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Hi,
I'm Tae, the lead of customer service here at Gaia, and I'm taking your comments very seriously. I'm sorry to hear about some of your experiences and I'd like to help in any way I can. There are multiple topics in this thread, so I'll start by addressing the one I specifically handle: customer service response times.
I know getting a response from Gaia HQ about a general inquiry or about a hacking situation has taken Gaia waaaaayyyy too long. When I started here at Gaia earlier this year, I got a lot of comments about it and we made it a high priority. Since then, our response times have gotten much better. Even though it's gotten a lot better in recent times, we're still not happy with it, so we're continuing with it and you should see a big difference when we're done in a few more weeks. See below for actual examples of the progress and I'll see about sharing some response time metrics that I think you'll find interesting. Most companies will not share internal metrics with the public, but I think you guys deserve to see some of it.
I'm very concerned about some comments about unprofessional comments/responses from "staff." I'm not sure whether you're talking about a response you got from a mod, an admin, a developer, an artist, staff, etc. So, those of you who personally had a bad experience, please give me details so that we can improve in those areas too. I'll need examples, dates, usernames, what was said/typed, etc. so that we can work on training them for better/more professional service. Only with specific cases, screen caps, PMs, etc. can we address them, so please provide the details (they're far more helpful than generic comments as "they suck" or "the response I got was unprofessional" ).
I don't want anyone's "dirty laundry" to be done in public, so please send me the above details via private email. Send them to my attention at: membertalk at gaiaonline dot com (reformat address) and I'll do what I can to personally read each and every one. Please use that address for this specific topic only -- use the standard procedures for reporting other stuff.
Again, I'm sorry some of you had a bad experience, but we'll review each report of unprofessional service and take the appropriate actions.
Thanks for your feedback and input, and for listening to what we're doing about the things that, frankly, we're not happy about either. I hope you find this information helpful.
Tae
Examples of response times since January '08:
- Responding to General Inquiries use to take us over 93 days! Ugh. They now take less than 2 days typically. That's a 98% improvement on response time.
- Responding to Hacking Reports use to take us over 250 days at one point! OMG! Unforunately, the reports take a really long time to process since we're extra careful to take everything into account while restoring the accounts to the pre-hack date. We're currently handling cases that were received 22 days ago! That's an 88% improvement but it's still 22 days. We're not happy with that yet, so we're pushing even harder to make that faster and we won't stop until we AND you are satisfied.
I'm Tae, the lead of customer service here at Gaia, and I'm taking your comments very seriously. I'm sorry to hear about some of your experiences and I'd like to help in any way I can. There are multiple topics in this thread, so I'll start by addressing the one I specifically handle: customer service response times.
I know getting a response from Gaia HQ about a general inquiry or about a hacking situation has taken Gaia waaaaayyyy too long. When I started here at Gaia earlier this year, I got a lot of comments about it and we made it a high priority. Since then, our response times have gotten much better. Even though it's gotten a lot better in recent times, we're still not happy with it, so we're continuing with it and you should see a big difference when we're done in a few more weeks. See below for actual examples of the progress and I'll see about sharing some response time metrics that I think you'll find interesting. Most companies will not share internal metrics with the public, but I think you guys deserve to see some of it.
I'm very concerned about some comments about unprofessional comments/responses from "staff." I'm not sure whether you're talking about a response you got from a mod, an admin, a developer, an artist, staff, etc. So, those of you who personally had a bad experience, please give me details so that we can improve in those areas too. I'll need examples, dates, usernames, what was said/typed, etc. so that we can work on training them for better/more professional service. Only with specific cases, screen caps, PMs, etc. can we address them, so please provide the details (they're far more helpful than generic comments as "they suck" or "the response I got was unprofessional" ).
I don't want anyone's "dirty laundry" to be done in public, so please send me the above details via private email. Send them to my attention at: membertalk at gaiaonline dot com (reformat address) and I'll do what I can to personally read each and every one. Please use that address for this specific topic only -- use the standard procedures for reporting other stuff.
Again, I'm sorry some of you had a bad experience, but we'll review each report of unprofessional service and take the appropriate actions.
Thanks for your feedback and input, and for listening to what we're doing about the things that, frankly, we're not happy about either. I hope you find this information helpful.
Tae
Examples of response times since January '08:
- Responding to General Inquiries use to take us over 93 days! Ugh. They now take less than 2 days typically. That's a 98% improvement on response time.
- Responding to Hacking Reports use to take us over 250 days at one point! OMG! Unforunately, the reports take a really long time to process since we're extra careful to take everything into account while restoring the accounts to the pre-hack date. We're currently handling cases that were received 22 days ago! That's an 88% improvement but it's still 22 days. We're not happy with that yet, so we're pushing even harder to make that faster and we won't stop until we AND you are satisfied.
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