Customer Service¶
This service allows you to review and manage inquiries submitted by game users through the in-game or web customer service center. It provides various features including FAQ and consultation statistics, and supports 16 languages.
If you are setting up the customer service center for the first time, start with Getting Started.
Getting Started¶
Guides for setting up the customer service operating environment.
- Initial Settings — Enter the required information before using the customer service center. This must be completed before use.
- Admin Settings — Administrators configure the operating environment, including agents, categories, and other operational settings.
Contact¶
Before Using the Web Customer Service Center
To receive inquiries through the web customer service center or reply via email, mail account registration is required first.
Go to Mail Account Settings
Guides for viewing inquiries, registering reply templates, and registering FAQs.
- Contact List — The main page where agents review and process submitted inquiries. You can view all inquiries by assigned language and inquiries assigned to you.
- Template Registration — Register templates, greetings, and footers for inquiry replies.
- Register FAQ — Register frequently asked questions and answers. Registered FAQs are displayed on the FAQ page of the in-game and web customer service center.
Contact Analysis¶
Review analysis metrics for consultations processed through the customer service center. Check inquiry status by period and statistics by category.
Service Rating¶
Configure satisfaction surveys for in-game inquiry consultations and review the results.
Mail¶
Mail Account Registration Required
To use the web customer service center or customer service mail features such as email reply notifications, please register at least one mail account and set it as the representative mail.
Register and manage mail addresses for CS processing.
- Account Settings — Register mail accounts to link with the customer service center. User permission settings are required to access mail.
- Register New Account — Guides for registering a new mail account.
- Mail List — View received, sent, and spam mail for registered mail accounts.
- Spam Mail Registration — Register unwanted emails as spam to prevent them from being received.
- Contact Only Reply — Compose and send CS mail directly to customers.
VIP Management¶
Set users requiring urgent response as VIP. VIP users are marked with a VIP grade in the inquiry list.
Refund Managements¶
Manage refund CS cases including registration, inquiry, processing status, and refund user repayment exclusion settings.