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This will end well...

Warhammer TV wrote:Our live chat functionality is now available on the Games Workshop webstore. Head over now to get talking about all things Warhammer related: https://bit.ly/3c0Lt1Y

Oh dear.

It’s an idea, but I’m not convinced it’s a good one. Mostly because it seems some folk can’t tell the difference between a Till Monkey, and someone in a position to do something about prices, release schedules, rules, updates etc.

That's are rather standard feature for state-of-the-art websites.

 Mad Doc Grotsnik wrote:
Oh dear.

It’s an idea, but I’m not convinced it’s a good one. Mostly because it seems some folk can’t tell the difference between a Till Monkey, and someone in a position to do something about prices, release schedules, rules, updates etc.

When the customer insists on believing that they're right.

Nice gesture, but can't see much of a use for it. Not exactly a complicated site. Maybe if someone is buying a gift and has no idea about the hobby, a contact could offer suggestions?


Automatically Appended Next Post:

 Mad Doc Grotsnik wrote:
Oh dear.

It’s an idea, but I’m not convinced it’s a good one. Mostly because it seems some folk can’t tell the difference between a Till Monkey, and someone in a position to do something about prices, release schedules, rules, updates etc.

I imagine they'll be a standard cut and paste response for any related questions like that.

Seems it's standard FAQ answers and then basically just front end to customer service email. So...ummm...guess it's nice to not have to send email to send but it's not live chat

That's...not a live chat at all? Unless they haven't turned the option on yet?

Noticed the button yesterday was tempted to say Hi! Hows the weather XD

I think it may of some use for someone, maybe site glitches or someone who struggles with wish lists on the store etc.

Its a positive thing.

Could be useful for enquiries about certain products.

However, knowing certain parts of the community, this won’t last long.
I see it being around 10% genuine questions in regards to the actual models and around 90% of people just being toxic because they can.

Jackal90 wrote:
Could be useful for enquiries about certain products.

However, knowing certain parts of the community, this won’t last long.
I see it being around 10% genuine questions in regards to the actual models and around 90% of people just being toxic because they can.

And how that differs from email? Notice only difference to sending email is you do it via web form...And that there's couple pre-determined questions with pre-determined answers.

If pre-determined question("where's my order?" "You can track your order via the link in your dispatch email or by checking its status on your account page. If you don’t have a link or if you have any questions, please get in touch with us via chat, email, or call us on 0115 91 40000.") doesn't help you send in message and get answer possibly couple days later. Into your email.

They get those anyway. This is doubtful to really bother it. Those toxic peoples would send it anyway.

Not that this is much help either...but guess it's bit more customer friendly for less tech-savvy than going to contact page to find customer service email address?

 Mad Doc Grotsnik wrote:
Oh dear.

It’s an idea, but I’m not convinced it’s a good one. Mostly because it seems some folk can’t tell the difference between a Till Monkey, and someone in a position to do something about prices, release schedules, rules, updates etc.

Yeah I'm thinking much the same.

There's going to be a damn sight more 'when is this codex coming out' 'when are you updating Catachans / Aspect Warriors / whatever' 'why won't you take your fething foot off the space marines gas pedal' type questions than there will be 'what should I buy little Timmy for his birthday' (Space Marines, duh...).

I imagine this will probably get dropped in a month or two after the poor sods answering the chats crack under the weight of all the abuse thrown their way and questions they can't answer.

Sheesh. People really think front end email sending system is going to cause such a huge influx of emails to GW?

Read the concerns.

It’s a useful tool. But as explained, we know there are folk out there who’ll just use it to vent their spleen at someone in no position to address even valid issues, let alone some of the guff we see folk complaining about.

But think of all the old people asking questions about buying for their grandchild’s birthday.

Grandparent “What’s the difference between kit X and kit Y?”

GW employee “They are actually the same kit, you just have options to build it two different ways.”

Grandparent “.....Then why do you list it twice?”

GW employee “.......”

Or them asking what the bundle deals save them.

