Valve have introduced enhancements to Steam’s assist companies and, within the identify of transparency, have launched a brand new stats web page. There you may view such information because the variety of submitted assist requests towards the backlog awaiting a response, the sorts of assist request submitted, and so forth.
Remember, they’re there that will help you play the best games on PC with out disruption.
Valve software program engineer John McCaskey discusses the numerous modifications made to Steam Support, which has been a giant focus for Valve of late.
“We overhauled our support site, we’ve built better integrated tools, we no longer require a separate account to contact support, and we’ve increased our support staffing. We’ve also fixed as many bugs as possible and have provided new self-service options where they make sense,” says McCaskey.
The newest enchancment is in the direction of transparency, through a brand new stats web page that may present customers the quantity and number of assist requests submitted, alongside Valve’s response instances. “We believe that increasing transparency will both help users understand how we are doing and will help make sure we keep improving over time.”
The stats web page is dwell and accessible so that you can view here.
As McCaskey says, it reveals a graph of submitted assist requests (in blue) alongside a graph of the backlog of requests awaiting a response (in crimson). He factors out that the crimson line has gone down since February, from over 50,000 requests within the backlog to round eight,000. “We’ve worked hard to expand our staffing and to improve our support services to get to this point,” he says.
Some requests are additionally damaged down by class, alongside their typical wait time. Again, McCaskey highlights that the majority of these 75,000 every day requests are resolved inside just a few hours, significantly people who pertain to Steam’s refund coverage – the most important class of request.
The second-largest class are account safety and restoration requests, which vary from “users who have simply forgotten their password all the way through users who have been phished or hijacked”. These are extra sophisticated to resolve, however McCaskey continues to be happy to say wait instances are right down to below 24 hours for 98% of requests.
So Steam assist is bettering, principally. You can let Valve know the way they’re doing on the discussions web page here.
Here’s the announcement, should you’d prefer to learn it in full.
Source
