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It's an open secret that Funcom's customer support for Anarchy online was, well, Anarchy offline. Now they put out a press release, telling the world that they now get professional assistance in that case:
International games developer and publisher Funcom today announced that it has retained the Themis Group, a game service solutions provider, to consult on Anarchy Online, Funcom’s recently released massively multiplayer online role-playing game.
The group is working from Funcom’s North Carolina office and is focusing on ways to improve Anarchy Online’s customer support, in-game events and community programs. The overall goal is to help Funcom build a customer-driven culture that can provide the best service for the company’s games.
"After spending two full days answering customer e-mails along with our staff, I know firsthand the challenges of a customer service department," Funcom president Andre Backen said. "We are confident that the Themis Group will help us surpass these challenges and make Anarchy Online the best experience possible."
Jessica Mulligan, president and co-founder of the Themis Group, is leading the 5-person consulting team assigned to Anarchy Online. The group consists of talented staff members who have worked on other games in the MMORPG genre, such as Ultima Online and Asheron’s Call. Such games provide unique challenges, and this group is now bringing its extensive knowledge to Anarchy Online.
Goals for the Themis Group’s engagement at Funcom include:
Building more friendly, less formal community relations with more frequent commentary by AO insiders and greater opportunities for player input;
Decreasing in-game petition and e-mail response times, creating better tools for customer service personnel to solve problems;
Expanding the event program to help make AO’s four-year story arc come alive to the players;
Improving the experience for new players with an expanded greeter (introduction) program;
Moving towards a "zero surprises" philosophy with regards to player notification of fixes and changes;
Prioritizing development efforts on issues (such as bugs) which are most damaging to player satisfaction.
Players can expect more in-depth, open communication from Funcom’s community team and customer service, along with the exciting storyline that starts in the game on Halloween. |
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AO seeks Professional Help
