The company will integrate it better with the software

Mar 16, 2015 00:07 GMT  ·  By

The team at Valve in charge of the Steam digital distribution service says that at the moment it is not satisfied with the quality offered by its customer service team and that it aims to improve its performances in the coming months to make sure that no users are disappointed with the way they are treated.

Erik Johnson is quoted by Kotaku as stating that "We hear those complaints, and that's gonna be a big focus for us throughout the year. We have a lot of work to do there. We have to do better."

The Valve executive was responding to a low grade offered by the Better Business Bureau, but the company says that it has also received a lot of feedback via e-mail, Twitter and Reddit that it needs to take into account.

According to Johnson, Valve is aiming to build customer support directly into Steam because that would improve the efficiency of the service.

Apparently, the company is now focusing on the technical side of the issue and is aiming to make it easier for gamers to bring a problem to the attention of those who can actually solve it, while also making it easier to get refunds.

It's unclear when the new Steam support system will be going live for all its users.

Valve is getting ready to roll out new hardware

A solid new customer support service is necessary because the company is getting ready to introduce a host of new products in 2015.

In the fall of this year, the long-awaited Steam machines are supposed to arrive in stores, created by a number of partner companies and Valve will have to deal with the fact that many gamers will reach out to the company rather than the manufacturer when one does not perform as advertised.

Customer support will also be important to make sure that the new controller and the Link are successful.

Valve is also working with HTC on the new Vive virtual reality headset, which is supposed to be introduced before the end of this year, ahead of any of its competitors.

Because VR is an entirely new tech, plenty of problems will need to be dealt with and the company will have to expand its network to make sure that it quickly solves any issues.