Valve does not have the best track record when it comes to customer support, with plenty of stories circulating the internet criticizing its allegedly irrelevant or often late replies to support requests. The company has now shared a significant amount of information in a new blog post, detailing how its support systems have been improved, as well as a new support stats page.
Some of the more noticeable improvements in recent months include an overhauled support section, where a separate Steam support account isn't required anymore to submit a ticket, as well as increased support staff.
According to the new stats page, seen above, Valve receives 75,000 tickets on average each day, with close to 50,000 of them being refund requests. It's clear Valve's new improvements are working, with its daily ticket backlog reduced from almost 60,000 in February to around 8,000 at the time of this writing.
The page also displays an estimate of how long a support request will take to process, with request types divided into separate categories. Right now, the response time of 'Purchase & Billing Support' is shown to be between 2.54 hours to 1.82 days, which is not a particularly positive statistic.
In any case, transparency regarding what the company has accomplished in improving its customer support is always welcome, and hopefully, this is just the start. For those who are interested, the new Steam support stats page can be found here.
Source: Steam | Image: Steam support stats
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