Celtic Heroes

Good idea but requires a massive amount of work and a far bigger support team, WOW probably beat us in the numbers game.

I have to agree with Muldar on this, it isnt an easy thing to manage.

In the IT industry, the more support requests you have is an indication how poor the product is. I suppose it also applies on all other products but more so in software when you have tickets upon tickets of unresolved incidents. The real question that we should be asking is why are there so many support tickets? What's causing them? And not why do they take so long?

In my projects last year, we spent a great deal of time and effort focusing on VOC (Voice of the Customer) feedback on our products that we have had in place for the last 10+ years. Instead of upgrading our product with new features just like we did every year, we sat down with our core users and did some research on how they used our products.

The results were extremely pleasing as we delivered the same but improved product that increased our satisfaction rating from 64% to 93%, and also a drastic reduction in Help Desk & Support requests.

It doesn't take a big team to improve a product, it just takes readiness and acceptance to see the true picture and real insight of your customers and willingness to address issues.

I think the keyword in what Aileron described was "acceptance". OTM seem to think everyone is wrong and declined almost all needed improvements.

I think the keyword in what Aileron described was "acceptance". OTM seem to think everyone is wrong and declined almost all needed improvements.

Kind of have to disagree with that one as it directly affects myself.

OTM are very accepting and try to accommodate feedback where we can, sure some things may be a certain way by design but we have made changes due to player feedback.

If we were not accepting and "thought everyone was wrong" we would not have a forum, you would not have someone here everyday listening and making sure it was heard.

If you believe this to be true I am sorry and I hope in future with your continued participation in the forum I am able to change that perspective.

If anyone wishes to discuss further feel free to PM me.