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← Customer Experience

How can we improve the customer experience on Twitch?

Customer Experience: Email Support

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Better contact support options instead of sending the same unhelpful email over and over again

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 with the same list of steps instead of actually trying to help further and look into it more. What kind of customer support is that???
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Maylah shared this idea  ·   ·  Report…  ·  Admin →
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  • SirHashim commented  ·   ·  Report

    True! Twitch support really sucks. Having trouble with affiliate onboarding for weeks now. Opting for kick/youtube/tiktok instead.
  • Sigisixx commented  ·   ·  Report

    Omg, i came accross this thread and im so glad im not the only one. I am reporting since 3 days a twitch channel, which was created just to scam steam users and steal their login credentials. The proof is RIGHT on the "about" page of that twitch channel. I sent emails with screenshots and the conversation of the scammer, yet i always get the same automated answer from twitch and when i report the twitch user directly, i get a few minutes later an email with "No wrongdoing found".

  • angryth3streamer commented  ·   ·  Report

    This is a problem, even today. They need to have less AI and more humans. I'm glad that someone shares this same sentiment! I mean, I hope that there's SOME humans!

  • Genshi_Zero commented  ·   ·  Report

    They don't even read what you're saying.
    It's 100% the worst support I've ever had the displeasure of interacting with.
    And one would assume that for working in the support line, having communication skills would be required, same as any other job, having skills pertaining to that particular function are usually required, but not here, not on Twitch.
  • OwlyPop commented  ·   ·  Report

    I loathe contacting support. There's a well known loop where weeks go by without reply, then you bump the ticket, then you receive an auto-reply based on the key terms in the issue, so you say "no, you're not helping, read ticket please," and then eventually a human tiredly joins the thread to ask you to describe the issue yet again. Then they disappear and we repeat process. This would be a funny parody if it weren't the real thing.
  • Clarynaa commented  ·   ·  Report

    Similarly, I just had a chat experience that made it clear the customer service reps are NOT allowed to think for themselves and problem solve but have to give you preset responses. This just leads to frustrated customers, might as well have a bot doing the chat.