Honestly I just hope it’s new wanted black but it’s probably not lol
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Emperor: Crown & Capital release as a holiday miracle🙏
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How long has he been typing lol it still says his replying and this comment was made 36 minutes ago as of now
Whether it is a drop or a delay, am fine with it.
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Do hope Saint is feeling much better now and it isn’t anything serious.
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50 tickets in two hours.
We closed 50 tickets in two hours. And that’s because I was going slow and testing the new system.
I know many of you were waiting for a big surprise event – and rest assured, they are indeed coming. But we had to handle something before we did. And I’m proud to say, this time we nailed it:
See – as we started launching those titles earlier this month, we ran into the same problem we always do: our support system does not work as intended, and once again – we couldn’t handle the additional load.
We’re aware that our support system performs rather poorly. We’ve tried to overhaul the system time and time again, and things will go great for awhile, but as soon as we start experiencing additional load, that system fails. We heard the complaints and frustrations. We saw the very late tickets.
Something had to give. A few months ago, we began working on something more than another process overhaul. We needed to rebuild from the ground up.
And this weekend, engineering surprised us – unveiling the near-production version of a fully custom, bespoke backend system that we have named Quintessence OS, which we were not expecting until early next year. And well… we just delved in. Quintessence OS provides deep integration across all stores and services, support, provides a fully automated customs process. It also sets the foundation for Q-Pro.
It is difficult to explain all of the features and why this was a big enough deal to delay launches – but you’re going to experience it very soon. Some of you already have. If you received a fairly quick response to your ticket submitted this past weekend, that’s because I was personally helming and testing it. Using Quintessence OS’s product database and ticket answering feature, we were able to close out 50 tickets in record time – with outstanding responses. Today’s tickets were resolved in around 35 minutes.
Product knowledge is one of the issues we have with support. Since the agents don’t have access to the scripts, it means they have to rely on us whenever they receive a question about a title, stack, build evaluation, etc. Quintessence OS resolves this with a highly searchable database.
And note: we are currently preparing for a self-service knowledge platform using those same documents. With the self-service platform, you’re essentially tapping directly into the vast knowledge and information database that we’ve built over the years.
While the scripts themselves are not included, it does contain over 1000 documents with extensive information on all major titles, all the modules, what they best stack / combine with, and A LOT more information that will help support give you the best information possible and fast.
This is the end of long ticket times.
No more tickets getting lost in the system. Our custom dashboards are designed to specifically prevent this. The system was built with two things in mind – speed of responses and the quality of support responses.
Tickets are now being contextually prioritized and routed to the agent with the most topic knowledge automatically. We can also see from the immediate dashboard which tickets are late, if you’ve followed up with a second ticket, etc. Context from the ticket is immediately given, meaning we don’t have to search across both stores and forum messages to figure out what needs to be done. And since many functions are now completely automated, we can respond to your needs with an alarming speed.
Everything is just simply right there. Refunds and SubClub Elites upgrades are now semi-automated (a human still reviews the ticket). The forum thread “Where Is My Custom?” will be recreated and automated as well. Yes, Quintessence OS will scan this thread daily, and if you’ve posted a ticket number or order number, it will automatically pull the ticket / order for us, the custom order and if necessary, automatically prepare the custom for resubmission.
And that’s because Quintessence OS ties into the Q software and fully automates it. This feature is not yet turned on and it’s running on a new, advanced semi-automated mode with a number of integrity checks built into it. A human still reviews all the output at the very end, but this is a short process. This means…
NO MORE LATE CUSTOMS.
QTKS integration is planned, but not yet implemented – these are still a bit too advanced for us to build programmatically, but the ZP Standard customs have been semi-automated for a few years now. The new version has even more features and checks to ensure that the quality of the custom is of perfect quality. As we tested it this weekend (with mock orders), we were able to complete a very high amount of orders. It is with no jest that once we turn on full automation, express orders may be completed that day.
We’re firing up even more machines running the Q software and Quintessence OS is tied into all of them, meaning we’ll be able to put out customs at a much, much faster speed.
Quintessence OS has an in-depth “Knowledge” mode, where support agents can use improve their own product knowledge to better answer questions. There is a “Sentiment” mode, where we can track overall sentiment about a title and quickly see what everyone is asking for in one of the idea threads, for example.
There are so many features and functions – and I’m still so giddy – that I don’t know which to discuss. So many integrations with our creation tools and the such that things just got much, much easier at SubClub HQ.
And yes – Quintessence OS’s modular and extendible design means that Q-Pro as a platform is very viable, opening new doors and avenues for us to launch the service earlier than expected. Not to mention, the fact that we can actually support the service in a very meaningful way.
As a result, we will soon be taking QTKS and Major Title Name Embed services out of “testing” status and giving them a full launch, with increased support.
Now yes – since we will be working on this for most likely the rest of the week (I’m being very perfectionistic about this), there will be a delay in releases. But, I think it’s worth it.
It’s nice to speed through products, but it’s even nicer knowing that the customers will be able to have their questions answered quickly and precisely, because we are planning some BIG things. There will be lots of excitement, lots of questions and before we could proceed, we HAD to get this handled.
So, a few things: I am actively using and testing the Quintessence OS platform to answer tickets, but it’s not running full throttle, so let’s not expect a response a single day or two yet. Do expect faster response, especially when asking about the differences between titles, custom build inquiries, questions about titles, refunds, with one caveat. Tomorrow through Sunday, we have limited staff.
After that, we will start ramping the system up and testing various things. If you had an outstanding, unanswered ticket, we’re going to close those tickets with a message to please open a new one. This is unfortunate, but necessary to get the ticket into the new backend and answered quickly.
I know everyone is excited about future releases, and backend stuff isn’t that exciting. Just know that once our software engineers demonstrated the software for everyone else, an impromptu celebration broke out. So, remain just a bit more patient and bear with us as we work out the various quirks of the software.
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Oh my cant wait for this. What a nice surprise. Almost better than a new drop.
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Hell yes! This is GREAT to hear!
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Wow that is one incredible update on the backend, anyone who knows about backends will know how much work that has been put into that
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QOS is a great drop. Not only will it help us get our services like customs, support answers quicker, it will also free up more time for Saint, Fire to focus on their mad scientist activities. Also a bit more time to take time off. Which is also much needed.
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I got my ticket answered recently and thought to myself “huh this is for sure AI”
BUT it was a detailed answer and it covered all my questions so I can’t complain one bit.
IDK if this only applies to ticket support, but if you let members access this AI, ya’ll would prob get like 95% less tickets submitted since the AI can answer almost all questions right there.
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I work in Software industry too. You must hire (a) very good system designer(s) to make it multiple platforms and os, also very good BE developer to deliver the code for such system.
Not easy, take at least 6 months to 1 year to build the foundation.
@SaintSovereign you have the vision. We users will enjoy the products as well as the experience of building and buying customs in the future. Looking forward to see the system.
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Saint did say a while back that they had plans to use Notebook to give us something like that. Am sure QOS brings this servicecloser to release.
My guess is that QOS isn’t the typical OS but running on top of Windows (or maybe Mac OS). It’s a super-app that has multiple services (like the customer support, custom building, etc) on it. That’s my guess.
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Fantastic idea but please double-check your work, though. Don’t mess up and accidentally include the scripts too! 
I’ve seen crazier things happen to even the most cautious people!
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This really stood out to me. Such a lovely scene, really happy for you guys 
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This sounds great!
Is there a resulting delay with customs already processing til the new plattform is up and running?
(Ordered one on 18.12., but it’s still processing.)
I wonder if this could work now for you