Hello, everyone - and Happy New Year! I hope that 2012 is off to a fantastic start for all of you.
Many of you in the Viki Community who have written in to us in the past may have already received a reply from me, but I have not yet had the pleasure of communicating with a lot of you yet. I'm the new Senior Manager for Community Support, and I wanted to take the time to talk to all of you and address some common questions that we see here in Viki Community Support.
What is "Community Support," anyway?
Community Support is a term that takes on many meanings, and is, undoubtedly, a term you've seen on other sites, too. Sometimes, people use the term "Customer Service" to describe what we do.
Viki is a site that is all about Community. As such, we need to support the Community in any way we can, and engage with the Community at all levels. From the very start of the viikii days, we have been squarely focused on community and customer service, and that focus is even stronger now. If you're experiencing problems watching videos, contributing segments or subtitles, adding content, or interacting with the Community, we're here to help. Just send us a message. Also, if you have any great ideas about content you'd like to see, or ideas on how we can improve your overall experience on Viki, let us know. You can contact us anytime using the form in the Help Center.
OK, so what is it exactly you're hoping to do?
It's our goal to offer you the highest level of support in every way possible. This may not mean we can solve every problem you have, or fix every issue right away, but we're going to do our best! Rest assured that there is a real person here - yes, a real person - answering your requests, reading your messages, and carefully considering your ideas. We're actively working on elevating the level of support you receive on Viki, and we have all sorts of ideas on how to make this experience even richer in the future. This means getting the basics right, and building up from there.
What about past requests I have sent in for assistance? I never heard from anyone!
One of my top priorities at the beginning of 2012 is to take care of pending requests, as well as new requests for assistance. Please bear with us - this process will take some time. But I promise you that we’re working on getting to every single message. While we may be a little bit slow in getting back to you now, this will be changing in the future. After all, we're still the same Viki and are passionate about giving fans a voice. So, don't worry if you receive a notice when you write us, saying a "ticket" has been created, or that a number has been assigned to your help request. That's just a tool we use here at Viki to keep track of all of your great ideas and make sure that we get your ideas and issues in front of the right person, so we can better solve them.
So, what's the *best* and fastest way to get help from Community Support?
The best way to get help is to send a message to us using our Help Center form.
http://support.viki.com/requests/new
Using the above link, and using your e-mail address, is the best and most efficient way we can help you. So, please use the form above to get assistance from us. In the past, some of you may have been receiving assistance in the form of private messages from Viki staff, but we're moving away from that, as experience has shown that that is simply not the best way to get you the info you need, or for us to get the info we need to help you.
I hope that all of you are as excited as I am about the changes coming to Viki, and the way we support you moving forward. We've got lots of room to grow still at Viki, but there's nowhere to go but up. We look forward to growing with you, and all of your fantastic contributions in 2012.
Michael
Senior Manager, Community Support
