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Valve details improvements to Steam's support system

Valve details improvements to Steam's support system

Valve details improvements to Steam's support system

Valve details improvements to Steam's support system

 
Today, Valve has released a new Steam Blog which details recent changes to Steam's support system, simultaneously improving the Steam user experience while at the same time making Steam's support structure more transparent to users. 
 
On average Steam has around 75,000 support requests every day, with Steam previously having 50K requests that are awaiting a response at any given time. Now thanks to both improve support methods and increased staffing levels, Valve has now decreased their pending support requests down to around 8000 at any given time, which is a huge improvement.  
 
Now thanks to both improve support methods and increased staffing levels, Valve has now decreased their pending support requests down to around 8000 at any given time, which is a huge improvement.  Now Valve is not almost a day behind with their user support, which means that a lot more users are getting responses within an hour of submitting their initial queries. 

  

 

As always, our goal with Steam is to be continuously improving and creating better user experiences across the board. 

We hope that most of you never need to contact support because your experience with Steam is issue free to begin with. However, we know that there are times when something just goes wrong and when you need to get help from an actual person. Improving Steam Support to make that experience as smooth as possible has been a big focus for us over the last couple years.

We overhauled our support site, we’ve built better integrated tools, we no longer require a separate account to contact support, and we’ve increased our support staffing. We’ve also fixed as many bugs as possible and have provided new self-service options where they make sense. Today we are launching our Steam Support Stats page and seeking to improve transparency around users’ experiences getting support from us. We believe that increasing transparency will both help users understand how we are doing and will help make sure we keep improving over time.

 

 

 Valve details improvements to Steam's support system

 

This is a very positive move from Valve, increasing the reactivity of their support services and giving users faster solutions to their problems. While this is a great outcome for consumers, it must be remembered that Valve is simply making their support levels adequate, as their earlier response levels could be call nothing if not sub-par. 

Hopefully, Valve will continue to work to improve Steam as a service and will continue to make their support services faster and deliver better outcomes for consumers. 

 

You can join the discussion on Valve's improvements to Steam's support system on the OC3D Forums

  

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03-05-2017, 12:43:41

NeverBackDown
Well they couldn't get much worse...Quote
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