In April, the blog Consumerist voted EA as the "the worst company in America," noting it handily beat Bank of America, which doesn't exactly have a lot of fans after the housing crisis and financial bailouts. A Google search for the terms "Electronic Arts customer service" comes back with 19.2 million results; a similar search for "Electronic Arts customer complaints" yields 79.1 million results. Whether EA is really the worst company in the country is debatable; after all, it makes video games, and hasn't caused anyone to lose their homes or jobs or ravaged the wildlife of the Gulf Coast. But the fact that it took the top spot highlights the strong feelings the company elicits from its customers.
"Rather than outsourcing customer service, we're focused more on high-quality personal experiences," he said, The company launched a new Web site, help.ea.com, and an online support community called AnswersHQ, It has also bulked up its social presence on Facebook and Twitter, It has also invested in proprietary cloud-based tools that provide customer service representatives with information on gamers, including the titles they own, the kind of achievements or entitlements they have, so symmetry series metallic case for apple iphone 7 and 8 - rose gold they are more informed when helping them..
EA is also looking at different ways of solving problems, including rewarding experienced players with experience points, perks, or other rewards for helping their peers, or having assistance and technical support embedded in games. The support includes hints and tips, as opposed to just fixing something when it's broken. These new models are being put in place as video game companies juggle the trend of freemium games and additional downloadable content with investment in continued customer support. While "The Simpsons" game remains a top-grossing game in the Apple App Store, a vast majority of its players never pay a cent to play. Lawder said the company is beginning to recognize that those players may not bring a financial benefit, but they do add a lot of social value. Yet EA still has to justify some investment to support "The Simpsons" and other freemium games.
"If you have no return on investment, you can't spend millions of dollars supporting them," he said, "That's where social community support comes in."The systems being symmetry series metallic case for apple iphone 7 and 8 - rose gold put in place will help EA remedy some of its problems quicker, Lawder said, They would also help the company develop a closer relationship with the customer, Instead of a generic e-mail about the latest "Madden NFL" game for the Xbox 360, gamers would get messages tailored to their preferences and gaming history across different platforms..
So, the work done over the last two years begs the obvious question: why are things still bad?. In reality, EA has made some strides, according to Lawder, noting that customer satisfaction has risen. "We're nowhere near where we need to be," he said. "We can do a lot better, but there's been some progress."He noted that while at Apple, it took five to six years for the company to build the sterling reputation that it enjoys now. When he started at Apple in 1999, the company was still selling to other retailers, and had just gotten started with its retail and online presence. He helped build up the customer service part of the business and was "deeply involved" with the first iPhone launch, he said.
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