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ROBLOX Forum » Roblox » Suggestions & Ideas
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Re: ROBLOX Online Support Chat

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iDexire is not online. iDexire
Joined: 14 May 2013
Total Posts: 52
28 Mar 2015 11:17 AM
We need an online support chat. What i mean is a help section where we can talk to the ROBLOX staff through a support window about any inquiries that we have or have obtained through our journey on this wonderful game. With respect ROBLOX...you simply take way too long to reply to any of the emails that are sent to you, and your phone lines are mostly pointless. We feel abandoned most of the time. Even with billing inquiries we simply feel as if you don't care about our concerns. We don't want to be waiting around all day waiting for a worrying reply about a billing problem, i think many others will agree with me there.

I had my rant now, it's time to improve ROBLOX and that's the reason i've made this post. We want to see you expand even bigger and better than you have done already. We all know you are capable. With this feature though it means customers has 24/7 access to staff with any problems that have occurred whilst on their 'unscripted' journey. It gives us the impression that you want to be connected with us and you do want to engage with your fans.

Regards,


iDexire
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iDexire is not online. iDexire
Joined: 14 May 2013
Total Posts: 52
28 Mar 2015 07:44 PM
Thought?
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OneSpottedFriend is not online. OneSpottedFriend
Joined: 01 Jul 2013
Total Posts: 398
28 Mar 2015 07:53 PM
suppor
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darktruste3535 is not online. darktruste3535
Joined: 25 Dec 2009
Total Posts: 1909
28 Mar 2015 08:09 PM
I support, but knowing the staff, they won't want to listen to people. It;s not like they do now anyways :/
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xDisturbance is not online. xDisturbance
Joined: 04 Feb 2013
Total Posts: 3665
28 Mar 2015 08:13 PM
Support.

Maybe make a 'ROBLOX_Staff' Skype account?
I don't know much about Skype, sorry.

Make it so that, before they can chat, etc, make them give their username. That way, if there's a 'troll,' they can punish the account accordingly.
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Dimethylmercury is not online. Dimethylmercury
Joined: 30 Apr 2013
Total Posts: 9701
28 Mar 2015 08:57 PM
"Maybe make a 'ROBLOX_Staff' Skype account?"
ok renamed my skype to roblox_staff
to abusable

also, they would need a lot more staff members
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jtefurd is not online. jtefurd
Joined: 01 May 2010
Total Posts: 952
28 Mar 2015 09:02 PM
My full support. No Skype account, more like add live people for customer service. I've had many problems with Roblox, and I couldn't address them, for it was too difficult to contact them.
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gibbothebee is not online. gibbothebee
Joined: 08 Aug 2014
Total Posts: 2065
28 Mar 2015 09:22 PM
I would love to have this feature, but I don't see it happening anytime soon.

Roblox doesn't have lots of moderators, let alone customer service representatives. Many of the email support representatives don't really provide you with helpful information, because they work for a company called Zendesk (a customer service company) that helps Roblox out with customer service (through purchase).

There are over 4.4 million monthly active users (according to this infographic: http://corp.roblox.com/wp-content/uploads/2014/12/20141211_roblox_infographic.png). There are probably more than 4.4 million at this time. Even if 5% of these users (220,000 users) actually used the online support chat service on a monthly basis and only 1% of those 220,000 users (2,200) used it on a daily basis, there would be 2,200 chats for customer service representatives to collectively maintain every day. Let's say one chat session averaged at two minutes. That would mean 4,400 minutes of chat time to cover between the few customer service representatives Roblox actually has. There are 1,440 minutes in a day, which is 305% more minutes to cover than the day provides. This requires over three times as many customer service representatives to maintain the online support chat. If each customer service representative maintained one chat at a time (which is unlikely because most maintain two to three at a time), there would need to be at least 2,200 representatives. If each representative maintained two chats at a time (more likely), there would need to be at least 1,100 representatives. If each representative maintained three chats at a time (even more likely), there would need to be at least 733 representatives. If each representative maintained four chats at a time (most likely), there would need to be at least 550 representatives.

Roblox is not a very big company. At the least, they would need 550 representatives for 0.0005% of monthly online users. The example used was a very small number. In reality it would be larger, requiring even more representatives to be online around the clock.

An online support chat would be a very convenient feature, but Roblox is just too small of a company to have it at the time. If Roblox grows bigger in the future, this feature could be doable.
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DoctorBrandon is not online. DoctorBrandon
Joined: 23 Jun 2012
Total Posts: 158
28 Mar 2015 09:35 PM
Indeed I do agree.


~ROBLOX Developer DevLush
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icrashedmycarintoabr is not online. icrashedmycarintoabr
Joined: 30 Nov 2014
Total Posts: 101
28 Mar 2015 09:47 PM
@gibbo very thorough explanation indeed. i like your reasoning & logic. 10/10
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iDexire is not online. iDexire
Joined: 14 May 2013
Total Posts: 52
29 Mar 2015 02:58 AM
Thanks for your opinions guys. Keep it up.
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quamisido is not online. quamisido
Joined: 18 Apr 2014
Total Posts: 8599
29 Mar 2015 04:42 AM
Great idea
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sonickyle is not online. sonickyle
Joined: 01 Jan 2009
Total Posts: 5653
29 Mar 2015 06:06 AM
@gibbothebee
You're one of the most logical ROBLOX users I've ever seen here. Have a internet cookie.
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gibbothebee is not online. gibbothebee
Joined: 08 Aug 2014
Total Posts: 2065
29 Mar 2015 07:27 AM
Thanks. The cookie was delicious.
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Phir3Red is not online. Phir3Red
Joined: 10 Nov 2010
Total Posts: 182
29 Mar 2015 09:08 AM
maybe something like this
there is in options a thing that says chat with a mod/admin or whatever
you click on it and it brings you to a chat box
then it says waiting for a mod/admin to chat with you
then one will pick up and you start chatting with him through typing
then when whatever you needed is resolved, you can end that chat
and if one prank calls, the mod/admin will give a warning
if he/she prank calls again, they will be banned for 1 day
and if they continue, it will go on for 2, 3, 1 week, until account termination/poison ban
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gibbothebee is not online. gibbothebee
Joined: 08 Aug 2014
Total Posts: 2065
29 Mar 2015 09:44 AM
There would be a really long wait time. Plus, alt accounts could prank-chat and clog up the system.
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tanjim2004 is not online. tanjim2004
Joined: 19 Apr 2015
Total Posts: 13
12 Mar 2017 04:54 PM
I Agree
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AngelicRoses is not online. AngelicRoses
Joined: 02 Mar 2013
Total Posts: 1278
12 Mar 2017 05:10 PM
support
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bffewe11 is not online. bffewe11
Joined: 02 Feb 2014
Total Posts: 1
09 May 2017 03:49 PM
There's this girl named lolwo9900 who is constantly thinking she owns the place in a game. She hacks too, and claimed that she made it so i get banned in a year. I'm not kidding. Through Roblox I have made great friends, and if I lose them because of her...ima rage.
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LinkMe is not online. LinkMe
Joined: 30 Apr 2009
Total Posts: 512
09 May 2017 03:52 PM
Support. The e-mail is slow and messaging any online mod doesn't help (from personal experience)
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Remxion is not online. Remxion
Joined: 11 Jun 2015
Total Posts: 56
29 Jun 2017 05:24 PM
I support this 100% but I doubt that ROBLOX will make this possible, it never listens to any of its users.
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