| 2 people marked this as a favorite. |
No doubt troublesome to do quickly, but I wonder if it would be good in that forum if when you "submit" a new thread it asked you to characterize the query via a checkbox (obviously these are just off-the-cuff, illustrative suggestions, CS would know the best categories):
1. Money has left my account incorrectly
2. I have placed an order I want changed
3. My subscription for this month has an issue
4. A previous order has some issue
5. Can't place an order
.
.
.
6. General query about how things work
It might then help CS to prioritize and cut down on snarkiness. I wonder if you could also implement an auto-lock on the thread (other than CS and the OP) for everything other than the last category to stop helpful community members inadvertently delaying resolutions (or deliberately delaying things to "make a point").
There is also the common issue of card charges not being approved and (because no clear error message is given to the customer) being mistaken for successful charges that resulted in no product being shipped or dropped into downloads. By its very nature, this problem is most likely to affect the newest customers who are least familiar with the peculiarities of the system.
Years ago, they have a pinned post explaining this issue, but it seems that they unpinned it and let it drop so far down that I would have trouble finding it, let alone a new customer who would not even suspect its existence.
But for the more general issue -- the "Submit a Ticket" option on the Heroforge site looks like a good model for Paizo to consider. The siloing of the issues by multiple choice selections would handle prioritizing things nicely, and they could be set up so that only a few of the options create publicly visible threads.
Of course, a big problem is that they only have so many resources to devote to upgrading their site, and they have been in crisis mode for months.