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but live support, nope from my end. based on how many dumb ignorant people are migrating from consoles a live chat would become not managable, alone here on forums you see at least 20-30 people with hacked or stolen stuff every day.
To follow up your restaurant analogy. There's a series of problems coming from trying to solve problems by throwing workforce.
It serves little purpose to get more cooks to the restaurant when the kitchen only can cook 2 meals at a time. Cooks also need to be trained to the specifics of your kitchen, that takes time from the experienced cooks, which now cook less meals at a day while the new cooks get up to their level
At this moment you have a restaurant with more cooks than before, but is producing less meals than before. Or even worse, they're producing more meals, but of bad quality, meals that are returned to the kitchen to be made again (working twice for the same result) more than often.
Result. Your restaurant has turned worse. You have more cooks but you are not producing more food, you're producing less (not to amount the masks that go to waste and have to be made again) . And people is valuing you even worse than before
Techs need training time, that time is detracted from actual techs (who are teaching instead of solving tickets = larger response times)
Or you could throw them to the jungle untrained = more returning tickets that must be dealt by the experienced Techs (on top of their workload)
Then there's procedures and due process. Some things take their time, number of Techs can't change that.
You can improve a support service by adding more workforce, but it's a SLOW process made in small steps. You can't just drop a truck full of techs and expect magic.
This would be like Steam hiring and training X number of support techs for every Y number of average active users.
Of course tech support will need to be trained. Saying it will take away from existing support response time may be true, but it has to be done. It is like saying 1,000 people need a doctor per a year but there is only enough to serve 300 people. You may have to temporarily go down to 250 people so that you can train doctors so that in a year you can handle 750 patients the following years.
So let's say since 2012 support has had high ticket load resulting in a two week average wait. So by 2013 you may have to bump it up to 3-4 weeks per a ticket for a month or so, so that in the following months you can reduce the average wait to 1 week.
That's a cop-out
Steam Support is completely different compared to a restaurant. If you have more chefs at a restaurant they will be able to cook the food faster, 1 chef can concentrate on the eggs while another focuses on the salmon. Instead of having 1 chef running around doing all the work you can have a person doing a specific thing. It's a similar situation with Steam, having more people work at Support means they would be able to go through tickets quicker, you could even have a few people who specialize in account issues, game issues, trades etc... Also training a cook takes alot longer than training someone to do support, and Valve do need more people working support, this is fact. Steam is growing every day, they have 100 million active accounts, Valve will not be able to stick with the small support team forever, they will eventually have to get more people working support, otherwise we'll be waiting months instead of weeks, and it might aswell be now and not later. You resolve an issue as quickly as possible, you don't wait for the problem to become worse and then solve it. And Valve could also outsource the training to someone else so the people working Support don't have to train them, alot of companies will do that.
As ☔ wuddih SpNv ✔ said, 300 employees from 2013, I dread to think what percentage of them work support. There are people who claim to have had their tickets open for months and still no reply from Steam Support.
EDIT* As HLCinSC said aswell
''Of course tech support will need to be trained. Saying it will take away from existing support response time may be true, but it has to be done. It is like saying 1,000 people need a doctor per a year but there is only enough to serve 300 people. You may have to temporarily go down to 250 people so that you can train doctors so that in a year you can handle 750 patients the following years.''
Steam do need more people, it's necessary. If Valve are serious about the SteamBox and the SteamOS then they're gonna need a larger support team.
Also anyone claiming "it's so they can maintain quality" likely hasn't tried to deal with the over 1 week wait before a copy/paste answer that barely solves anything (it seriously took 2 weeks and 2 replies to refund a duplicate copy of a game?).
They take money from people and companies to provide that service. You and everyone else are paying for them to provide a service so should have full expectations that they provide one. Anyway, the people making the games aren't doing the support, and with their "billion dollar sales" surely they can hire a few more? :p
And how many people do you think this would help and how much would it take AWAY from helping other people?
If im answering tickets, i can say "You have the wrong screen format selected, go to your game properties and enter h-720, click ok and start the game" and move onto the next person who is waiting.
If im doing live chat, i have to say "You have the wrong screen format selected, go to your game properties... ok on there you click h-720 and start the game. You're trying it now ok... oh you have to reboot? Oh ok, i can wait the 3 minutes... la la la... ok youre back, now log into steam...oh you put the wrong password in...yes...find the game...launch it... does it work...it does, ok great thanks!" - You have to WAIT for every response. You've dealt with one person instead of 4 or 5. If you have to wait for the user to verify their installation of a 30Gb game, that's going to take some time to do.
Two weeks without access to my Steam games = playing non-Steam games.
So if someone asks me for gift ideas right now it might be non-Steam games if I have to wait two weeks to fix my "connect, update, connect" then drop out problem.
It’s amazing that we can have new Steam Client Betas out like every 4 days, but weeks go by before Steam Support responds to an incident..
And technically, aren’t there US consumer protection laws about online purchases: I bet if everyone waited the set time then called their card company under the Fair Credit Billing Act, complaining about “purchased software didn’t function as specified on the advertising site after meeting the requirements as set by the company”, and also “could not reach support to work on a resolution”, maybe then Steam would finally do something about their support, the lack of that is...