Buy Runescape accounts 2014

It's National Customer Service Week here in the UK, and as Head of RuneScape Customer Support I wanted to let you know about some of the changes we've made to our Customer Service teams recently. I’m deeply conscious that there’s still a great deal of work to do – but equally, there’s a ton of good work we do for RuneScape players that you’re probably unaware of.

We’ve a series of events planned over the next few days – Q&A sessions, more information on how we work, and a competition - but first, let me share some stats about your Customer Support.

Customer Support Stats

We’ve helped almost half a million players in the last 12 months with questions about account recovery, technical help and payment support - that’s almost 10, 000 players helped every week, and over 56 players every hour of every day, 24/7.

With 28 people in the team, we’re currently responding to over a quarter of all support requests within 1 hour, and the vast majority within 24 hours.

Of course, hitting decent response times is good, but if we’re not answering your questions first time, then we’re wasting time your time - and ours, when we could be helping other players.

That’s why we also focus on First Time Resolution. Over the last year, 7 out of 10 queries were answered first time – and with recent focus, we’re nearing 8 out of 10.

Finally, I’d like to share the Customer Satisfaction ratings, given by everyone who contacted RuneScape Customer Support over the last year:

• Average score of 7 out of 10
• 75% rated us 8 out of 10 or higher

In the last 12 months, over 23, 000 players have filled out this survey – that’s over twice the rate of responses most companies get. This feedback has been hugely helpful, so thank you!

Now, that’s not perfect by any means, but it's higher than you might think. Being totally honest, though, 12% of you scored us a zero, and that’s far too many for me.

As a result, we’ve recruited new people into the team; we contact as many players as we can who are unhappy with the service to understand what went wrong; and we’re opening ourselves up this week to better understand where we need to improve.

Changes to our Support Teams

I mentioned earlier that we’ve recently made some changes to our support teams.

We used to have separate teams – Account Help, Payment Support, Tech Help etc. - but we found that each team was too blinkered in its approach, and wasn’t geared up to understand your support issues across a range of areas.

From your perspective, you don’t care (rightly!) whether the JMod you’re messaging is Account Help or Tech Help trained – you just have your questions about your account and expect an answer in a reasonable amount of time.

If we then have one JMod answer one part of your question, and another JMod the rest, it slows us down, meaning it takes longer to get you your answer – and there’s also a chance that we’ll miss something.

That's why we’ve undergone a serious amount of cross training with our JMods to be able to deal with multiple types of queries. Now, they take personal responsibility for your queries - whatever they may be - and chase down solutions as quickly as possible.

We’ve also moved away from email, and now use our own in house ticketing systems - usable whether you know your login details or not - via web contact forms available through the Support Centre.

Most players who go to the Support Centre find their answer almost immediately, so using the Support Centre as the route through to the ticketing web form means that the vast majority of questions are answered without the need to wait for a response.

There’s always more we can do to improve the Support Centre, so we’re relying on your feedback. Tell us where it needs tweaking!