Virtual Customer Service Wins

James Corbett, ‘The Eirepreneur’ hits the nail on the head about customer service in Second Life, while he was at the blogHUD station. So many times when I have been around wanting to buy something, I have found myself in vast emporiums with no one around to help me. I often right-click something I like, then IM the creator, or view their profile to see where there might be help or more info about their skills and products.

I have to say, since re-re-reading James’ post, I’m really touched. Stuff like that hits a nerve. And it’s so encouraging. Thanks for that 🙂 Truly.

SL Home SmallWhile I sit here alone in a flat in London working on my real life work, I sometimes leave ‘Koz Farina’ sat up in ‘the Lab’ at The RSS Platform (where I live in SL) on my laptop running SL – the place I sit is actually a virtual representation of the actual room I am sat in in the real world! (only ALOT tidier!) I always keep my mini-map open to see it anyone visits the platform or blogHUD area. When I do see someone there, I tend to pop down, say hello, and ask people if they have any questions about the product. Then I say I’ll leave them alone and tell them where I am if they want me. A bit like in a real shop – I hate shop assistants that hovver around around as you make your choices – but they should always be there to help you if you need them.

I usually make a sale or two from this small amount of effort. Just giving them the feeling that someone actually cares about the product and their experience with it.

The great thing about SL is the ‘virtual proximity’ you can feel while in another’s ‘presence’ – it helps you to ‘connect’ in some odd way. It ‘s GOOD 🙂 and so rewarding.

Another thing about launching a virtual product, marketing it (to a point) and supporting the users and listening to feedback for new features in new releases, is that it is SUCH GREAT EXPERIENCE for the REAL world! From concept to prototype, to alpha testing, to release and actually selling it – then supporting and devloping it. It’s a wonderful experience – and experience that I want to carry over into my real world efforts.

The lifecyles are the same.

By the way – people still tend to ask me ‘what is a CREATEC?’ When I tell them that’s what I am: Here’s a diagram I did last year to help illustrate (part of) what I now do (it needs updating – I have evolved somewhat !:) )

A createc uses both the left and right halves of the brain, often in equal measure. It enables a total overview of a system. Front-end to back-end. From the engine to the bodywork and paintjob. A createc understands the whole system. One can communcate with designers as readily as programmers.

In this day and age – I believe it’s a REQUIREMENT. 🙂

3 Responses to “Virtual Customer Service Wins”


  1. 1 ade November 3, 2006 at 2:51 pm

    have you listened to the new secondcast podcast ?

    another plug for you 🙂

  2. 2 andrew November 3, 2006 at 10:00 pm

    I like the DW reference 😉

    Maybe there’s space for a tool to IM or send some sort of message to shop owners when customers enter their shop?

  3. 3 kosso November 4, 2006 at 12:46 am

    ha! well spotted! but this is an old graphic. I dont do either of those things now. possibly.

    well – I do still try to help – but in a different way.

    This way , now I dont care if I’m ignored or not. heheh.

    I dont exist ;P


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Who is this ‘kosso’ anyway?

I am a 'Createc'. A creative technologist, entrepreneur/ hacker/ geek. Worked on building things on the web for over 12 years.

Used to work at BBC News interactive and created the publishing and delivery systems for video news to get distributed on huge screens in major railway stations around the country.

I left the BBC to become CTO / sole-lead architect/developer at podcast.com for three years.

I have now left them to build a start up a new system called 'Phreadz', which is a 'Social Multimedia Conversation Network', integrating everything that is 'V.I.T.A.L' to us on the web. Video, Images, Text, Audio and Links.

I built the whole thing my myself. I programmed every line of code and positioned every pixel. I'm looking forward to attracting an hiring new members of the team to help me out! :)

There are currently over 1000 happy and helpful beta testers on the system so far and one client of a white-labelled solution.



@kosso : twitter

kosso's flickr stream

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