A Behind-the-Scenes Look at ROBLOX Customer Service

February

19, 2013

by reesemcblox


Archive

ROBLOX continues to grow larger each day – which also means that more users have questions or need help with all things ROBLOX. Luckily, our Customer Service team is highly trained in assisting our users and finding solutions to their problems in a timely manner. We chatted with members of the ROBLOX Customer Service team about what they do, what you can do if you have an issue, and steps you can take to keep your account secure. 

5,000 is a Big Number

Users come to us with all sorts of ROBLOX-related problems – it can be something as small as a changed password, or something as big as a hacked account. We wear many hats in Customer Service, but the underlying goal is simple: we want to get customers the things they need to fully enjoy their ROBLOX experience.

That being said, let’s take a look at some of our primary responsibilities. ROBLOX Customer Service representatives:

  • Answer e-mails
  • Answer Tweets
  • Create Help Articles
  • Gather information about emerging issues and report them to developers
  • Gather information about customer service improvements from our customers

We respond to an average of 5,000 (!) separate tickets each week (just imagine what it’s like on holidays!). That’s a lot of tickets for a team of 19 people – luckily each of us is trained to deal with every aspect of the ROBLOX user experience. We pride ourselves in the fact that each and every problem is handled by a live person, and we’ve elected to go with a simple solution to prioritizing each ticket. We don’t put any particular issue in the limelight for any reason – issues are tackled one at a time, in the order in which they were received. If you send us an e-mail with a problem, we can almost always have an answer for you in less than 24 hours. And in the rare instance we don’t know of an immediate solution to your problem, we will send you looking in the right direction (more on this later).

Working With the Web Team to Make a Better ROBLOX

We also work directly with ROBLOX web developers–they’ve created an arsenal of tools to help us work more effectively. We’ve worked together on building web tools that expedite our work flow – such as programs for password and email resets, the ability to re-assign groups, and more recently a holding system that’s designed to put an end to scams on ROBLOX. All of these were created in an effort to expedite all of our work so we can find solutions for our users as quickly as possible.

Help Us Help You!

There are a few things you can do before you contact Customer Service that may actually provide you with the answers you need. Always check the ROBLOX Help pages when you have an issue – there are thousands of pages in the “Help” Section in our site, and you can use the search bar to filter your search.

Hacked accounts are an often-reported problem on ROBLOX – and overwhelmingly, it’s not because an account was actually hacked (that’s almost nonexistent), but because someone either used a password that was easy to guess, or – worse – shared their password with another user because they thought they were getting something special. (They weren’t!)

There are simple precautions you can take to make sure your account stays secure. Never give your user name and password to another user, for any reason. If a user is offering you something that seems too good to be true, it is. And remember: there is no such thing as a free prize for filling out a survey or free models for your place if you share your password. Also, ROBLOX employees will never ask you for your password. Anyone claiming to be a ROBLOX staff member and asking for your password is misrepresenting themselves. Report them to help keep ROBLOX safe!

Here’s another tip when you start a dialogue between us: be completely honest. When you ask us to begin investigating, we’re going to find out what happened. Even if you’ve done something wrong, seriously, we’ve heard it all before. We’re not here to get you in trouble, we’re here to deal with your issue and move on. If you’re honest with us up front, that frees up some of the very limited time we have to help others. We can help you faster if you provide us with all the information we ask for.

Feedback

Responding to User Feedback

We always want to know what we can do to help you have a better experience on ROBLOX, and though we don’t respond to every comment, we are reading them every day, all the time. Any feedback, positive or negative, is always valued. Just remember, we’re people too! We know that having problems can be frustrating and can cause some anger, but we’re just as eager to find a solution to your problem as you are. Be courteous and respectful, and we’ll return the favor!

We’ll have more from the front lines of Customer Service soon.