From our previous blog postings about the new support system, our Premium and Concierge residents should be expecting a way to have a live text chat with our support staff. However, the links to LiveChat are not present on the front page of the new support system.
When designing our new support system, we found that many residents would contact support without first checking the knowledge base for answers. As part of our support improvement process, it was important to us that answers to basic questions be easily accessible to residents. So, we’ve implemented a much more functional knowledge base system, and hope that everyone will use it to look for answers before contacting support. We have also implemented a ticket submission type for suggesting new knowledge base articles.
To use our Live support channels:
Visit: www.secondlife.com/support and log into the support system.
Premium residents: Click the Solution Finder link and go through all the steps. If you cannot find an answer after searching (Step 3), you will be brought to a page that has links to Billing, Inworld and Outworld Support chat services.
Concierge customers have a link on the bottom of the home page of the support system (after the login page) to a Knowledge Base article that has the Concierge phone number and Live Chat link.