The new home for the IMVU Community is help.imvu.com. For more information, check out this article.

Introducing completely redesigned IMVU Help Center
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Varsha 18+ Age Verified

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PostPosted: Tue Oct 22, 2013 4:08 pm    Post subject: Introducing completely redesigned IMVU Help Center Reply with quote

We are excited to announce a major update to our Help Center. The redesigned page will be made available to all IMVU customers starting this evening (Tuesday, October 22nd). Everyone will see it by tomorrow.


Here is how we have improved the way you can get help when you need it:

Improved look and feel - The Help Center page now has a completely new look with icons to identify important sections.



Better organization of help articles - We have organized our Knowledge Base articles into separate categories so you can find what you are looking for easily. Categories such as Creator, Frequently Asked Questions, Getting Started, etc are now available.

Our own IMVU Customer Support “Green” bar - Check this space for important announcements or notifications of any ongoing issues that we are aware of and are working on.

New Highest Rated and Featured Articles sections on the front page - These will let you access the articles that our users find most useful.

New and Improved search - We have made significant improvements to the way searching works in the Knowledge Base so that you can find the most relevant article matching the word/phrase you enter.

Request Support is now Get Support - We are especially excited about the changes we have made in this area. Now, when you start entering a few words into the Subject field of your help ticket, we will automatically suggest some Knowledge Base articles that might answer your question right there and then. If that is not what you are looking for then proceed to submit a help ticket.



Remember, you can always reach the Help Center by clicking Help at the top of the website or our 3D Chat client. You can also get to the Help Center directly by going to http://www.imvu.com/help.

We hope you find the new Help Center useful. We look forward to hearing from you!


Last edited by Varsha 18+ Age Verified on Wed Nov 27, 2013 6:31 am; edited 1 time in total
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Tymon 18+ Age Verified

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PostPosted: Tue Oct 22, 2013 6:27 pm    Post subject: Reply with quote

Hmm... A new help center is a good start... But, without properly training the CS people who reply to help tickets, it's only putting a fresh coat of paint on a rotting woodpile.
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Jeff VIP Club Member 18+ Age Verified
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PostPosted: Tue Oct 22, 2013 6:27 pm    Post subject: Reply with quote

We have now rolled this out to all IMVU users. Click Help at the top of the page and check out our new help center today!
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Polystyrene VIP Club Member

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PostPosted: Tue Oct 22, 2013 6:40 pm    Post subject: Reply with quote

Quote:
Now, when you start entering a few words into the Subject field of your help ticket, we will automatically suggest some Knowledge Base articles that might answer your question right there and then.

NO! This is NOT HELPFUL. I was trying to fill out a help ticket when I got redirected to some useless information.

It's very RUDE. And ANNOYING. And STUPID.

I thought the subject field was there to help CS so they can easily see what the issue is.

Every time I have to deal with the help centre and CS I am made to feel like I am stupid. Stop assuming that everyone is stupid. My question cannot be answered by your knowledge base, I don't need to be redirected to it to know this. I need to FILE A TICKET.

Mad
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Kurosenia 18+ Age Verified

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PostPosted: Tue Oct 22, 2013 6:50 pm    Post subject: Reply with quote

Appearance wise it looks great,but I have yet to fully test all the new features out.Will do so in the next day or so.
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Polystyrene VIP Club Member

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PostPosted: Tue Oct 22, 2013 6:52 pm    Post subject: Reply with quote

Also with the above, there is no link to go back to filing a help ticket.

And I don't find it loads any faster than it used to.
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Varsha 18+ Age Verified

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PostPosted: Tue Oct 22, 2013 6:57 pm    Post subject: Reply with quote

Polystyrene wrote:
Also with the above, there is no link to go back to filing a help ticket.

And I don't find it loads any faster than it used to.


Clicking on the Get Support icon takes you to where you can submit a help ticket.
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Varsha 18+ Age Verified

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PostPosted: Tue Oct 22, 2013 7:00 pm    Post subject: Reply with quote

Polystyrene wrote:
Quote:
Now, when you start entering a few words into the Subject field of your help ticket, we will automatically suggest some Knowledge Base articles that might answer your question right there and then.

