LIVE STEAM SUPPORT CHAT SYSTEM

[Rain]

We shouldn't have to wait a day for support to answer back , uplay has it , epic has it , .

[The Commendatore]

XTREME původně napsal:

more userbase = more support tickets 100%
i dont know why you cant understand that simple fact .

That implies those users over there also all use support. For all I know the numbers over there are similar to Steam, or less.

[Brian9824]

The Commendatore původně napsal:

XTREME původně napsal:

more userbase = more support tickets 100%
i dont know why you cant understand that simple fact .

That implies those users over there also all use support. For all I know the numbers over there are similar to Steam, or less.

Which isn't the case, its really industry specific, the average ratio of tickets per user changes greatly based on the industry. Stores have more tickets and issues then banks for instance due to the transactional nature of the work they do.

Trying to compare two very different businesses never works well. I mean netflix charges a monthly fee to access content. So by that logic Steam should charge a monthly fee to access all the games they have on their store for free....

[The Commendatore]

brian9824 původně napsal:

The Commendatore původně napsal:

That implies those users over there also all use support. For all I know the numbers over there are similar to Steam, or less.

Which isn't the case, its really industry specific, the average ratio of tickets per user changes greatly based on the industry. Stores have more tickets and issues then banks for instance due to the transactional nature of the work they do.

Trying to compare two very different businesses never works well. I mean netflix charges a monthly fee to access content. So by that logic Steam should charge a monthly fee to access all the games they have on their store for free....

True, I was just saying.

[Brian9824]

The Commendatore původně napsal:

brian9824 původně napsal:

Which isn't the case, its really industry specific, the average ratio of tickets per user changes greatly based on the industry. Stores have more tickets and issues then banks for instance due to the transactional nature of the work they do.

Trying to compare two very different businesses never works well. I mean netflix charges a monthly fee to access content. So by that logic Steam should charge a monthly fee to access all the games they have on their store for free....

True, I was just saying.

Yeah I used to work for a software company and I implemented our ticketing system, and we looked into live chat and It wasn't a good fit for us. The nature of our tickets we received required investigation and wasn't conductive to someone being on hold with how long they took to resolve on average.

A ticket system where they leave the issue and let us work on it without having them tied to a call or chat with us was far superior for the type of issues we dealt with. It freed them up to do other things while we worked on resolving their issues.

[Mad Scientist]

XTREME původně napsal:

steam not having ANY LIVE support is unacceptable for me atleast , i hope they do something atleast for account issues .

Support already handles Account & Billing related issues. If they aren't helping you, then either it's not something they support ie another Developers game, or there's something they cannot correct like giving away your login & losing items/wallet balance.

Also they don't need a live chat. The other places you mentioned have a chat bot which queues Tickets such as PayPal, so something that initially appears as live support is just automation & whatever can't be resolved through Automation like Steam, goes to an actual person to review & reply to.

Having worked in a place that had phone, chat & a Ticket system, you should only have a ticket system unless your queue is small enough to justify the use of chat without damaging the wait times of other systems - in which companies with high volume should only use a Ticket system unless other services are needed & can be resolved quickly.

YouTube has basically no support at all, often you get something looked at/resolved by people tagging them on twitter.

brian9824 původně napsal:

Which isn't the case, its really industry specific, the average ratio of tickets per user changes greatly based on the industry. Stores have more tickets and issues then banks for instance due to the transactional nature of the work they do.

First hand experience says this is correct.

Banks rarely have calls from people.
Hardware & Software usually has a very high ticket volume unless around certain holidays. Something like Steam however, always has a strong surge during major holidays & sales for support queues - if they had live chat, the entire ticket queue time would be significantly longer.

brian9824 původně napsal:

Trying to compare two very different businesses never works well.

Indeed. The experienced know why live chat & phone support is often non-existent compared to Tickets, or why phone or live chat is often reserved for very specific, likely easy to handle issues and in some cases reserved for business-to-business, just like how Valves own number is basically for business-to-business calls only.

[Pierce Dalton]

Interestingly, the company (or one of the companies) in charge of Steam support lists live chat and phone support as services offered by them:

https://ibb.co/mBpvTWt

That means Steam opted out of such features to pay them less money

[AmsterdamHeavy]

The only people who think live chat has value for support are people who have never had to work with their faces in queue.

[Pierce Dalton]

AmsterdamHeavy původně napsal:

The only people who think live chat has value for support are people who have never had to work with their faces in queue.

Pretty much every big company in the world provides live chat support, whether through phone or text (or both).

[Boblin the Goblin]

Pierce Dalton původně napsal:

AmsterdamHeavy původně napsal:

The only people who think live chat has value for support are people who have never had to work with their faces in queue.

:lunar2019crylaughingpig:

Pretty much every big company in the world provides live chat support, whether through phone or text (or both).

Facebook doesn't have phone support or live chat.

[Cathulhu]

AmsterdamHeavy původně napsal:

The only people who think live chat has value for support are people who have never had to work with their faces in queue.

Yeah, spending over an hour in a queue for an issue that takes less than five minutes in an actual talk.
Give me a ticket instead, at least i can do other stuff while i wait for a response.

[Pierce Dalton]

SlowMango původně napsal:

Pierce Dalton původně napsal:

Pretty much every big company in the world provides live chat support, whether through phone or text (or both).

Facebook doesn't have phone support or live chat.

And what do they sell?

[Pierce Dalton]

Cathulhu původně napsal:

AmsterdamHeavy původně napsal:

The only people who think live chat has value for support are people who have never had to work with their faces in queue.

Yeah, spending over an hour in a queue for an issue that takes less than five minutes in an actual talk.
Give me a ticket instead, at least i can do other stuff while i wait for a response.

That's exactly why most companies operate with both methods.

[Boblin the Goblin]

Pierce Dalton původně napsal:

SlowMango původně napsal:

Facebook doesn't have phone support or live chat.

And what do they sell?

Pierce Dalton původně napsal:

:lunar2019crylaughingpig:

Pretty much every big company in the world provides live chat support, whether through phone or text (or both).

[Pierce Dalton]

SlowMango původně napsal:

Pierce Dalton původně napsal:

And what do they sell?

Pierce Dalton původně napsal:

Pretty much every big company in the world provides live chat support, whether through phone or text (or both).

So they sell what?

[Yasahi]

Pierce Dalton původně napsal:

So they sell what?

You. You're the product.

Providing support on a social media platform where most use their own names and share personal information should be high priority, right? Not to mention all the companies and other entities that also have accounts there.

Yet they don't have support like that either. Perhaps phone and chat support isn't that necessary after all.