At the Office - Customer Support with Vanessa Jimenez

By Christina Sims

Cryptozoic loves our fans, and we love taking care of them as well! No one does that better than our very own in-house customer service representative, Vanessa Jimenez. In the rare case that something goes wrong, she's on top of your issue as soon as possible and making sure our fans are happy. Let's see what a day in the life of a CSR is like!

Name: Vanessa Jimenez
Title: Customer Support Representative
Preferred Title: Box Fort Master

So what does a customer support representative do at Cryptozoic?

I answer our customer service emails as well as quality assurance issues. I also handle our e-store and the World of Warcraft Trading Card Game's Crafting Redemption program.

So you get to touch all the new games and product before it leaves the e-store?

I get to touch ALL the product!

What's a day in the life of handling Cryptozoic's customer service like?

The very first thing I do in the morning is to get all of the e-store orders out. Our fans are our number one concern! I make sure they are having fun with their product. After that I go straight to any customer service issues and get those mailed out as soon as possible.

What kind of things pop up every now and again? What do you find yourself helping out with the most?

Loot card issues occasionally come in, very minor things, and assistance in the loot card redemption process. It's usually very small things, and I handle them immediately.

Tell us about Crafting!

I handle the Crafting Redemption program. Everyone sends in their materials, Token of Justice, or Fragments. I'll read what they want and send the card their redeeming back to them (provided they send a self-addressed stamped envelope)!

How many Crafting requests do you get in a week?

Usually I'll get about 100 a week. Our fans love the Crafting cards! Especially Viewless Wings and Rock Furrow Boots. We're getting pretty low on those, so get your Crafting in!

What kind of happy customer service stories can you share with us?

The people that I contact that have small issues, like saying they didn't receive a card that was included in the product list, they're usually just happy to get a response. The thing with some companies is that they tend to not listen to the people with minor issues. Not us! Customers are usually very happy to get a positive response.

People don't have to wait very long to get a response through our customer service portal at wowtcg.com/contact or cryptozoic.kayako.com, right?

Nope! Fans usually receive a response the next day or even the same day.

You make our fans with questions or issues very happy – What do you like to do for fun?

I like to go home and play World of Warcraft! I also enjoy going to the movies.

Thanks Vanessa! I know that our fans are well taken care of with you around. Join us next week for another At the Office blog!