About Customer service¶

Customer Service is a system where users can Inquiry the Service Rep 1: 1 about an error or inquiry that occurred while using games or the platform and the Service Rep in charge can provide the user with an answer.

It offers various features, such as FAQs for quick and accurate support and statistics for inquiry analysis. Services are provided in 16 languages for both domestic and international game users.

Getting Started¶

This menu contains settings to establish the Customer Center environment.

Initial Settings¶

A menu for entering the essential information required for the initial setup of the Customer Center.
More Info

Admin Settings¶

An exclusive menu for administrators to manage the Customer Center. Pre-configure agents, categories, and more to ensure that inquiries are received and processed smoothly.
More Info

Contact¶

A menu for checking inquiries, registering response templates, and adding FAQs.

Contact List¶

View inquiries submitted by language from the in-game and website Customer Center. Agents can respond to inquiries assigned to them.
More Info

Template Registration¶

Register templates, greetings, and signatures for faster response handling.
More Info

Register FAQ¶

Register questions and answers to be displayed on the FAQ page of the Customer Center.
More Info

Contact Analysis¶

Access analytical metrics for inquiries processed by the customer service center.
More Info

Mail¶

By registering a CS email address in the Hive Customer Center, two features are available:

View all integrated emails at a glance in the Hive console.
Send response notifications to in-game inquiries via email.
Set up a web Customer Center for non-members to receive responses via email.

Warning

To use the web Customer Center, email notifications, and other Customer Center email functions, at least one email account must be registered and set as the primary email.

Account Settings¶

Register email accounts to be linked with the Hive Customer Center. User permission settings are required to access the emails.
More Info

Register New Account¶

Guidance on how to register a new account in the Account Settings menu. The example uses Gmail, but any email can be registered.
More Info

Mail List¶

A menu for viewing emails registered in the Account Settings.
More Info

Spam Mail Registration¶

Register unwanted emails as spam to prevent them from being received by the registered email address.
More Info

Contact Only Reply¶

A menu for sending CS emails directly to Hive Customer Center clients.
More Info

Service Rating¶

Set satisfaction surveys for in-game inquiries and review the metrics.
More Info

Manage Refunds¶

Register refund requests received by the customer service center and configure settings for re-payment by refunded users.
More Info

VIP Management¶

A menu for setting up VIPs for urgent responses. VIP users are marked with a VIP status in the inquiry list.
More Info

SMS Unsubscribe¶

A feature that allows setting collected SMS numbers to the unsubscribe status.
More Info