Shulou(Shulou.com)11/24 Report--

This article comes from the official account of Wechat: ID:chuappgame, by Soy Sauce Girl.

Original title: "315" Special issue: how long will it take to find live customer service in the game? "

"the manual service is being accessed. Please wait patiently."

In the past period of time, there has been a lot of discussion about AI. There has been a long-lasting debate about the copyright of materials used for AI training and whether AI will replace manual labor. After the debate, people seem to mention a problem less: it may not be as advanced as AI, which is causing a stir now, but we have already enjoyed a lot of automation in our lives, or, more generally, "intelligent services" from "robots". Such services have long begun to replace real people.

Customer service from various manufacturers on the market is perhaps the most common area in which we deal with robots. I do not know when, when we try to find customer service to solve the problem, the first thing we face is a long list of "frequently asked questions" that have been arranged neatly. The robot customer service will politely ask, "in which area do you want to solve the problem?" Then give an automatic reply by identifying the keywords in our questions.

However, there are always some problems that cannot be solved by robot customer service, such as in the face of more complex situations such as account recovery and misrefund; it is also possible that the operator is not familiar with the online process and wants to talk to real people directly and resolve the demands as soon as possible. At this time, you may realize that some manufacturers do not provide human service options at all in their customer service, and some are hidden deep, as if they are afraid of being found by you. From the perspective of manufacturers, as long as it is manual services, the cost is higher than robots, such services can be less or less. This undoubtedly greatly reduces the communication experience when users really need to solve problems.

So, in different games, how long does it take players to get in touch with a real-life customer service?

To this end, Toule editors found 12 games produced by major game manufacturers to test to see how long it would take you to communicate with the front machine and talk to a real person.

It should be noted that if we spend a long time with smart customer service, the reason we choose to "insist on talking to real people" is that "parents find that minor users have irrational consumption." This demand is not only difficult to solve the complexity of robot customer service, but also in line with the reality that some parents are not good at using online services.

In addition, it should be noted that the efficiency of finding customer service is also different according to the testing period and the needs of players. Players who are familiar with the grievance process certainly spend less time than those who are not familiar with it. In addition, there are a variety of channels to find customer service. Contacting in the game, contacting through the official website and calling the hotline directly will also make the experience of connecting to human customer service different. Our experience may be different from other players, but on the whole, it still has some reference significance.

The following is the experience of Toule editors "looking for customer service".

"Onmyoji" We searched the customer service number of "Onmyoji" through NetEase customer service center. After the phone is connected, the system makes a preliminary classification of the problem, which can be connected to human customer service in about 2 minutes. Artificial customer service will provide customer service work number information in advance, more familiar with all kinds of situations, in view of our minor recharge problem, quickly sent a complaint link.

In view of the special problem of underage recharge, NetEase provided his own "NetEase parent care platform". Parents can click "need help"-"refund request", and then fill in the relevant information according to the prompts on the page. NetEase's parent care platform also has customer service calls, but it also needs to be diverted through the machine after it is connected. Parents can choose the option of "get manual customer service contact information" on the phone to continue, and then receive a text message with human customer service contact information on it.

If it is a problem of underage recharge, you can contact the customer service of "NetEase parent Care platform".

The customer service quickly texted the tutorial video "Dream Journey to the West" mobile games in the current game version, "Dream Journey to the West" mobile games only provide problem feedback in the game settings. If you need "online customer service", one option is to look for "customer service Xiaoyi" under the "Fantasy Journey to the West" mobile games section of NetEase's official website, and solve some common problems by chatting keywords. When putting forward a "manual" request to customer service Xiaoyi, the other party can also provide artificial customer service phone number.

Another way is through the game side of the customer service area, "Dream Journey to the West" mobile games their own official website, search engines and other ways to obtain the number of online artificial customer service. After the phone is connected, it will be diverted to the specific problem according to the voice prompt. Manual customer service is relatively busy, but after a period of time, we still succeeded in talking to real-life customer service.

"customer Service Xiaoyi" found on NetEase's game official website.

In the game official website, customer service area and other locations, you can find the customer service phone "Light encounter" is similar to NetEase's other games. When you try to find artificial customer service in "Light encounter", you should first enter the problem description and let the intelligent customer service screen. Then provide a series of conventional solutions. In addition to the more complex situations such as the recharge of minors, most of the problems can be solved through intelligent guidance. The requirement to enter "manual" in intelligent customer service will be like a mobile tour of "Fantasy Journey to the West" and get a hotline for online manual customer service.

After entering the problem description, you have to go through the intelligent customer service screening. "Arena of Valor" if you want to try to contact the customer service of "Arena of Valor" in the game, it will be automatically redirected to the "Tencent customer service" Mini Program on Wechat. In addition, you can also follow the service number of "Tencent customer service" to try to solve the problem. To solve the problem of recharge and refund of minors as an example, according to the hint, parents need to enter the special "Tencent minor parent service platform", fill in the relevant information in accordance with the system guidelines, and then wait for human customer service for feedback and processing. This platform can not only appeal for refunds, but also provide educational guidance and psychological counseling related to parent-child relations.

For anxious parents, the service number also provides a complaint hotline for parents of minors. This hotline is busy and requires a long waiting time during peak periods such as weekends and holidays. In the process of waiting, Smart Voice reminded me that appealing on the above parent service platform would be a more efficient way.

Want to ask other questions about the game, such as the Bug, season awards, etc., also need to go through a similar detailed diversion process. Relatively simple problems can basically be solved through self-service.

