As we mentioned in our last blog post, the Customer Support team continues to drive a series of changes to the way in which Linden Lab delivers support to our Resident community. We are examining our support offering from top to bottom, using the data from our new support system, your survey data, blog feedback, and industry standard practices to help shape our approach.
Some of our changes will be apparent to you, like the look and feel of the new case and live chat systems and our coming self-service tools. Others will be structural and won't be immediately apparent, like our internal support tools, but their benefits will reveal themselves over time as they enable us to address your issues more quickly.
As we approach these changes, we have a number of high-level goals in mind:
- Leverage industry best practices, and our own hard-earned lessons, to create a comprehensive customer service offering.
- Respond to high-urgency, business-critical requests more quickly.
- Better address product and service issues before they become a support interaction.
- Provide all Residents with better self-service tools to help solve issues immediately.
Changes to Support for Basic Residents
As part of these changes, we are examining the types of support we offer Residents of all levels, in an effort to provide better, more responsive service to the most business-critical issues. Starting on Wednesday, October 13th, we will simplify and reduce the types of cases that Basic Residents can file and direct them to our self-service tools on your account page, or search the Knowledge Base or Second Life Answers for solutions. As a Basic Resident, you can still file cases about most account issues, billing issues, marketplace issues, and some technical issues.
Improving Support for Premium and Concierge Residents
As we increasingly direct Basic Residents to self-service tools, we are exploring ways that we can better service and support our Premium and Concierge Residents. These Residents –who are often landowners, merchants, and inworld business owners– will continue to be able to file the full range of cases, have access support via live chat, and in the case of Concierge Residents, have access to phone support. As we begin to see the impact of the changes we have underway, we expect our response times across all of these channels to improve.
This announcement is one of many to come soon as we work hard to provide faster, more effective customer service. We look forward to hearing your feedback as these changes roll out.