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Thread: Respectful Suggestions on how to manage customer expectations

  1. #1

    Respectful Suggestions on how to manage customer expectations

    Lots of angry posts about the intermittent lags and the event not working and getting pulled so I’d like this one to be solution focused and not a gripe.

    1. When you are troubleshooting a problem it’s frustrating when people are demanding to know when it will be fixed. If it’s the first thing you try then it’s fast, if it’s the 73rd thing you try it is not. You don’t control that. You do control and can promise a time for the next update. People don’t want to miss token regen so they keep checking. You could say “the next status update will be st X:00 pm, pst”. That way we don’t keep checking needlessly.

    2. It sure looks like you don’t have a qa environment where you can test before promoting changes to prod. If players were not blanked out in qa but were in prod maybe you should consider putting together a beta test group - what banners we see can be set differently based on level and progress so surely you could give your beta test people a link to sanity check things before releasing. Lag can be 100 things but the event not working looks like poor qa to the customers.


    You’ve been giving us tons of new content and it’s appreciated and the faster you push stuff out the less time there is for qa those who understand how that works understand that it can be hard to balance but thanks for the effort. If you could get into the habit of closing out posts about problems by saying “the next update will be...” it saves a lot of unnecessary customer frustration.

    Thanks for considering these suggestions.
    Last edited by CHFIII; 01-27-2018 at 01:11 AM. Reason: Autoconfound

  2. #2
    Enforcer
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    Re: Respectful Suggestions on how to manage customer expectations

    I agree!
    3 words!
    Communication, communication and communication.
    There will always be positive and negative comments.
    Developers and designers must not take it personally.

    Question: What does qa mean?
    Last edited by Mobile Mob; 01-27-2018 at 07:22 AM. Reason: add question

  3. #3

    Re: Respectful Suggestions on how to manage customer expectations

    Quote Originally Posted by Mobile Mob View Post
    Question: What does qa mean?
    Quality Assurence...

  4. #4

    Re: Respectful Suggestions on how to manage customer expectations

    Assurance, with an A. I work in it.

  5. #5

    Re: Respectful Suggestions on how to manage customer expectations

    Quote Originally Posted by Faustus View Post
    Assurance, with an A. I work in it.
    Sorry for the typo 😎

  6. #6
    Kingpin Dr death's Avatar
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    Re: Respectful Suggestions on how to manage customer expectations

    Communication is key. Things go wrong. Equipment breaks down and needs replacement, which is what I suspect has happened with the most recent lag on top of the security enhancements that were made.

    The worst thing you can lose is trust. Tell us the truth, good or bad and get it out there quickly. When there is a problem, update us frequently, even if you do not have much to say, it at least let’s the community know you are there.

    Discord is a good for some quick back and forth also. Just 2-3 minutes every few hours when there is a major problem.

    We spread your words like a wildfire to our empires and others so your message does get out. A message also gets out when you do not communicate, it just may not be the one you want it to be.

    When you first took over, some of us told you that communication was key. For a time, you listened. Go back to that time. I know it is time away from your other work, but consider this part as important if not more so than the actual work on the game.

  7. #7

    Re: Respectful Suggestions on how to manage customer expectations

    Been a day and a half with no updates and thatís just hard to excuse when people already spent money. If you do t have an eta yet then give us an eta I. The eta. Set expectations and keep us in the loop please, this is annoying

  8. #8

    Re: Respectful Suggestions on how to manage customer expectations

    Quote Originally Posted by CHFIII View Post
    Been a day and a half with no updates and thatís just hard to excuse when people already spent money. If you do t have an eta yet then give us an eta I. The eta. Set expectations and keep us in the loop please, this is annoying
    Someone has to be held accountable for this.

  9. #9

    Re: Respectful Suggestions on how to manage customer expectations

    An educated guess would be that the devs stabalised the servers in time for the weekend (when theyre generally less active/not about) due to the eve lag issues to then follow up with the event next week.

    The communication could of been a bit clearer from a player point of view, however most seasoned players would probably take a stab in the dark and assume that this would be the most likely scenario.

  10. #10

    Re: Respectful Suggestions on how to manage customer expectations

    Quote Originally Posted by Warplay View Post
    An educated guess would be that the devs stabalised the servers in time for the weekend (when theyre generally less active/not about) due to the eve lag issues to then follow up with the event next week.

    The communication could of been a bit clearer from a player point of view, however most seasoned players would probably take a stab in the dark and assume that this would be the most likely scenario.
    I'm not even concern about when will it be back up and running. Leaving negative comments not going to make it any faster. Just enjoy the game and it will be up when it's up. Even if they did give you an ETA. And they found another problem where they couldn't meet that ETA. Then all the none understanding players will leave more negative comments then be asking for freebies

  11. #11

    Re: Respectful Suggestions on how to manage customer expectations

    Quote Originally Posted by Kilolbs View Post
    I'm not even concern about when will it be back up and running. Leaving negative comments not going to make it any faster. Just enjoy the game and it will be up when it's up. Even if they did give you an ETA. And they found another problem where they couldn't meet that ETA. Then all the none understanding players will leave more negative comments then be asking for freebies
    This! The intentions are not to rob anybody of anything but more to resolve the issue causing the lag. Its obvious they have not figured it out and patience is key here. I personally dont want them rushing the issue only to find out it made something else geek out. Please be patient, untill they figure out the source of the issue and determine how long it will take to fix is the only time I want to see a post from a Dev. I do not want to see posts from Devs pandering to impatient players only to make the situation worse.
    http://underworldempireforums.com/image.php?type=sigpic&userid=11583&dateline=138589  0795

  12. #12

    Re: Respectful Suggestions on how to manage customer expectations

    It isnít pandering to provide periodic updates to people who may have a genuine concern after spending significantly on the interrupted event.

