The Right Way

I don't like to be the complainer that is completely negative. I always try to acknowledge the issue and if I can suggest a solution.

Constructive Complaining
If someone says "I do not like your Blog", you cannot do anything about it. There is no feedback for you to validate what that person is telling you. If however thy tell you "Your Java Preview Panel loads really slowly", you can easily validate it and decide if you want to change.

A couple of years ago, I saw a link back where a blogger from UAE (I think) could not see my blog correctly because the government had blocked the member files for my ISP, so non of my java, images or CSS was loading. I decided to move to Google Sites to store these files and I easily remedied the problem.

Put your Money where your mouth is...
Well since I just posted a couple of critical posts about blizzard support, I thought I should at least look at the issues they face and how things might work better.

The Problem
You can't have a Solution without a Problem. Defining the problem is an issue many business' face. In my instance I think the problem is "My Account was hacked.".

The Scope
What is the effect of having my account hacked?
1. Loss of Control
2. Banned Account(s)
3. Deleted Character(s)
4. Deleted/Lost Items/Gold
5. Guild Bank Items/Gold Stolen
6. Payment Information

The Solution?
Lets look at having a single process that covers all the possibilities. Having one process simplifies the work that needs to be done and will improve the end result.

Workflows.
Lets have a go at a Workflow for the Account Admin team to improve the customer service after an Account has been hacked.

1. Email the Customer with information relating to security and privacy. Reset the customers password. This is already done well by Blizzard.
2. Explain the restoration process they are about to go through.
3. Check the account(s) to see if they have been banned. If they have, send to specialist to investigate.
4. Check if Characters in those account(s) have deleted characters. Restore them.
5. Check if the characters have lost Money/Items. If they have, send to Character Restoration Specialist with a List of Characters to have items  Restored for each account. Also include Guild items that were stolen.
6. Check for modified Account Information. If this info has been changed, Send to billing to fix payment/customer information.
7. When all these actions are completed, an email should advise the customer everything has been done and allow them to verify before closing the case.

Assumptions
I have made a few of those based on my interactions with Blizzard. I think in some cases this may take more time but in the long run there would be time savings for resolving issues on the first try.

Shortcuts
There are points in the workflow where you could produce a quick fix, I believe blizzard has something like this, and have the option of doing a full restore if the customer wants.

Cost Savings?
Sometimes you may not see cost saving right off the bat, but I would guarantee the resulting improvements of Customer Satisfaction would be worth their weight in Gold.

Razorbax