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Customer Experience

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Customer Experience

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  1. There needs to be a Live Chat support feature or more conversation with a human person. I've literally have had my account hacked and can prove it if only to run around with an automated response 2 days later of no conversation and finally not even a notification of a "resolved" on my case. Literally no communication on Twitch's side to look at things. I just need to understand why things are with some explanation that is not mechanic.

    95 votes

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    15 comments  ·  Help Portal  ·  Flag idea as inappropriate…  ·  Admin →

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  2. With the current Twitch Contact Us form users are immediately redirected off the form when an assumed applicable category is selected instead of providing a link to it.
    This disrupts the user's attempt to file an inquiry while selecting a category that may/may not fit what they're seeking help on since current categories are unclear.

    Remove the auto redirecting of the contact form so users can use the form as they intended, to file an inquiry.

    56 votes

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    5 comments  ·  Help Portal  ·  Flag idea as inappropriate…  ·  Admin →

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  3. I would like to see the addition of a support dashboard
    where we as users & streamers can see our account health
    like the number of bans, or DMCA strikes our account has ? or how long they are for? This is the kind of transparency a lot of people are looking for especially with DMCA

    As well as incorporating a list of our support requests/ messages/conversations / logs

    If I have a question with my account, as a user, I would like to be able to see the status of my support, like pending, active, closed.

    46 votes

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    4 comments  ·  Help Portal  ·  Flag idea as inappropriate…  ·  Admin →

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  4. I just had posted some feedback, but I have feedback on posting feedback.

    It was an extreme pain to even find this page or section of Twitch, yet it looks so well developed. Please make this more clear / accessible to the public.

    43 votes

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    3 comments  ·  UserVoice  ·  Flag idea as inappropriate…  ·  Admin →

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  5. The Help Portal Contact Us page does not allow Twitch users to report actual software issues with the website.

    For example, I have encountered a bug on the main website Twitch.tv homepage. There are no options in the Help Portal that allow me to submit this bug report. The relevant options either lead me away to separate web pages when I try to fill in the form and select categories, or the sub-categories simply DO NOT EXIST.

    This is baffling. How am I supposed to submit a bug report?

    38 votes

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  6. If you look at 99% of company support Twitter pages, all of them have their DM's open as a way to allow issues to be aired/resolved. Twitch falls under the 1% that doesn't have DM's open. I think (and pardon my french) this is an asinine decision that should be rectified ASAP. A lot of users are being banned out of the blue and twitch is radio silent, these people do this for a living and should have a way to ask what's going on - opening Twitter DM's for the support page would be an incredible and humongous step…

    34 votes

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    2 comments  ·  Twitch Support Twitter  ·  Flag idea as inappropriate…  ·  Admin →

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    Opening DMs is something we hope to do in the future, but at this time, it’s not currently possible.

    Please understand, however, that support is not involved with suspensions or safety decisions, so we would not be able to assist with any of those issues.

    Users who are suspended are able to file an appeal to learn more about their suspension and request review. Instructions on how to do so are included in the suspension email.

  7. Twitch needs live customer support. Either a phone center or live chat. Twitch is way to big a company not to have this. The automated system is ancient and poorly made.

    25 votes

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    1 comment  ·  Help Portal  ·  Flag idea as inappropriate…  ·  Admin →

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  8. Some actual customer support rather than the auto emails. Try having people who are actually willing to go the extra mile to help instead of repeating the same information over and over again without actually putting in the effort to address the problem. I have been trying to verify my account for months and each time I reach out to customer support they send me an auto email telling me the steps to change my email to a fake one and back to my actual one. After explaining each time that the process doesn't work for me they reply back…

    21 votes

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  9. I think it would be a good idea to create a discord server for the Twitch community, here Twitch staffs can give news about the updates and events. People can make questions, suggestions and look for help, not only to staffs but also to the rest of the users both viewers and streamers. The main idea is to create a common place for everyone and undo that feeling that someone great, known or famous, is far from our reach.

    14 votes

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  10. Some bugs can't be reported if you don't have the right category for it. For example the Twitch support website itself is buggy and you have no ideal way of reporting it. If the page itself is buggy and you can't reach some categories then it's pointless and needs an improvement. If we could have a category Other-Other for all other types of queries, it would be really nice.

    13 votes

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  11. Real example: I submitted a support ticket in April 2021 asking for guidance on if it was okay to stream from a location. 4 months and 2 follow up emails later, no response from Twitch. I had to create a second support ticket referencing the first ticket number in the subject line. 2 separate follow ups on that second ticket, and finally I get a response from a human Twitch employee. The problem that caused the first ticket to go unanswered: "It seems the original ticket was submitted under the wrong category, this may be why you did not receive…

    12 votes

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  12. It's great we have the opportunity to make suggestions and vote here. But we have no clue what you're looking at next. To get a better pulse on the community, present the next possible change and allow us to vote on our dashboards where we will see it. Nobody wants to crawl the entirety of this forum.

    12 votes

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  13. I shouldn't have to submit the very same ticket beyond 50 times over the course of nine months because your staff seemingly cannot ever answer it with even slightly relevant information.

    Why are you advising me to ask a Twitch Broadcaster to assist me with an account related issue? By pure dumb luck I'm just supposed to find a Twitch streamer, who also happens to work for your customer support?

    Why are you insisting that I make purchases from your website? What would that have to do in any way with my account related issue?

    Why are you genuinely copy…

    9 votes

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  14. We need faster conection between Twitch support service and users

    Everyone knows its hard to start in twitch but its harder if twitch technical support dont ask questions and u have most of the time automated responses, i think u can put more effort on support service to have a better experience for content creators, its totally neccesary to have a good and fast communication not only with viewers even with us, the ones who create the content for the platform.

    Srry for my bad english im not native.

    7 votes

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  15. 7 votes

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  16. It would be good if the ticket case number is specified when sending an email requesting to complete a survey to find out the user's satisfaction. In a situation in which a user sends several tickets, when receiving this email there is no specific knowledge about which ticket it refers to. Adding the case number to this email and/or its subject would be very useful. (This kind of mail https://i.imgur.com/SnxL9BS.png )

    5 votes

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  17. i had to google how to post user feedback so yeah thats not good makes you look like you cant handle it. your new ui sucks cause I'm not an image guy so i cant find the people Ive superscribed to unless i type in their name in the search bar.... not good for dyslectic people who cant type word you jerks....

    5 votes

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  18. I want real HELP! There's a huge bug in affiliate settings. I can't save my address because it says the address in step 3 is different from the address in step 1. But it is not! I tried everything, i copied the address from step 3 and pasted it in step 1 but it still doesn't work. And i can't ask for help because there's no help section!!!

    5 votes

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  19. Have a way for users to submit complaints and have actual response timescales. Currently customer support appears to have no standards and “we can’t provide any insight so I’m closing your ticket” to a reported bug seems to qualify as an appropriate response nowadays.
    Fix your bugged twitch drops system as stuck progress bars seems to be an ongoing issue for years over many different campaigns.

    4 votes

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  20. I'm a viewer who was enjoying the broadcast on Twitch.
    I remember what Twitch said when adding Hottub streaming to the category.
    You mentioned,
    "being found to be SEX_Y by others is not another rules, and Twitch will not take action again, or any one on our service, for given attention."

    But I don't think this standard applies equally to all streamers.
    it's generous to 'Big' western streamers and is applied harshly to relatively small channels.
    In particular, many female streamers who use dance as their main content are suffering damage, such as being intimidated by these ambiguous…

    4 votes

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