Customer Service: Vanguard Style

Customer Service: Vanguard Style

Two simple words. Not so simple to implement, yet it's a subject that has as much passion associated to it in Vanguard: Saga of Heroes as who is going to get in beta! You can tell because of the way it's spoken of. Lots said. Lots asked. Recently? I think most everyone is in a holding pattern now just waiting, but still, the question comes up!

So, for those still wondering, let's see if we can encapsulate known facts.

Michelle Butler, aka Elionia (Customer Support Manager), has a long history of work with MMORPG Game Masters and Guides(tm), as she was very instrumental in the development and overseer in Everquest. Cindy Bowens, aka Abigale Seashadow (Community Manager) both worked hard to see that the player base was supplied with the information and help they needed to have an enjoyable alter existence in a virtual world. After all, in our alternative world (known as "real life"), we have governing bodies, security, protection and courts to assist us. Not always perfectly, but as fairly as possible.

On September 9, the team introduced some of the hopeful players to a GM group that has been hired, prelaunch! Enter GM_Fessius, GM_Elaisu, and GM_Aruspex! Fortunately, these people will be "growing up" with the game, so their knowledge base will be more than adequate! And, as you can tell by posts, they do not lack for senses of humor!! (pie? What pie?? It's ICE CREAM!)

Back in July (seems like a million years ago, doesn't it?), Michelle gave an interview in which her hopes and plans were laid out. This has been cut and pasted a hundred times since then, and still people ask. That's ok, because there is a real concern about what's happening. So, let's paraphrase some of it again, then move on a bit.

VSoH will have strict policies to try and keep the game immersive and belonging to the world of Telon. Names will all be approved by GMs/CS to make sure this happens, for instance. As she said, "Very time consuming, but it will get us all off to the right foot…or, well, name."

So, we're off to a good start! And about Policy Violations? "It is important for the community to know we are acting on things," Michelle explained. "That we take pride in this world and continue to work to maintain the integrity. They can not know that without this type of information." Meaning, GM/CS will have an active part in being the "police" of Telon! So nobody can go into this world thinking it's just another MMORPG that will allow whatever they (the players) want to throw at it!

And how are they going to be able to handle a player base that could exceed 500k? She relates that there are four different types of GM:

Server Game Masters - a GM dedicated to a specific community.

* Personality traits required – Well-rounded personality, patience and with a kind sense of humor.

Game Masters - a GM dedicated to law and order.

* Personality traits required - Direct and to the point, no hassle kind of person, very logical thinker

Event Masters - dedicated to providing in-game Events.

* Personality traits required - creative, quick on their feet, can recover if they fall off stage without missing a beat.

Investigative Team - dedicated to catching the rules breakers.

* Personality traits required - the sleuths, the turns-over-rocks, follows-their-instincts kind of person, sees the path when there is none.

As stated in the interview, and again in the IRC chat, she isn't promising that each server will have a dedicated GM, but she is promising that there will be coverage. Many of us who remember the "good old days" are in hopes of one server = one GM!! Many good points go to that, but reality is, we'll see what happens. And each GM will be given full training to handle situations 24/7!

And CS will also "host" an Apprentice Program that will allow someone working as an Apprentice GM the chance to go further in the company and pursue a dream, like developer, for instance. It's a chance to see if what you THINK you want is really what you DO want! To quote Michelle: "This program will allow GMs to apprentice with the development team through a hands-on training program. A GM can explore their potential to move to another department," she explained. "So many have asked if Customer Support is a one-way road. I say the world is open from here."

Now, THERE is innovation!

So, what about the volunteer program? Is there going to be one?

DEFINITELY! The Crimson Fellowship is still in the developmental stages, but it is very real! Rules are, must be eighteen and must sign an NDA (Non-Disclosure Agreement) with the company. Having a good, working knowledge of MMOs and VSoH won't hurt, either! Other skills will be looked at, such as writing, ability to reach out to others, being able to explain policy, RolePlay and organize events. Player interaction will be the norm. Not just questing, but being in integral part of the actual service to fellow players! Working with the GMs and the staff to make the world a pleasant and fun place that you will want to go to and bring your friends.

Sigil takes applications for GMs and other positions all the time, but the Crimson Fellowship will not be the first thing that they look at doing. This will be announced when the time is right, and when they get the rules nailed down. After what happened with another popular game's volunteer CS team, you can be certain that they will not allow themselves to be opened for that type of .......the only word I can really think of is, "stupidity!" And so, it's very smart to have an NDA and an understanding from the beginning of what being a VOLUNTEER means! For the good of the company, the CS staff and the players. It's about Team work! Not about self, and I'm sure that will be driven home time and time again.

The Vanguard Team is all about giving the player base what they are hoping for, and in doing so, the Customer Service Team will play as vital a role as the Development Team. Without Customer Service, you don't have a chance at being a world for people to live and coexist in. As Michelle said, "This is why CS is my life."