May 15, 2012 Diablo 3 was released.
Like many gamers I was anxiously awaiting the arrival of Diablo3. You had been waiting for 10 years, so it seems plausible that you would want to play the game right out of the gate.
Disasters strikes servers not functioning properly
If you were one of the lucky ones to actually play on the release date itself, then you were grateful. However, many were not so fortunate.
How did Blizzard the angry mob?
If you were unable to play D3 because of the servers, you mostly likely checked out their forums to see what was going on, or if you are more of a Twitter person you may have checked out @BlizzardCS, which is the North American customer service Twitter account. In either case you were in a disgruntled state and wanted answers.
From a customer’s perspective Blizzard did a great job of informing its patrons of what was going on. Communication is really the key when it comes to a crisis, and believe me Diablo servers being down is a crisis for a gamer. There were constant updates as to what was going on, and that they were trying to deal with the problem as best as possible.
The Blizzard customer service Twitter account was going crazy with numerous complaints about the service. It must have been a Community Manager‘s worst nightmare. However, they dealt with the situation well
The Blizzard Diablo3 forums had an equally interesting time dealing with the plethora of negative posts. yet through their never waning line of communication the hoards were sated.
Just think of how Blizzard dealt with this crisis next time you need some guidance.
How do you think Blizzard dealt with the release of Diablo 3?
