Paul: "Why I like our Mods"

[xxMATTGxx]

Thought I would talk about why I like our Mods, and why I am personally involved in improving how we do customer service, which we call User Care.

Our Mods have a hard job and if there is any systematic problem with moderation it lies with how we have designed the system and that design starts with me. It then goes through a series of leaders all of whom work at Sulake.

Our system of moderators answering CFH is based on a version of the pre-web call center model. In the world of online communities and social media it can be complemented and improved by community participation. That's why we are bringing back and modernizing a popular past program where mature, trusted senior Habbos act as the first line of help.

Good User Care is right principles and right balance of communication volume. I think our principles are now on the right track. Habbos are the stars, we are the service and our User Care will be great. Our communication volume is not. We need to balance the number of helpers with the volume of CFH. Across many well known gaming and e-commerce sites a community layer works brilliantly at creating this balance.

However, importantly, we are going to keep our hard working moderators. Because unlike many services where the community is the only form of help, we'll be keeping the HabboCM group supported, and overseen, by mods. This creates a balance of local Habbo expertise and staff controlled ban power for serious offenses that ensures fair treatment for all. And it keeps the HabboCM's onside which is a concern in any program of this kind.

I am having an open discussion with you about our HabboCM program and Mods to get your feedback and ensure we moving in the right direction. As with bans, individual issues I cannot help with in any practical manner. If you tweet me once with your opinion I appreciate it. Ten to twenty consecutive tweets goes beyond the point. Lets work together to make HabboCM work and the Hotel a place where the User Care is the best in the online world.

http://tweetmore.net/tweets/e04f0620a51556f4

Interesting read.

Also the MOD Lead Team is based in Madrid.

[Red]

Absolute pile of rubbish imo. The moderators are **** and shouldn't even have their jobs. Same applies to some of the new customer support staff that have been hired. Habbos are the stars? wtf no sorry. Corrupt habbos who will become part of this programme reading my calls for help isn't going to fix the problem of shoddy moderators.

[Mikester941]

Can someone tell him to tell his precious new mods in Madrid to allow casinos to be called casinos again instead of betting permed and what not. -.-

[Inseriousity.]

Lol at the not-so-subtle STOP HARRASSING ME CONSTANTLY message at the end.

[Red]

Had to make a twitter just to reply to this lmao. He followed me but hasn't replied yet!

[xxMATTGxx]

Had to make a twitter just to reply to this lmao. He followed me but hasn't replied yet!

Keep us updated? :P

[GommeInc]

What a load of corporate dribble! I gave up taking it seriously after this:

"Our Mods have a hard job and if there is any systematic problem with moderation it lies with how we have designed the system and that design starts with me."

Tooting his own horn much? It's meant to be why he likes his moderators, and that just makes it seem like he only likes them because they do what they are told, and they are told what to do by him and they successfully follow.

I will just leave my usual generic comment on Habbo Moderation: "The good thing about Habbo Moderators is that an unlimited number of them can punch out a piece of work by Shakespeare and it's amusing when they pick their noses in their enclosure and eat what they find. Their only downfall is that they chuck their entrails at the passing customers and shouldn't be left near a computer."

[Toilet]

New Mods are horrible. They don't even answer my calls or take half an hour to do so.

[geo]

Wow, that's rubbish! Just a load of lies as Habbo Mods are useless and don't help much..... and if they do it's probably 2 weeks late. :rolleyes: LOL at the last paragraph, hah.

[e5]

Would be fantastic to be an oldie and using my expertise and knowledge to help others out. I've got the that stage where I'd like to pass down what I know about Habbo onto newbies and those in need. Being quite a computer know-how too means I know how to keep them safe! Being 18 and playing habbo since 2004, I probably, as well as many others, have more experience of Habbo than some of the staff do! I bet the HabboCMs that get the contact with the MODs find they are very nice people, but they can't express that to each individual Habbo because there is too many of us and not enough of them!

[Jazz]

wow hes about as good at lying then the customer support staff.

[Red]

Would be fantastic to be an oldie and using my expertise and knowledge to help others out. I've got the that stage where I'd like to pass down what I know about Habbo onto newbies and those in need. Being quite a computer know-how too means I know how to keep them safe! Being 18 and playing habbo since 2004, I probably, as well as many others, have more experience of Habbo than some of the staff do! I bet the HabboCMs that get the contact with the MODs find they are very nice people, but they can't express that to each individual Habbo because there is too many of us and not enough of them!

Rite e o... There is plenty of people who are capable of giving help and won't get the chance and there is the habbox help desk if you want to offer your services 8-). You do not need this scheme to be able to help people. If you really cared about helping habbos, you'd be doing things like help desks.

O and he never replied to me.
www.twitter.com/habbored (http://www.twitter.com/habbored) retweet cos I want a reply :(

[Lewis]

Maybe why they're taking so long to answer calls, is because they're actually looking into peoples calls? :P

Moderators have been a huge issue in habbo for a very long time, however I think they are getting better. Why? I have made many calls for help and they have just done automated replies with no help, but these 2 months or so to now they have been more active to me and took my calls more serious. Every time it takes about 10 minutes for them to reply, but when they do for me they seem a lot more helpful and my issues get much better helped. I don't know if I'm just lucky at the time and a good moderator answered me most of the time, but I can see moderators getting slightly better. :)


Habbo CMS... why do you all think it's a bad idea, or at least some of you? Habbo CMS is going to be awarded to users who have been on habbo for a good few years, plus a very good reputation (ban history) and more than likely look into the past calls about yourself. Habbo CMS isn't just so the moderators can lay back and do nothing, however it's just to help! Many scammers and hackers get away, but with the help from habbo CMS and things, we can get evidence track them down and put it to the stop! = more bans, and sooner or later habbo will be a good community!


(This above is just all my opinions!)


Customer Support - still a big issue for me :L

[Pigperson]

I don't really agree tbh, the MODs can be so wrong at times and aren't that much help, I hardly see them either :(

Will

[e5]

tbh you do.

I don't look at you and think oh you can help me, in all fairness. I know I could probably help out people further than most help desk staff on the hotel. and being a HabboCM gives you a responsibility, a title and soem authority to be listened to and more people come to you for help.


Rite e o... There is plenty of people who are capable of giving help and won't get the chance and there is the habbox help desk if you want to offer your services 8-). You do not need this scheme to be able to help people. If you really cared about helping habbos, you'd be doing things like help desks.

O and he never replied to me.
www.twitter.com/habbored (http://www.twitter.com/habbored) retweet cos I want a reply :(

[Red]

People come in everyday and ask for help and they get it? It's nothing about wanting to help people, just a want for power and privilege over other habbos. Kitano was great because he came in and was like I am going to be fair and he didn't accept any habbos as friends etc .... then you have Paul who seems to think its ok to create a divide and bring back elitist programmes which breeds a bunch of stuck up idiots. The past programmes failed for a reason.

[Catchy]

I'm sorry but how are the mods going to support and 'watch over' the Habbo CM's when half of them don't even know what they're doing? Don't speak English and clearly make too many mistakes.

[efq]

******* spanish

[Andii]

I'm sorry but how are the mods going to support and 'watch over' the Habbo CM's when half of them don't even know what they're doing? Don't speak English and clearly make too many mistakes.

i agree lol. . I just hope they let english speaking habbos get Habbo CM

[SackRace]

New mods don't have a ******* clue

[Jurv]

i've just read some of it and it seems really interesting. i do have to say that the newer mods are terrible tho.