Professor Dav
Master Trainer
[edit: since this is rather important news, i've copied this into a news thread of its own, with dave's permission...'mom]
Over the last 12 months, I have been spending a large amount of my time rolling out our new support plan and implementing it.
Our past support involved four guys who's main responsibility was to set up and operate the Organized Play program worldwide, answering emails as we could get to them.
We always prioritized OP based emails above others, but over time, took over CS for the NY office as well, which included initiatives such as the Pokemon Learning League, closing the Pokemon Center NY, the launch of Pokemon.com and ancillary problems, and eventually everyone caught on to the fact that emails were super-easy to send to [email protected] about anything Pokemon related that they wanted to ask.
Has Misty ever kissed Brock?
Who is Ash's dad?
What is the plot of the next movie?
And so many more.
With the system we had in place, each of these went into one queue, which someone from my team had to triage to get the tickets to the right place, the right person, and under the right priority.
Now, we have nearly a million members at Pokemon.com. We've launched Pokemon Black Version and Pokemon White Version, we've announced Pokemon Global Link. We've announced the Trainer Challenge Online, and now, Online Mulitplayer for the Online TCG.
Not a single one of those things creates LESS customer contact. And, of course, not a single one of those things makes questions like 'What is the strongest Pokemon in the universe' any more answerable, or less numerous.
It is for such reasons that we have put a considerable amount of time and effort into launching support.pokemon.com in FIVE languages.
It is also why we require users to log in to submit tickets (questions). While we do have two new email addresses available, they are specifically for users we believe should not, or cannot, access our system otherwise. Emails to those addresses that are sent off topic will be closed without a response.
All other users have an assigned SLA (Service Level Agreement) within our system. This means, that when you log in, we know what kind of customer you are. Play! Pokemon members are marked as such, and Pokemon Trainer Club members as well. Play! Pokemon member IDs and usernames, and eventually, other important key data, are shared from Pokemon.com securely into the support portal, giving our agents the ability to more quickly address your issues.
Yes, I said 'agents'. We now have a team of contracted support representatives who are being trained to assist us in addressing our current, and future, load of support requests. Right now, they aren't very experienced with OP issues, so those are still backed up with my team. My team is also working very hard to clear out the old support system so that we can move 100% into the new support.pokemon.com.
Our support portal, as mentioned, also has a searchable knowledge base. Please, rate those articles. We are able to review the positive and negative ratings of articles as a means to identify which need to be improved to better serve customers looking for answers. We have already seen over 30,000 hits to our knowledgebase in just two weeks.
We don't want you to wait for an answer, and therefore, we will continually update our knowledge, and improve our articles so that you can ultimately find an answer without having to wait for an agent to reply.
However, we know that there are some things that just can't be answered by an FAQ or online 'how to'. So, if you want to get the best support possible from support.pokemon.com, just follow these easy tips.
1) Have an account at Pokemon.com, and make sure your email address is up to date, ALWAYS.
2) Log into support.pokemon.com and use the "Ask a Question" feature at the Request Support tab.
3) Select your pull down menu options CAREFULLY. This is how your ticket is routed to the right department or agent, and is ultimately your best friend to get your issue addressed quickly. Have a problem with rewards? Selecting "Product Problems" is going to send your issue to a place where it may wait a day or two before it's actually sent to Play! Pokemon>Player>Rewards Program, which with a little care, you could have done from the beginning.
4) Be as explicit as possible when filling in the summary, and detail fields. If you provide enough info, often, the first response you receive, will ultimately solve your problem. If an agent has to request more info, then the whole process slows down.
Please note, [email protected] has been retired. It appears as though the auto-reply directing users to use support.pokemon.com may have broken and we're working to make sure that it is up and running. [email protected] is no longer a method for contacting us.
Thank you,
Professor Dav
Over the last 12 months, I have been spending a large amount of my time rolling out our new support plan and implementing it.
Our past support involved four guys who's main responsibility was to set up and operate the Organized Play program worldwide, answering emails as we could get to them.
We always prioritized OP based emails above others, but over time, took over CS for the NY office as well, which included initiatives such as the Pokemon Learning League, closing the Pokemon Center NY, the launch of Pokemon.com and ancillary problems, and eventually everyone caught on to the fact that emails were super-easy to send to [email protected] about anything Pokemon related that they wanted to ask.
Has Misty ever kissed Brock?
Who is Ash's dad?
What is the plot of the next movie?
And so many more.
With the system we had in place, each of these went into one queue, which someone from my team had to triage to get the tickets to the right place, the right person, and under the right priority.
Now, we have nearly a million members at Pokemon.com. We've launched Pokemon Black Version and Pokemon White Version, we've announced Pokemon Global Link. We've announced the Trainer Challenge Online, and now, Online Mulitplayer for the Online TCG.
Not a single one of those things creates LESS customer contact. And, of course, not a single one of those things makes questions like 'What is the strongest Pokemon in the universe' any more answerable, or less numerous.
It is for such reasons that we have put a considerable amount of time and effort into launching support.pokemon.com in FIVE languages.
It is also why we require users to log in to submit tickets (questions). While we do have two new email addresses available, they are specifically for users we believe should not, or cannot, access our system otherwise. Emails to those addresses that are sent off topic will be closed without a response.
All other users have an assigned SLA (Service Level Agreement) within our system. This means, that when you log in, we know what kind of customer you are. Play! Pokemon members are marked as such, and Pokemon Trainer Club members as well. Play! Pokemon member IDs and usernames, and eventually, other important key data, are shared from Pokemon.com securely into the support portal, giving our agents the ability to more quickly address your issues.
Yes, I said 'agents'. We now have a team of contracted support representatives who are being trained to assist us in addressing our current, and future, load of support requests. Right now, they aren't very experienced with OP issues, so those are still backed up with my team. My team is also working very hard to clear out the old support system so that we can move 100% into the new support.pokemon.com.
Our support portal, as mentioned, also has a searchable knowledge base. Please, rate those articles. We are able to review the positive and negative ratings of articles as a means to identify which need to be improved to better serve customers looking for answers. We have already seen over 30,000 hits to our knowledgebase in just two weeks.
We don't want you to wait for an answer, and therefore, we will continually update our knowledge, and improve our articles so that you can ultimately find an answer without having to wait for an agent to reply.
However, we know that there are some things that just can't be answered by an FAQ or online 'how to'. So, if you want to get the best support possible from support.pokemon.com, just follow these easy tips.
1) Have an account at Pokemon.com, and make sure your email address is up to date, ALWAYS.
2) Log into support.pokemon.com and use the "Ask a Question" feature at the Request Support tab.
3) Select your pull down menu options CAREFULLY. This is how your ticket is routed to the right department or agent, and is ultimately your best friend to get your issue addressed quickly. Have a problem with rewards? Selecting "Product Problems" is going to send your issue to a place where it may wait a day or two before it's actually sent to Play! Pokemon>Player>Rewards Program, which with a little care, you could have done from the beginning.
4) Be as explicit as possible when filling in the summary, and detail fields. If you provide enough info, often, the first response you receive, will ultimately solve your problem. If an agent has to request more info, then the whole process slows down.
Please note, [email protected] has been retired. It appears as though the auto-reply directing users to use support.pokemon.com may have broken and we're working to make sure that it is up and running. [email protected] is no longer a method for contacting us.
Thank you,
Professor Dav
Last edited by a moderator:
. Try explicitly logging out even if you are already logged out. 
