Joined: Aug '07
Location: Malta
Age: 41 (M)
Posts: 8320
There are soooo many people everyday coming to our chat asking about status on their bonus request, instead of just logging in at their Mob account and view the status right there in the request table.
Even though we have 1 warning before the chat and 1 warning in the chat, that we would prefer not having questions about bonus requests unless they have waited at least 5 days - still, we receive alot of questions about it, and the answer is pretty much the same in every case: "you should receive it in 3-4 business days".
Not that we mind having customers in our livechat, not at all But it's a shame that we have to spend time on these questions, leaving us with less time for matters that DO require our full attention.
So I'm asking you guys and girls - what do you think we have to do to lower the amount of questions that the answer to is already written at every Mob account-page?
Joined: Dec '07
Location: Denmark
Age: 59 (F)
Posts: 128
LOL is so long a go I been using the online chat that I don't remember how is works..... but if you start the chat window with IF YOUR QUESTION IS ABOUT.............. AND THERE HAVENT GONE 5 WORKDAYS WE WILL NOT ANSWER YOUR QUESTION.... and maybe they will close the chat again ?
Joined: Feb '08
Location: Finland
Age: 35 (M)
Posts: 49
Maybe you could send few men with tommyguns to their home, when they are working... It would be a quite suprise when your wifes and kids are dead.. "greetings from bankrollmob".. That would teach them.
Joined: Aug '07
Location: Malta
Age: 41 (M)
Posts: 8320
Good one Cenccu That would definately get some worldwide media coverage for BankrollMob.com
I suppose it could be possible to make some kind of popup when cilcking on the livechat image, with a warning people would have to confirm before they enter the chat.
Joined: Mar '08
Location: United Kingdom
Age: 44 (M)
Posts: 6714
Try telling ppl if they ask about thier account before the 5 days then the account will be deducted mob points, its not hard to check the account its there when you log in, 2 warnings already do you thin a third will put them off?
Joined: Mar '08
Location: United Kingdom
Age: 68 (M)
Posts: 197
Posted by Cenccu: Maybe you could send few men with tommyguns to their home, when they are working... It would be a quite suprise when your wifes and kids are dead.. "greetings from bankrollmob".. That would teach them.
Nice one but I think the tommy guns is just a little to violent,,,,lets jus start with baseballbats at first then work up from there,,, or we could force them to play for 4 hours non-stop on ultimate bet I am sure that would be painful! and if that dont work throw them on to party time,,,,,,,,,,
Joined: Oct '07
Location: Sweden
Age: 63 (M)
Posts: 210
Has the number of people dropped anything since you put in that pop-up? If it hasn't you can always do something radical and try to implement a function that reduces the users mob points by 50 points if they have asked about their bonus even though you warned them.
Joined: Aug '07
Location: Malta
Age: 41 (M)
Posts: 8320
rajko, it's only been running for about a day, but according to or livechat guys, they don't feel there's been a decrease. Haven't checked the logs yet though (there's so many chats!!)
I'm thinking of making some kind of pop window first, where user must select a category (what the chat will be about) and then explain of the bonus statuses before livechat has begun.
We would love to keep the livechat there, chatting is a great way to provide immediate support, but it just won't work if all the time from our support crew is used up by "when do I receive my bonus?"-questions
Joined: Oct '07
Location: Sweden
Age: 63 (M)
Posts: 210
Yeah, I agree with you that a live chat is a great way to communicate with users that need help, unfortunately some of the users here are blinded by greed and have miraculously forgotten the art of reading (or how to be polite for that matter too, they forget that they are receiving free money and think they have a right to complain and swear in the forums).
I hope you find a solution to make things smoother for you and the members as you mention these questions take a lot of time which can be focused on other more valuable things.
My suggestion would be too put a limit on how many times people can ask about request status. Therefore if a paticular becomes a nuisance u could just cancell his bankroll request.Im sure after a few times people would get the point !!
Joined: Oct '07
Location: Sweden
Age: 63 (M)
Posts: 210
Your post does not contribute anything good to this topic so I will report it. The topic is How do we get people to stop asking about bonus request status? In case you missed it, not a thread about me. I was referred to this site by a good friend of mines still I dont know what this has to do with the topic.
Ont: Yeah radley that was a good idea beacuse people don't seem to care about the warnings.
Joined: Aug '07
Location: Malta
Age: 41 (M)
Posts: 8320
radley, Your idea is somewhat good enough, but the problem is that it's not just a few single people that keeps asking. It's MANY people. It would be like if you stand out to the highway and stops everybody going too fast and ask them to slow down. You will have told one guy, but the next car doesn't know it, and the next, and the next and the next etc....
We're almost done making it so that people will have to select a category for the livechat, if "bonus request" is selected, a warning will be shown that the bonus request WILL be put back in the queue and paid as the last one.
Joined: Dec '07
Location: Finland
Age: 70 (M)
Posts: 329
the only solution to this problem is that bankrollmob has to pay the free money faster alot of faster because it isnt nice to wait avery single time that 10 days for a bonus
Joined: Aug '07
Location: Malta
Age: 41 (M)
Posts: 8320
Posted by tormulainen: the only solution to this problem is that bankrollmob has to pay the free money faster alot of faster because it isnt nice to wait avery single time that 10 days for a bonus
In that case, we would have to require everybody to make a DEPOSIT first (could be anything, like $5) to guard against fraud.
People tend to think that it's just loading 100 names into a system and press "Pay!" - but if we/pokersite did that, then maybe 70 of them would be people who have one or more account already. EACH account has to be checked manually to see if the user is trying to cheat and/or creating multiple accounts.
Anyway - the current solution seems to have worked, no question about bonus requests for half an hour now, the support team informs me
But it's a shame that we have to spend time on these questions, leaving us with less time for matters that DO require our full attention. 
