STALCRAFT technical support has been working only on Vkontakte for a long time. This imposed serious restrictions on users and agents, which made it impossible to optimize their work and improve the quality/response time to requests. For example:
— compulsory registration with VK for the treatment of
— it is impossible to divide the dialogue into separate questions
- shifts of messages in the queue for processing
— missing dialogues and the like.
First attempt
The idea to" move " Support came to the EXBO team a few years ago, when the volume of questions exceeded a hundred per day. In 2018, the first and very simplified version of Support was developed and launched, in which the player could leave a question and get an answer to it. It never reached a wide part of the audience — technical limitations and poor organization led to the fact that in 2019 it had to be disabled.
At the same time, in 2019, the issue of restoring the Support base was raised again. Various options were offered: ready-made platforms from third-party developers, working via email, updating the old version of Support. Ready-made platforms had to be rejected due to the lack of vital features for us, so we had to think about the "opensource" option.
What have we come to
We took the open source platform as a basis — this allowed us to adapt it to our needs and add a lot of additional features. Our web developers (together with QA, support and moderators) have been working on, fixing, filling out and testing our new platform for You for several months.
Today we are launching an updated website https://support.exbo.ru/ - now every player can contact technical support, regardless of their country of residence. You can log in to the Support site using the same "username\password" link as on the EXBO site.
You can create a new ticket in the "My requests" section: select a category, describe the problem, and attach screenshots.
Along with tools for communication with technical support agents, a "Knowledge Base" was created for players — an electronic catalog of articles that help solve the most common technical, gaming and many other issues. In the future, it will be updated and edited as new topics for coverage become available.
Technical support, which worked exclusively on Vkontakte, processed more than 400 requests per day, and at times of peak load — about 1000. We believe that the introduction of the new database will help agents process your questions even faster and better, as well as improve communication between players and developers. You can still contact technical Support via VK messages, but only for simple questions and quick answers. If Your problem requires more thorough processing, You will be redirected. We are waiting for everyone to come to the new Support EXBO platform !
