We are proud to announce the release of our new Help Center. In order to scale for our current and expected growth, we needed a system that would be able to grow with us. In order to better serve you, we have recently doubled the size of our Customer Care & Education team. This new system will also help us respond to the explosion in case volume we have seen over recent months. We have heard loud and clear that we need to respond faster to your requests for help. We had to make some basic improvements to our systems in order to be able to do that. This is a huge step forward.
Here are some questions you might have about our new Help Center:
What is happening to my old tickets?
We expect to have all of your existing tickets migrated to our new Case Management System within the next 24-48 hours. In order to provide seamless support for new issues, there will be a period where existing tickets will not be in our new system. Please do not open a duplicate case. It will only slow our response time.
How do I log a new Case?
Go to http://www.imvu.com/help or click Help at the top or bottom of any page or at the top of the 3D Chat window. After the Knowledge Base loads, enter a keyword to search for relevant articles. If you still need help, click Request Support and then Submit a Case. The page that displays should look very similar to those of you who have submitted a ticket in the past. Just fill out the necessary information and click Save. You can add an attachment to the Case before or after you save/submit it.
How do I view my cases?
Some of your existing cases may not be ported into the new system for a couple of days, but, ultimately, all of your cases will be displayed after you click Request Support. All new cases you submit will show up in the new portal.
How do I respond to one of my open Cases?
Click on Request Support and then My Support Cases. You can refer to the Case Status Legend to see what different statuses are possible. Click on Edit. Add your response in the Description field and click Save. There is no need to change the status unless you want to Close it or Reopen it.
How does this affect me?
We are going to be able to respond to your cases much faster. In order to deliver on the promises we have made to improve your experience with IMVU, we need to make these infrastructure changes.
What else do I need to know?
We still have some issues that we are trying to address. Some of our Knowledge Base articles need to be reformatted and some pages are a bit slow to load, so we will be making more improvements to the user experience over the coming weeks. We appreciate your patience during this time.
We are not done. Many more improvements are underway for the coming year. Thanks for being our customers during this exciting time.
Manager, IMVU Customer Care & Education