Chart of Departments?

[mastermesh]

Recently one of my support tickets was responded to with a statement that indicated that "We have informed the responsible team about your questions." I submitted a second ticket about this asking who the responsible team was and was told in a reply ticket that it was "the development and design department."

This is the first time ever that I have received a support reply giving the name of the department that the issue was forwarded on to. This may be a baby step, but it is a gigantic major first step towards the improvement of customer service. Adding that little piece of information to first replies to support tickets would enormously help customer confidence!

Up to this point in time, any support tickets that were forwarded to other departments by support never, ever mentioned the actual name of what department the issue was sent on to. Just merely adding the name of the department that the issue was sent on to would massively improve the public's perception of Mindark I believe.

Is there more Departments at Mindark other than Customer Service Department and "the development and design department?" Perhaps there is a chart of departments you might want to list or something. If you don't want to release that, it's ok... just at least tell the support team to put that sort of information in their replies instead of "the responsible team" in their replies. That "the responsible team" is a vague phrase that leaves the customer having no idea if the issue was really sent to anyone or just sent to a trash bin somewhere....

Unfortunately, yes, this might mean that people in various departments might, Oh My God, have to be held responsible for handing issues since they are "the responsible team."

I know that this won't probably help make anyone more accountable or anything, but it does seem like it might help customers that have support tickets actually feel like their issues are really being forwarded to real people in real departments, which would massively increase customer satisfaction, or at least customer perception that Mindark and/or planet partners actually do know what they are doing and are doing so in a business like manner.

[Magyar]

Sure why not. A linked org chart on the support page giving the basic structure of how MA interfaces with the customers on a support level might be helpful.

It probably would take an hour or two of work on Visio, plus an hour of time creating the links to the page on the site CMS and adding the chart. Customers could then feel a little bit less "in the dark."

Ultimately it accomplishes nothing on the functional end of things, but its a feel good piece that can be translated into goodwill gestures between the company and its client base.