Previously, when a support ticket was closed by the originator or by the Lab, a pop-up feedback box would be displayed. Well, no more.
“I just had a ticket closed, and I got an e-mail from something called secondlife-at-stellaconnect.net,” Whirly informed me. “I thought it was a scam at first!” However, she checked with Alexa Linden, who confirmed the e-mails to be genuine.
In fact, Stella Connect is a platform geared towards improving support staff motivation, increasing the quality of support services and provides a means to help train and develop support staff skills – and it is now being used by the Lab to help in their Second Life support operations. The most user visible element within the system is a new approach to obtaining feedback on support cases, as exemplified by the e-mail Whirly received.
With Stella Connect, when a support ticket is closed, the originator of the ticket receives – as noted – an e-mail via secondlife-at-stellaconnect.net. Within this e-mail is a link the user is asked to use. This takes them to a web page that:
- Displays information on the Second Life support team member who assisted them
- Allows them to rate the support team member’s performance on a star rating where 1 star is a rating of “poor”, and 5 a rating of “excellent”.
- Provide text feedback on why they have given their rating.
In addition, and depending on the star rating given, the user will be asked to do one of the following:
- If they have given a high star rating, they will be asked if they wish to recommend a reward for the support team member providing the assistance (below, left).
- If they have given a lower star rating, they will be asked to indicate specific areas where they feel the support experience could be improved (below, right).
The rewards system is an interesting way of both motivating support staff to provide a positive experience for users, and to help engage users in the entire support process. Alongside of providing information on the support team member who assisted them, the rewards option can help personalise the entire process where the user has had a particularly positive experience.
While discussing this approach, Keira Linden, who supervises the Land Team, informed me the exact details of the rewards are still being finalised, and, over time, may well depend on how popular they are with both support staff and with users (e.g. which of the available options do users tend to select).
We’re still working out the rewards system, but I kinda like giving my folks that go the extra mile to make someone happy an actual reward. The lunch thing will probably happen, but it’s pretty new still. We’ll get feedback from the support folks as well as take a look at what options are popular from the resident side. We’re able to do a lot of customisation there on the rewards.
– Keira Linden, Second Life Land Team Supervisor
Beyond this, all of the feedback generated – positive or otherwise – is directed back into managing support operations. This both allows overall customer satisfaction to the be assessed, and also helps in highlighting weaknesses within support activities / responses with may need addressing. Additionally, the data generated by the system could, if required, be made available to other customer experience teams to help further improve interactions with users, and so on.
So, if you do have support tickets filed with Linden Lab, and you find yourself receiving an e-mail from secondlife-at-stellaconnect.net, you can be assured it’s not spam or a scam – it’s a genuine Second Life related e-mail, and one intended to help the Lab’s Second Life support team assess and improve the support service they are giving to users – so do please take the time to respond to it.
With thanks to Whirly Fizzle and Keira Linden