As a Roblox developer, it is currently too hard to reach Roblox’s customer support and get adequate help in a decent amount of time. Often, it takes a couple of days before receiving an official response. Due to the nature of the writing style, the replies often feel automated. Talking to Roblox support should feel like talking to a person rather than a brick wall.
Roblox customer support has not always been the greatest, but with an overhaul, it can be amazing! Having outstanding support is crucial to establishing a longlasting community and a renowned company image. Customers will always remember phenomenal support! They will associate pleasant customer support experiences with the platform as a whole.
Improved Help Center
The current Roblox help center is not sufficient for such as a large platform. Visually, it lacks organization and the ability to find the right article faster. Adding in visualization icons and steps for children will drastically help them understand the content they are seeking and reading.
The help center should offer a direct way to submit a ticket. Although there is a page on the Roblox website to submit support requests, this page is hidden. A majority of users and developers are not aware of its existence.
https://gyazo.com/17dfef456cf7a05cee02e0f1bd1bbecb
Disclaimer: I rebranded parts of the Discord help center with the Roblox brand to show an example of how some changes could make drastic improvements
Developer Help Center
Many developers ask questions on the DevForums, the responses to those posts are only from other developers. Often, developers are left to make their best judgment rather than being able to find a definitive answer. While developer relations does make public announcements on policies, they are often buried over time, forgotten about, and can be unclear.
A developer help center would essentially be the current help center but focused on answering developer related questions. For example, a section on DMCA would be extremely useful to most developers. In it could be articles relating to how to file a DMCA request (for both developers and third-parties), an updated list of popular content that is moderated when going through asset moderation, etc.
Twitter Support
Over the past few years, some of the world’s largest multinational corporations have begun offering support on Twitter. Some companies such as Discord and Wendy’s are renowned for their Twitter support. Offering Twitter support has helped them in establishing a better brand image, creating a better customer experience, and building a loyal following.
Recently, Roblox has stepped up its Twitter game by liking and replying to some Twitter users. However, offering Twitter support would drastically improve the ease of reach to Roblox customer support. This would also result in Roblox users feeling more connected with the Roblox brand, company, and platform.