    The last update was that they were working on the display issue non stop. That seems demonstrably false given the time it takes to roll back code and return to the previous state - this isnít new functionality and it worked earlier.

    It happens that I have multiple teams across multiple industries performing production support activities and it isnít a matter of impatienc on the part of impacted users, it is a standard beat practice to clearly communicate and set expectations when things break.

    It is not my intention to do harm, rather as someone with 10s of thousands invested in this game I have a vested interest in seeing it prosper and grow.

    There are issues you canít avoid when pushing frequent updates and sometimes you need to roll back and test before you push a change back to prod, thatís expected and realistically it is simply an inevitability. The key to managing incidents is to manage expectations and communicate what to expect. For players who have come in top 10 in this particular event format it takes a significant amount of time as well as the thousand bucks to do that. It isnít unreasonable to expect the vendor to provide basic updates and anyone whoís ever worked in the industry knows full well that when you canít give an eta you still give status and let people know when the next status update will be.

    If they really have no idea on day 4 of an outage that would be really BAD and I doubt that is the case. Itís self inflicted damage to perception to remain silent. Am I confident that the couple hundred I already put into the event will be credited? Sure - but that should not require faith it should only require reading an update that clearly sets expectations.

    This isnít my opinion, best practices for hosted solutions providers are fairly standard and well understood and Iíd like to see the game prosper so it irks me when the gameís future is unnecessarily jeopardized by easily avoidable and absolutely controllable gaffs in incident handling.

  13. #13

    Consigliere Game Guru

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    Re: Respectful Suggestions on how to manage customer expectations

    Purpose of thread (i think) was not meant to bash/attack devs but rather to raise suggestions on how to aid devs manage customer expectations.

    Anywho, we will always have various and differing thoughts and i personally welcome all (within FORUM TOS reasoning).

    Agreed.
    Quote Originally Posted by Kilolbs View Post
    I'm not even concern about when will it be back up and running. Leaving negative comments not going to make it any faster. Just enjoy the game and it will be up when it's up. Even if they did give you an ETA. And they found another problem where they couldn't meet that ETA. Then all the none understanding players will leave more negative comments then be asking for freebies
    I concur.
    Quote Originally Posted by Aprilwine View Post
    This! The intentions are not to rob anybody of anything but more to resolve the issue causing the lag. Its obvious they have not figured it out and patience is key here. I personally dont want them rushing the issue only to find out it made something else geek out. Please be patient, untill they figure out the source of the issue and determine how long it will take to fix is the only time I want to see a post from a Dev. I do not want to see posts from Devs pandering to impatient players only to make the situation worse.

    Cheers.

  14. #14

    Re: Respectful Suggestions on how to manage customer expectations

    And still no acknowledgement.

  15. #15

    Re: Respectful Suggestions on how to manage customer expectations

    nope no acknowledgement but dont worry, the new promo is there to make it all go away. make sure to buy it otherwise the event wont come back nor will empire drops ever be found

  16. #16

    Re: Respectful Suggestions on how to manage customer expectations

    Quote Originally Posted by Stif View Post
    nope no acknowledgement but dont worry, the new promo is there to make it all go away. make sure to buy it otherwise the event wont come back nor will empire drops ever be found
    Promo was nice in that it shows someone still works there and can push changes. Purchased it on all 5 toons since Iíll need the fp if they resume the event. Day 4, no updates, oh well.

  17. #17

    Re: Respectful Suggestions on how to manage customer expectations

    A few hours ago on discord Duke mentioned that they need to release a new client to fix the issue and that they’re still waiting for Apples response.

  18. #18

    Re: Respectful Suggestions on how to manage customer expectations

    I hate that we have communication sometimes thru App sometimes thru Facebook and sometimes thru forum and now discord. Please can we just have one place or update all?

  19. #19

    Re: Respectful Suggestions on how to manage customer expectations

    Quote Originally Posted by GQuest View Post
    I hate that we have communication sometimes thru App sometimes thru Facebook and sometimes thru forum and now discord. Please can we just have one place or update all?
    They need a communications manager which should include a team for customer support, social media, forum, chat app. It seems like now random members of the team just post and itís wherever they are at the time.

    Corporations should know how to handle PR issues, by releasing official statements and all it takes is a link of a copy of it posted on every platform to spread the word.

  20. #20
    Underboss Quaranj's Avatar
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    Re: Respectful Suggestions on how to manage customer expectations

    Quote Originally Posted by Xcali1985 View Post
    They need a communications manager which should include a team for customer support, social media, forum, chat app. It seems like now random members of the team just post and itís wherever they are at the time.

    Corporations should know how to handle PR issues, by releasing official statements and all it takes is a link of a copy of it posted on every platform to spread the word.
    I think the pool of resources is so small that that would be an immense allocation of tasks for a small amount of people.

    Not disagreeing with you, I just think we're dealing with a smaller group overall than we might think we are.

    Should they? Yes. Will they? Maybe once growth allows them to hire more bodies I suspect... but they would be ahead of that already with some marketing decisions made here that encouraged wallets to open more frequently. There's a big "not spending any more money on UE camp" and that isn't helping them flood HR with interviews. I'm not saying that players aren't justified in that sense either - just that the snake is eating its own tail at this point until something better or the eyeballs come along. Whichever happens first. :'D

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