Before finding artificial customer service, you need to go through a more detailed diversion process. "Game for Peace" Tencent's game customer service belongs to the same department, and the process for dealing with various problems is relatively consistent. Selecting "contact customer service" in the "Game for Peace" game will also automatically jump to "Tencent customer service" on Wechat. If parents encounter problems, after entering "child recharge", as mentioned above, the service number will provide a parent complaint hotline received manually. However, this kind of popular games, players will also have a large number of inquiries, if in peak hours, the hotline is not easy to connect compared with other small and medium-sized games, it will take a long time to wait.

The customer service buttons in the game often jump directly to the unified "Tencent customer service" Wechat service number "Love and producer" to find artificial customer service in "Love and producer". After clicking on the user's profile picture and selecting "customer service", you can see the "manual customer service" button in a more conspicuous place. Although the customer service assistant is still encountered immediately after entering, and there are common questions to choose from, as long as you enter "manual", you will immediately enter the process of summoning human customer service.

When we tried, the response of the artificial customer service was so fast that a real person who called you "cutie" came to say hello within a minute.

As long as you enter key words, you can find artificial customer service "Sword and Expedition" and "Sword and Expedition". After entering the customer service dialog box in the game, the "manual" option ranks first in the conversation card, and you can click to enter the connection process directly without unnecessary operation.

Although the system indicates that we need to wait in line, the actual connection time during our experience is very short, and we can talk to real people in about 1 minute.

Do not need to manually enter "manual" to be able to talk to real people, it is rare that the "original god" is on the "original god" side, players can go to the game's official website to search for customer service feedback guidelines and find customer service phone numbers. On the phone, after a preliminary classification of the problem, about 30 seconds can be connected to manual customer service. The customer service speaks clearly and will provide different solutions to solve the problem. There is a special juvenile growth care hotline for parents' feedback.

Call the "original God" customer service hotline and you can quickly access the live customer service "Destiny / Crown designation" players can find the customer service number on the official website. We dialed three times, the first two times after waiting for 2 minutes, the voice prompt "customer service is busy, redial later"; the third time, the phone was connected after waiting for 2 minutes.

We asked the parents about the refund, and the customer service did not provide the job number information, and repeatedly said that it was not refundable, nor could we query the recharge record through the game. We did not seem to know much about the game itself and the refund process.

The call is connected to the bilibili game customer service center "Ark of tomorrow". We have not yet found the customer service number of "Ark of tomorrow". The customer service contact information provided by the game is only QQ and the official website customer service center temporary conversation, only text dialogue is supported.

After sending a text in a temporary session and waiting for dozens of seconds, the customer service center shows that it is connected to human customer service, and the message reply has a certain time interval, so it should be a real person. After not responding to customer service for a long time, the dialog box shows the end of the session.

After consulting the questions of misrecharge and account exchange, they all gave a stylized but clear answer that "sausage party" and "sausage party" did not set up artificial customer service in the game, but provided the official website address of the operator's heartbeat network. In the customer service section of Xinxin's official website, you can find artificial customer service through online chat. After standing in line for 5 minutes, we successfully chatted with human customer service online. Customer service is polite and calm, speaking standard and stylized. After consulting about underage recharge, customer service provides a link for users to submit complaint information.

Tips in the game can go to Xinxin's official website to contact online customer service.

In the customer service section of Xinxin official website, you can find unified online customer service for all heartbeat games. "three Kingdoms Strategy Edition" and "three Kingdoms Strategy Edition" games have two customer service entrances with basically the same functions, but one of them is hidden more deeply, not in the system settings, but in the Friends column. The customer service entrance of the friends bar has the option of manual customer service, which is also in the form of waiting in line and chatting online.

We waited for 3 minutes before successfully talking to the artificial customer service. Artificial customer service is more enthusiastic, the name is "Huang Yueying", the dialogue also appeared a lot of role-playing words, compared with other customer service has a sense of substitution. We asked the customer service, "is it true that someone told me that he could recharge me at a 40% discount?" The customer service said, "he is a liar."

The customer service channel in the system setup has no manual service function.

The portrait icon in the lower left corner of the friends bar is artificial customer service conclusion after this test, we can find that although intelligent customer service has been widely used, most of the games we tested have set aside more convenient channels for direct access to artificial customer service. In view of the special problems such as the recharge of minors, the relatively large manufacturers will basically open up additional special areas and service platforms to solve them. As for other issues, customer service gives priority to intelligent diversion most of the time, and then communicates with real people after diversion.

A customer service official of a head game manufacturer told Toule that in view of labor costs and efficiency in dealing with problems, the customer service industry now tends to put the value of labor into more complex, difficult and risky types of problems. Some simple problems, such as account recovery, can be solved through system tools or standardized processes, so they are more likely to be received and diverted by intelligent customer service. Of course, the entrance to human services is always open. However, if all labor is used, it will not only increase costs, but also squeeze the needs of relatively urgent users.

In fact, the emergence of various service platforms for parents of minors and the process optimization of such services are also measures taken by enterprises themselves to judge that this situation is more urgent. For this kind of service, manual customer service will be involved as soon as possible after the parents submit the information.

The large number of users and geographical differences that need to be received are also a consideration. Some games have such a large base of players that they are overwhelmed by manual customer service alone, and sometimes there will be malicious complaints. In addition, unlike the telecommunications industry, which has an equally large user base, the telecommunications industry usually sets up a special customer service hotline in each region, which can provide local services to users and can understand dialects in most cases. However, the Internet and gaming industry will not set up special local customer service throughout the country, and sometimes there will be situations where they do not understand the dialect. Setting up smart customer service can also alleviate these problems to some extent.

Of course, the time it takes to find live customer service is not directly linked to the efficiency of problem solving. In today's society where AI is becoming more and more intelligent, this small test is only to take advantage of the "315th" Consumer Rights Day to understand the proportion of "human-to-human communication" in the field of customer service. When intelligent AI is still unable to replace real people, sometimes anxious or angry consumers may just want to hear a sentence of understanding and acceptance from real people.

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