Seriously, for a normal business I think a live chat is helpful, but this is such a niche market with some very poor business model decisions scattered in it to open itself up for these questions.

It's not a CHAT system. It's just an e-mail sending form that's now on the front page.
I've worked customer service and e-mails generate zero stress, even if someone is threatening to burn your company down to the ground. Live Chat is completely different beast, from CS agent's point of view (still nowhere near as bad as telephone CS), but this is not a chat agent. At no point do you type with a person in that thing

 Theophony wrote:
Seriously, for a normal business I think a live chat is helpful, but this is such a niche market with some very poor business model decisions scattered in it to open itself up for these questions.

They are a normal business. I've had to ring GW customer services before and you used to be able to overhear the other operators answering basic questions about products like what unit is used by what army, what's in stock and what's out of stock, etc. People sending messages to be awkward for Le Memes will be an extremely small minority and are part of the cost of having that sales channel.

Cronch wrote:
It's not a CHAT system. It's just an e-mail sending form that's now on the front page.
I've worked customer service and e-mails generate zero stress, even if someone is threatening to burn your company down to the ground. Live Chat is completely different beast, from CS agent's point of view (still nowhere near as bad as telephone CS), but this is not a chat agent. At no point do you type with a person in that thing

That's a shame. I got excited for some 4Chan-esque shenanagans and jokes, ah well

 LiftForSwift wrote:

Cronch wrote:
It's not a CHAT system. It's just an e-mail sending form that's now on the front page.
I've worked customer service and e-mails generate zero stress, even if someone is threatening to burn your company down to the ground. Live Chat is completely different beast, from CS agent's point of view (still nowhere near as bad as telephone CS), but this is not a chat agent. At no point do you type with a person in that thing

That's a shame. I got excited for some 4Chan-esque shenanagans and jokes, ah well

Don't. You think your jokes are funny, but here's a secret pro-tip to all customers contacting any helpline/chat ever: They're not. No one working on the other side of the phone/keyboard appreciates your patrician sense of humor.

I thought it was going to be one of those automatic bot machine things that is only able to answer/deal with basic queries and such.

A live email system is neat and they are becoming more and more common.


I'm also sure its got a block feature so anyone abusing it will just get blocked. In my experience it takes a few clicks to block someone and its a LOT faster to block/ban than it is to make a new email;get a new IP etc... sure you can do all that, but honestly you're not going to get far. Even less when its just private chat/email and thus there's not even any exposure for your comments.

That depends on company policy. Some allow agents to ban, some pretty much require the manager to sign off on it, and it happens literally only when you get dickpics sent *shudder*

 Mad Doc Grotsnik wrote:
Read the concerns.

It’s a useful tool. But as explained, we know there are folk out there who’ll just use it to vent their spleen at someone in no position to address even valid issues, let alone some of the guff we see folk complaining about.

Yes. But why would they be sending now when they have had same ability to send to same guys same thing?

This is just front end for email sending. Nothing more. Does that really cause those people to increase? Toxic people have been spamming the same GW inbox for ages. Do you think this really doubles the emails customer service reads?


Automatically Appended Next Post:

 Theophony wrote:
But think of all the old people asking questions about buying for their grandchild’s birthday.

Grandparent “What’s the difference between kit X and kit Y?”

GW employee “They are actually the same kit, you just have options to build it two different ways.”

Grandparent “.....Then why do you list it twice?”

GW employee “.......”

Or them asking what the bundle deals save them.

Seriously, for a normal business I think a live chat is helpful, but this is such a niche market with some very poor business model decisions scattered in it to open itself up for these questions.

Well this ain't live chat. This is customer service email service with fancy front end. You don't chat with anybody on real time. You send email to their customer service email box which they will reply with day or two(or more) delay to your email address.

Okay, this is weird.

I looked at it and got the choice of sending an email or getting into a live chat. Reloading the page no longer gives me the option, but goes directly to deliver an email.
So maybe they are still trying some settings?