rework their current customer support, which is really bad and often don't answer the very issues we ask them, but a live chat might be too much, especially considering the large playerbase
  • BitterSteelBitterSteel Posts: 2,926 ★★★★★
    No
    Support doesn't know how to help you when they have time to research your problem and work out how to help, they'll be even worse when you put them on the spot
  • GreatScottGreatScott Posts: 106
    Yes
    Everyone has such low expectations of service lol...
  • GreatScottGreatScott Posts: 106
    Yes
    Support doesn't know how to help you when they have time to research your problem and work out how to help, they'll be even worse when you put them on the spot

    True enough I've had to respond multiple times back to my ticket to keep it open so that I can be sure they really understood the issue. At least with a live chat you could make sure it's understood quickly without having to continually wait hours for a reply that doesn't help anyways.
  • GreatScottGreatScott Posts: 106
    Yes
    Fel_95 wrote: »
    "Sounds great, doesn't work"

    Kabam's support isn't directly in contact with the devs (or as they call it, the "game team"), so they can't check real-time issues about your profile as you chat with them, also most of the questions / issues needs time to look into it or foward the case to the devs.

    They should surely rework their current customer support, which is really bad and often don't answer the very issues we ask them, but a live chat might be too much, especially considering the large playerbase

    My main issue is they blatantly ignore many posts that need answers on the forums. At least with a live chat they can't ignore you. But, they may never hire enough support to answer you any faster than emailing would.
  • RehctansBewRehctansBew Posts: 436
    No
    how could they then reply back with automated responses. Can't actually have contact with support as that shows a company willing to communicate with their customers.
  • @GreatScott Hey there! The main purpose of these forums are for player discussion. We do have a few threads stickied to the top for discussion on hot issues. Our QA team reviews the bugs section regularly, although you may not always see a post there, the reports submitted by players are reviewed. We can't always get in to reply to each and every post, however they are reviewed regularly. Also, if we've shared the information with the appropriate team, and there's no new update, then there's really not much more we can say. Thanks for being a valued member of the forums!
  • GreatScottGreatScott Posts: 106
    Yes
    @GreatScott Hey there! The main purpose of these forums are for player discussion. We do have a few threads stickied to the top for discussion on hot issues. Our QA team reviews the bugs section regularly, although you may not always see a post there, the reports submitted by players are reviewed. We can't always get in to reply to each and every post, however they are reviewed regularly. Also, if we've shared the information with the appropriate team, and there's no new update, then there's really not much more we can say. Thanks for being a valued member of the forums!

    Hi @Kabam Spice thanks for the reply! I understand that this forum is for players discussing issues, but it would be nice if support had more of a presence here on the forums. Or at least to have a faster way to get in touch with support. Like that android log in issue for instance it was a major problem in the game and it was discussed on here between players for at least 5 hours between players before any official response or acknowledgement was made.
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