Over the years, Valve has faced quite a bit of criticism over customer support. Things have improved quite a bit with the introduction of refunds but there is still room for improvement. Now in order to be more transparent about its support efforts, Valve has launched a new support stats page for Steam.
Valve’s new Steam page shows how many customer support requests are submitted per day and constantly keeps track of the last 90 days. A quick look at the graph shows that Steam receives tens of thousands of requests each day, sometimes hitting as high as 100K. It also shows how many requests have yet to be responded to.
As Valve explained in its blog post on the matter, this is all in an effort to be more transparent with customers, which has been a key focus for Valve since the start of 2017.
“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.”
“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.”
So far, Valve says it has been able to reduce wait times on support requests, dropping them down from over a week on average to less than 24 hours. The next step is to invest in more staff, training and improving its support processes to ensure more efficiency.
KitGuru Says: Valve in 2017 is starting to seem like a very different company. It has been good to see so much open communication from them for a change.