In our ongoing effort to improve our support services, we have recently expanded the hours for billing and outworld technical support to 24/7. This was made possible through the use of an outsourced group based in the UK that we are working with very closely to provide excellent service for our residents.
What this means to you is that billing help is available by phone, live chat and ticketing all day, every day, regardless of your location. Outworld technical support (handles issues with your computer accessing Second Life: software crashes, graphics problems, connection issues) is also available via text chat and ticketing 24/7 for premium Residents. We will shortly be providing service in a number of international languages through this portal as well.
Concierge team is also announcing improvements. We have added a new team member (welcome Rowan!) who will be starting with us on September 1st as the Educational Concierge. With the addition of Rowan and another concierge specialist, we will at last be able to bridge that final 5 hour gap and provide 24×7 phone, text chat and ticketing support for the Concierge clients.
We are also very happy to announce that our phone wait time for billing is currently averaging 2 minutes – not the best we can do, but very much better than it has been. Concierge phone wait time is also between 30 seconds-2 minutes consistently.
You can access the support portal here: Support Portal
Watch this space for more improvements in support in the very near future!