It is divided into two sections, the Knowledge Base and Request Support.
The Knowledge Base:
Many common questions, and their solutions exist in the knowledge base. Everything from how-tos on website and 3D chat client usage, troubleshooting tips, to how to remove your account are located in the knowledge base. Many common questions are answered here, and it should be your first stop to see if you can resolve an issue yourself.
To search the knowledge base, just put some keywords in the field provided, and click the "Search" button.
When all else fails, or you need something a bit more difficult or is concerning an issue specific to your account, the Request Support area is for you. Just click on the "Request Support" tab.
Note: You don't have to be logged in as the user you are requesting support for (as in when someone has taken your username), just go to http://www.imvu.com/help/help_iframe.php and click on the "Click Here" link, then fill out your name, a new email address, and create a password, then you will be sent to the main support page
What you will see is a list of the support cases that you have opened in the past.
Reviewing your existing cases:
In the "Status" field, you can see where your existing cases are in the system:
New - Case has not been addressed yet.
Work in Progress - Case has been assigned to a customer support representative and is in process.
Need More Info - Customer service requires additional information from you in order to solve your issue.
Reopened - The Case requires a revision for the solution posted.
Solution Suggested - A solution has been suggested for your issue.
Closed - This Case has been closed.
Submitting a new case:
Click on the "Request Support" tab
Select a category from the pulldown:
Billing Support - for issues regarding purchases directly from IMVU
Creator Support - for issues regarding products in the catalog if you are an IMVU creator.
VIP Club - for issues related to the VIP Club, or for VIP club members.
Privacy - for issues regarding privacy, such as someone publishing your real life information within IMVU.
Safety - for issues regarding safety, such as harassment issues, endangered children, etc.
General Support - for any other issue not covered by the above.
NOTE: Currently help tickets can only be asked and answered in English, feel free to use a translator, such as translation.babylon.com or google translator to help you translate your request into english.
If you have a file to attach, you can click on the button, and a dialog will pop-up to allow you to locate the file to be attached.
When you are done, click "Save" and your ticket is entered! _________________ As sexy and suave as Sean Connery. CS told me so!
Last edited by badboy on Mon Feb 06, 2012 3:30 pm; edited 3 times in total
Joined: 21 Sep 2006 Posts: 20982 Location: USA - KS
Posted: Mon Feb 06, 2012 11:27 am Post subject:
The Waiting Period:
Once you have submitted a help ticket you have to wait. How long you wait depends on a number of factors:
What is the nature of the complaint:
* Safety issues take top priority
* Right below that is billing issues
* Then VIPs
* Privacy concerns and Creators are next
* General support is last
Customer Service has some internal goals:
Reply to Safety issues as soon as possible, then billing issues
Have VIP requests replied to within 3 business days
All remaining tickets to be replied to within 5 business days.
Note that once CS replies with a recommended solution, if you do not reply to the ticket within 7 days, it will automatically be closed.
If you do not recieve a reply to your ticket within 5 business days (3 for VIP customers), then you can contact any forum moderator, provide them your ticket number, and let them know you have waited so many days for a reply, and request that they escalate the issue to staff.
When a ticket is escalated to staff - the Community Manager will talk to CS about the request.
Be Aware: If your ticket has not waited the appropriate period - it will not get looked at any quicker. This isn't a method to be used when you are impatient - just when the process breaks down and something gets "missed".
Keep in mind, while your issue is very important to you - everyone else's issues are very important to them as well. The Help Center was designed to prioritise everyone's requests, and provide a method to keep track of them.
What can I do while I wait?
5 business days is a long time to wait, when you want to socialize... you might want to check these areas out even before you send in your help ticket. You would be surprised at the amount of help and information you can get in these places.
Review the Knowledge Base
Have you looked at the Knowledge Base? Maybe your answer is in there. A lot of people put in a lot of tickets for things that are already in the knowledge base.
Issues and Bug Reporting forum is a good resource for help from the other users in the community. Chances are if you've had a problem - someone else has too - and there are a lot of users around to help, as well as Forum Moderators who review that forum constantly, and can provide assistance as well.
