Valve says they "have to do better" on customer support
Valve says they have to do better on customer support
Published: 16th March 2015 | Source: pcgamer |
Valve says they "how to do better" on customer support
After getting an F from the BBB for customer support, Valve says they "have to do better" on with their customer service.
As many of you read in our article yesterday the BBB has awarded Valve a grade F for their customer service with out of 718 reported complaints against the company that 503 complaints were not even responded too, leaving more than the majority of complains unanswered or even acknowledged. Valve's Erik Johnson has since made a statement.
(This comes not long after Valve has added more regional restrictions to the service)
Firstly Erik stated that they consider the data from the BBB as almost useless, but says he does see the need for better Steam support.
"The BBB is a far less useful proxy for customer issues than Reddit,"
"We don't use them for much. They don't provide us as useful of data as customers emailing us, posting on Reddit, posting on Twitter, and so on."
"The more important thing is that we don't feel like our customer service support is where it needs to be right now,"
"We think customers are right. When they say our support's bad, our initial reaction isn't to say, 'No, it's actually good. Look at all of this.' It's to say that, no, they're probably right, because they usually are when it comes to this kind of thing. We hear those complaints, and that's gonna be a big focus for us throughout the year. We have a lot of work to do there. We have to do better."
"We need to understand what's the most efficient way to solve customer problems,"
"Right now we're in a state where we're doing a bunch of technical work on thinking through how does a support issue get raised, who has to see it, how do refunds get issued within Steam—we've done a poor job on all of that up to this date. We think it's something we really need to focus on."
It is clear that Valve does intend on improving the way that they deal with customer support, which is a good thing to hear. The BBB has had a shady past with several accusations of companies paying for a good rating, but at least their grading of Steam has highlighted the issue of Valve's less that adequate customer services and has prompted Valve to take action.
As I have said before, with Valve opening their storefront to more and more developers and offering new products through like Early Access, an OS in the form of SteamOS and will soon be offering a new Controller, Streaming devices and entire systems, Valve will need to drastically improve their customer service if it wished to succeed in the future to maintain the trust of their many loyal consumers/users.
You can join the discussion on Valve's customer support on the OC3D Forums.