Writing to Kingsisle: Do's & Don'ts

[bluenouveau]

Really helpful! Thanks!

[Angel Eyes]

I read every page of this thread and didn't see this useful suggestion yet: Keep it short!

Keep your message brief. Like, tweet sized. 140 characters or less.

If you must provide more detail, break up your detailed explanation into one or more tweet-sized sentences. Use paragraphs. And by all means, just the facts, ma'am.

If you have MORE THAN ONE issue, make a separate help ticket or email for each one.

KI likely has an automated response generation system that scans emails for certain key words and matches the most appropriate automated response to that message. The best way to get ALL your issues addressed is to allow the automated response system to respond to each one, and you then escalate it as needed, separately.

Knowing that, you could choose certain words that are likely to be keywords in the automation system: these might include account, subscription, membership, crowns, gardening, crafting, reward, equip, quest, interact, glitch, bug, idea, suggestion, and probably many others.

Keywords alone or in combination in any part of your email can help the system route your question to the correct response tree. It will also help the human reps find your correspondence faster if something isn't answered or fixed.

And by keeping your message super brief and to the point, human reps will be better able to read and understand your support needs.

Hope this is useful.

[Alyce Natalie]

Thanks for the guide, Sandy.

~Alyce

[ZenDragonM]

I am very disappointed with KIs level of service.

I have had 2 problems, so very easy to resolve but I never heard back from KI when I wrote for support


Sincerely,
Michael

I also had this problem. I found out that KI must filter email from certain providers. My original email was from my Yahoo account and went unanswered. When I sent an email from my Gmail account, it got an immediate response. All my correspondence is sent from Gmail now.

[Kiley2Sweetz]

I think Ki has poor customer service. Also they sometimes sound like a robot tbh. I also think that if you email them and if it annoys them, they won't even reply back sometimes, they simply ignore you.

[dizzydiana]

Hi i noticed you said not to use big font, but it may be worth mentioning if you require large font or have other special needs, My sister is partially blind and struggles to read regular print.If you take your time to explain they are very nice and will respond accordingly.

[weirdwizard]

this is really good! :D

[Carlos Earthrider]

Great guide! I won't be complaining to KingsIsle any time soon, but if I do I'll follow your suggestions.