Customer support update!

Hestia

SOURCE

 

Since the launch of Alpha we have been steadily been receiving 400-600 emails per day. Initially we did not have the staff to support such capacity but have since built an entire support team that has been kicking much ass! Just yesterday the team handled 2300 emails and continue to smash through emails to pick up the huge backlog of support tickets. We have also grown our Customer Satisfaction rating by 23%. You may have noticed a lack of my presence on the forums and this is why  along with building this team from the ground up I am working in the trenches with them to ensure we get to your tickets asap! 

To get some additional help I have created a new Tech Support forum. Initially, this will be handled by our awesome moderators who are very tech savvy and have already been helping you guys out. We would love if players helped players as well. as such we will be implementing the reputation system again. Abuse of this system can and will lead to forum bans.

Please make sure to read the stickies and use the search before asking for help  also if you do not have access to the forum activate your Forum Badge. 

If your issue is fixed on the forum before your ticket, please mark your ticket solved 

Current Goals

1. Get rid of the backlog of support tickets completely.
2. Attain a 15-30 minute turnaround on support tickets. 
3. Raise customer satisfaction to 80+% (This number will be difficult to obtain with banned players and people that are not eligible for refunds)
4. Get the support staff on the forums, in game, Twitch streams, on Facebook, and Twitter participating directly with the Community. 

We thank all of you for your understanding and making this the greatest community on the internet!