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Re: hidden customer support potential

• alosso 21,094 Posts

  Sat, Oct 27 2012 9:52 AM

  from Re: Averages Dropping Like Rocks....

  WGTpizza:

  We have moderators that monitor the forums 24/7 but that's not under my purview.

  Just curious: What are they doing while monitoring 24/7?

  Besides of you I've only seen Icon on a regular basis, a great help but not in plural.

  If the other(s) had only one subject to cover he/she/they might add tremendously, in double figure %% to your customer support which - unfortunately - leaves many questions unanswered.

  Could you please pass this proposal to the top management?

  (Edit: Typo on %% corrected)

• WGTicon 12,511 Posts

  Sat, Oct 27 2012 2:52 PM

  alosso:

  from Re: Averages Dropping Like Rocks....

  WGTpizza:

  We have moderators that monitor the forums 24/7 but that's not under my purview.

  Just curious: What are they doing while monitoring 24/7?

  Besides of you I've only seen Icon on a regular basis, a great help but not in plural.

  If the other(s) had only one subject to cover he/she/they might add tremendously, in double figure && to your customer support which - unfortunately - leaves many questions unanswered.

  Could you please pass this proposal to the top management?

  I try to cover 24x7, as in I am not here 24x7, but I try not to just cover 9am-5pm, but 12pm-5am as I can

   

  so, ya, I will check forums at 4am and reply at 5am, depending on my insomnia/etc

  I don't know of many forums that are actually covered 24x7

  -wgticon

• SHRUDE 5,835 Posts

  Sun, Oct 28 2012 10:22 PM

  WGTicon:

  I don't know of many forums that are actually covered 24x7

   

  yeah pretty much all the major forums are.

  Google Community

  Whirlpool Forums

  to name a couple

  Section moderators x 2 or 3 for each forum topic with moderators from all parts of the globe to cover all time zones. This means possibly 4 - 5 section moderators per Thread topic.

  Other less active threads or more self managed threads need less of  course.

   

• WGTicon 12,511 Posts

  Mon, Oct 29 2012 1:08 AM

  SHRUDE:

  WGTicon:

  I don't know of many forums that are actually covered 24x7

   

  yeah pretty much all the major forums are.

  Google Community

  Whirlpool Forums

  to name a couple

  Section moderators x 2 or 3 for each forum topic with moderators from all parts of the globe to cover all time zones. This means possibly 4 - 5 section moderators per Thread topic.

  Other less active threads or more self managed threads need less of  course.

   

  That's not a fair comparison. Because then, once can bring up msn, yahoo forums and so on :)

   

• 2DAMFLASHY 1,141 Posts

  Mon, Oct 29 2012 3:08 AM

  its cool ..ICON 

  some of us don't need to be BABY SAT,, 24/7...... :) .. an can wait for ya to get dun with a nap 

  Thanx,,,, for all ya'll do ... 

   

  carry on ... 

   

• alosso 21,094 Posts

  Mon, Oct 29 2012 2:15 PM

  Icon,

  I never meant to come near to addressing you, and I said so.

  Alas, WGT announced further ppl occupied with the fori, and I wonder why they are invisible. Wouldn't it be great for you to have help in your invaluable work, since he/she/they are here anyway? IMNSHO the customers need it!

• WGTpizza 1,656 Posts

  Mon, Oct 29 2012 2:31 PM

  alosso:

  Alas, WGT announced further ppl occupied with the fori, and I wonder why they are invisible. Wouldn't it be great for you to have help in your invaluable work, since he/she/they are here anyway? IMNSHO the customers need it!

  Icon and I are people who interact with the community as well as moderate. There are other employees at WGT who have moderation capabilities, and they monitor the forums 24/7 for any emergencies.

   

  Stay classy,

  -WGTpizza

• SHRUDE 5,835 Posts

  Tue, Oct 30 2012 1:14 AM

  WGTicon:

  That's not a fair comparison. Because then, once can bring up msn, yahoo forums and so on

   

  MSN isnt a forum it is a Client. Yahoo also offer worldwide services apart from search portals.

  WGT is a world wide game,

  Google Community is PURELY a forum that offers nothing else, as is the Aussie Whirlpool forums.

   

  WGT ha hundreds of thousands of members of which maybe 10% ar in the forums, 

  WGT NEEDS, forum/ section moderators.

  WGT forums need consolidation and MUCH better moderation.

  at the moment, the two of you are doing what you can, when you can.

  Although we appreciate it, thats not enough.