RPG Vault have posted part 29 of their Q&A session with Peter Tyson about Dragon Empires, Codemasters' upcoming massively multiplayer RPG:
Jonric: What kinds of customer service goals did you set early on? What influenced their selection, and how have they evolved or changed since then?
Peter Tyson: Our goal has been to provide speedy and effective customer service to those who need help. Also, to make sure enough information is available to players that they can answer most questions themselves if need be. We feel that gamers are paying a monthly fee for a service, and we should support that service as much as we can. Since then our goals haven't changed much; we've just refined the way in which we're going to implement the plan a little.