NO! This is NOT HELPFUL. I was trying to fill out a help ticket when I got redirected to some useless information.

It's very RUDE. And ANNOYING. And STUPID.

I thought the subject field was there to help CS so they can easily see what the issue is.

Every time I have to deal with the help centre and CS I am made to feel like I am stupid. Stop assuming that everyone is stupid. My question cannot be answered by your knowledge base, I don't need to be redirected to it to know this. I need to FILE A TICKET.

Mad


Relevant articles are shown as an option on the right as you type in your subject, however, you can continue to file the help ticket if you choose to do so without clicking on any of the suggested resources.
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Polystyrene VIP Club Member

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PostPosted: Tue Oct 22, 2013 7:13 pm    Post subject: Reply with quote

Varsha wrote:
Polystyrene wrote:
Quote:
Now, when you start entering a few words into the Subject field of your help ticket, we will automatically suggest some Knowledge Base articles that might answer your question right there and then.

NO! This is NOT HELPFUL. I was trying to fill out a help ticket when I got redirected to some useless information.

It's very RUDE. And ANNOYING. And STUPID.

I thought the subject field was there to help CS so they can easily see what the issue is.

Every time I have to deal with the help centre and CS I am made to feel like I am stupid. Stop assuming that everyone is stupid. My question cannot be answered by your knowledge base, I don't need to be redirected to it to know this. I need to FILE A TICKET.

Mad


Relevant articles are shown as an option on the right as you type in your subject, however, you can continue to file the help ticket if you choose to do so without clicking on any of the suggested resources.

I didn't click anything. I was auto redirected to a page in the knowledge base after I typed in a subject.
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ILegionI 18+ Age Verified

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PostPosted: Tue Oct 22, 2013 7:13 pm    Post subject: Good job Reply with quote

I find it graphically appealing and very user friendly. Thumbs up.
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Polystyrene VIP Club Member

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PostPosted: Tue Oct 22, 2013 7:29 pm    Post subject: Reply with quote

Forgive me getting angry but when a site has a history of poor decision making and lack of respect for its users, you come to expect those things as being the reason when something goes wrong.
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PostPosted: Tue Oct 22, 2013 7:30 pm    Post subject: Reply with quote

It definitely looks better but the real question now is will you guys (IMVU) properly train your CS reps now? I'm still having instances where I have to tell them how to do their jobs especially with creator related tickets.
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PostPosted: Tue Oct 22, 2013 7:35 pm    Post subject: Reply with quote

what will the outcome of this "new help center" even be? Confused

in the end, will it be good or will it turn out bad?

i like the apperence but, thats about it.

even though theres people who arent VIP, all users should get a help ticket responded FASTER. when their account gets hacked, they want/need a response RIGHT AWAY, with no waiting time. Rolling Eyes

people dont want to wait to get their account hacked back, they want to get it back before any severe damage is done.

am i right?
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Polystyrene VIP Club Member

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PostPosted: Tue Oct 22, 2013 7:39 pm    Post subject: Reply with quote

The actual help ticket system is exactly the same. The only change is the new layout on the main help page and articles plus the 'suggestions' that come up beside the help ticket.

A little more user friendly, yeah, but still a waste of time when CS can't do their job right most of the time.
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xsilentx 18+ Age Verified

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PostPosted: Tue Oct 22, 2013 7:47 pm    Post subject: Reply with quote

Polystyrene wrote:
The actual help ticket system is exactly the same. The only change is the new layout on the main help page and articles plus the 'suggestions' that come up beside the help ticket.

A little more user friendly, yeah, but still a waste of time when CS can't do their job right most of the time.


i see. so no BIG CHANGES to the help ticket system. only small changes but, nothing thats actually useful. i'll still and forever always hate the waiting time to reply to a help ticket.

the apperence is a good start but, not a good enough start (in my own opinion).
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