Content Creator forums have a wealth of information, tutorials, and opportunities to comment about creator specific issues. It's highly likely if you have a creator issue, someone is discussing it there. _________________ As sexy and suave as Sean Connery. CS told me so!
Last edited by badboy on Tue Feb 07, 2012 5:04 am; edited 2 times in total
Joined: 21 Sep 2006 Posts: 20982 Location: USA - KS
Posted: Mon Feb 06, 2012 1:43 pm Post subject:
How to get the best help
1. Use English:
Not only is the English language the only language that is available to be used in the help system (only english-speaking CS reps), leetspeak, Internet jargon, etc. are difficult to understand. CS reps are likely not from the "hood" that you are from, so it's best to be as clear as you can be and use complete sentences and accurate phrases/words.
CS reps understand if you misspell a few words, but butchering the language is going to make it impossible for them to understand what you want the first time - and that's what you're after.
2. Don't Shoot the Messenger
CS reps have a rough job. They have to deal with complaints all day. They are trained to deal with difficult situations, imagine how much nicer would it be (and how much more mentally "willing" will they be to help you), if you kept your anger and frustration out of your entry.
CS reps also have tons of tickets to go through each day. Sometimes they are going to misunderstand what you are trying to say. Give them a break, and try to lead them to what you really mean.
Just remember how you take it when someone yells at you.
Profanity is never a good thing to use when you want something from someone - so keep your curses to yourself. CS reps know, if you hate it that much, you'll just leave - do you really want them thinking that you're not going to stick around once they've worked to solve your problem?
3. Gather all your information beforehand
Make sure when you submit your ticket, you have all possible information ready at hand. The last thing you want is to wait another day or so, just because you forgot to put in the product you were talking about, or the name of someone harassing you.
Avoid the dreaded "Need more info", make sure you put all your details in the ticket, and attach whatever files support your case.
4. One to a customer!
Just create one ticket for a problem. Just because you don't get an immediate response, doesn't mean you have to submit another help ticket. All that does is slow things down for everyone.
If you have forgotten to add something, or have new information, you can always update your ticket with it later, rather than opening a new ticket.
5. Don't settle for less
When you don't think the CS rep understands, or isn't taking your incident seriously - request escalation. Just like when you deal with retail places, sometimes a manager has the tools to understand you better than the CS representative.
6. What happens if it's been a week?
If your ticket hasn't been answered or replied to within the 5 business day window (3 for VIPs), get your ticket number and contact a moderator, requesting that they escalate the incident that is taking too long for a reply.
You don't have to give any information about your incident - just the number and that you've been waiting over X business days for a reply. Moderators cannot look at your tickets, we can just try to help the process along.
Just remember: Nothing will be done, unless your ticket has actually waited that long - you can't game the system to get a reply any quicker by asking a moderator to escalate the incident...Staff will know you've only waited a day, and will not give it any special treatment. _________________ As sexy and suave as Sean Connery. CS told me so!
Joined: 21 Sep 2006 Posts: 20982 Location: USA - KS
Posted: Tue Feb 07, 2012 5:14 am Post subject:
Tracking your ticket
When IMVU replies to your ticket, often it will be in one of two statuses:
Needs more information - CS is requesting more information from you to understand, or resolve the situation.
Solution Suggested - CS has what they think is a resolution to your problem, or nothing can be done about your problem.
Lets look at a ticket, and see where to look for more:
As you look at this image, you can see where your original question is on top, and the answer from CS is below.
Once you reply to CS, and they reply back:
Once you have responded to CS once, when you look at your ticket, you'll have to scroll down to see the latest reply from CS. Also note the date and time stamps of the replies that will help you see what happened when.
Multiple Replies and multiple responses:
It's a bit confusing, but scroll down a little way, to see the most recent reply from CS, then further down to see the earlier replies back and forth between you and CS.
Just remember, if you do not reply within 7 days of CS, they will automatically close the ticket. _________________ As sexy and suave as Sean Connery. CS told me so!
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