Being a player support agent is, at times, not an easy job. While the majority of people you deal with will be polite and cooperative, you will also encounter your fair share of difficult players. MoGi’s multilingual player support teams have a wealth of experience in dealing with all kinds of requests and, though the language is different, it seems gamers all over the world will try the same tricks. Below is a list of typical tickets you can expect to see, along with a little insight from one of our player support agents.
1. Players who demand refunds they’re not entitled to:
While many refund claims have merit, some players will ask for refunds for spurious reasons. For example, some users may decide they want a refund simply because they don’t like the game, or because their device isn’t capable of running the game. In these instances, it’s important to be understanding, yet firm, in informing the user that they’re not entitled to a refund.
“When people don’t like something, their immediate reaction is to want their money back,” says our player support expert. “But, legally, you can only issue money back if there’s something specifically wrong with the game. Businesses don’t get ahead doling out refunds to anyone who asks!”
2. Players who are novices with technology:
People who rarely use computers still play games on their mobiles. It’s also possible that parents will try to seek support on behalf of their children. This can mean you end up interacting with players who have very little knowledge of technology, and will need to be coached through the steps of fixing their game. Remember to be patient, even though it can be frustrating. Not everyone is familiar with gaming devices, and even you were a novice once!
“You may have to use technical terms that players don’t understand, or direct them through some menus that they’re not familiar with,” says our expert. “Pictures and screenshots are the most helpful thing you can use in these cases. Show them what they’re looking for.”
Some of the more persistent (or angry!) users may try to send multiple complaints about the same issue, particularly if you don’t answer in a time window that they consider acceptable. Remember that you’re not obliged to answer more than one ticket in this instance. Answer their first ticket and keep your cool. Multi-ticket spammers may well believe they’re entitled to preferential treatment, hence the many e-mails and messages!
“We’ve dealt with plenty of these users. It’s not unusual to receive eight or so tickets in the space of a 24-hour period from the same player,” our agent explains. “This actually makes things move slower because each new ticket resets the 24-hour OOSLA countdown”
4. Abusive Players
Okay, now we’re getting into more serious stuff. Sometimes, angry players might take out their frustrations on the player support staff. From impatient rants and insults, to threatening legal action, our seasoned player support agents have seen it all, and this is what they have to say –
“If you let that stuff bother you, you’re in the wrong line of work! Most of it is easy to shrug off, but sometimes it can go too far. We’ve heard tales within the industry of players getting hold of the personal social media profiles of player support agents and spamming them with demands and complaints. It’s always important to protect your player support reps.”
Remember, always maintain your professionalism, even in the face of abuse. Not just because it’s better for the company, but because it’s better to be the bigger person in any situation like that!
5. False information
You’ll come across some complaints where the information provided either doesn’t match up, or players won’t be able to remember their own information (or at least claim they can’t!) Often, this is because the customer gave the wrong information on purpose when they signed up. This could be because the player is underage, using a credit card that doesn’t belong to them, or any number of reasons. You may also come across players masking their IPs for security purposes.
“Players who provide false information will often get caught out when they’re looking for support,” says our expert. “If they gave wrong info on purpose, it’s not your problem. If you can’t help them, you can’t help them!”
There have been a handful of high-profile hackings on MMO games over the years. When that happens, it’s very much an all-hands-on-deck situation as the developer tries to wrestle the game back from the hackers. During this time, it is more than likely that you will hear from waves of players who are experiencing issues or looking to find out what’s happening. Amidst the chaos, it is vital that the player support departments stay calm.
“A game hack is pretty much an immediate code red; one of the worst things that can happen,” says our agent. “You’ll need to focus, and probably work harder than you’ve ever worked before. But just remember that it’s temporary. The developers are pros, and will get the game back. Until then, just do your best!”
So there you go, six of the typical experiences you are almost certain to go through as a player support agent. However, it’s important to remember that these instances are drowned out by the overwhelming number of positive interactions with gamers who appreciate your help and support. At the end of the day, we all share a passionate love for gaming, making being a player support agent a very rewarding experience, 99.9% of the time!