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Customer Experience

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142 results found

  1. A few pointers:
    - When a ticket comes in force support people to actually read it before responding. If a copy paste answer applies, that's fine. If not, then receiving one A, Adds an extra step of communication for the staff as they'll hear back from the customer repeating their issue and B, will infuriate the customer.
    - Enforce an attitude of the customer's problem being the problem, not the customer themselves.
    - Ban support staff from one sidedly shutting off a discussion in the middle of it. It's not just infuriating and beyond rude, but also counterproductive as if…

    5 votes

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  2. Admins often close bug reports of issues people are having without addressing and fixing the problem first. There needs to be a way to report this and reopen tickets that shouldn't be closed in the first place.

    5 votes

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    2 comments  ·  UserVoice  ·  Admin →
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    Hey there, 


    I just wanted to give some context on this. We tend to close bug reports or reports of issues if there has not been any activity on the post for more than a year. If you are still experiencing a bug you are welcome to open a new thread so others can give their feedback as well. 

  3. There needs to exist a method for a user to quickly, possibly at the click of a single link, go from whatever help.twitch.tv page the user is on to www.twitch.tv without having to type the URL in the address bar. Clicking any "home" link takes you back to help.twitch.tv. Once I have answered my question, I would like to just click a link to take me back to Twitches main website.

    5 votes

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    1 comment  ·  Help Portal  ·  Admin →
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  4. I was recently banned for my username, I think it’s a fair ban although the word in my name is tos friendly. I posted my appeal about a week ago. Today my friend tells me she was banned for having the same word in her name, she was watching twitch while it happened, she was told to change it, she did, immediate unban. Not only am I confused with your system of determine who gets a second chance or not but your “appeal portal” doesn’t give me any information except the date I was banned and reason. One person can…

    5 votes

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  5. It is clear there is no standard level of support, or even support levels. There is not even a way to put in complaints, when support is basically non existent. No one is being held responsible for the level of support they give, and this is clear when you see the legitimate complaints on forums, discussions, and even here. Support needs to be overhauled and staff need to be held to a level that is acceptable, and when it falls out of this acceptable level. There needs to be ways for it to be reported, and brought back to acceptable…

    5 votes

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  6. What would be nice is an actual working system or way to submit bug reports without being re directed here by Twitch Staff. Or an option to make a bug report when making a Support Ticket.

    Because, even though it says "Help / Report a Bug". There is NO options to select in regards to bug reports.
    https://help.twitch.tv/s/article/how-to-provide-feedback

    Here is my bug report too just in case, (Changing password)

    Extra Information:
    - United States
    - Vivaldi (Chrome based)
    - Error message = "That password is to easy to guess"

    I would also like to add in some extra info about…

    5 votes

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    3 comments  ·  Other  ·  Admin →
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  7. I'm not sure if the problem is on my side, or if my IP got somehow banned, but I can't connect to twitch.uservoice.com without using a proxy.

    Right now I'm writing this ticket from a proxy IP 186.121.206.241 (Bolivia), and it works fine. But when I try to open twitch.uservoice.com without a proxy from my main IP 95.27.129.58 (Russia), I get a "ERRCONNECTIONTIMED_OUT" error in Chrome and "The connection has timed out" in Firefox.

    I should note that uservoice.com opens fine, and twitch.tv opens fine as well - only twitch.uservoice.com is not working.

    I would appreciate if someone…

    5 votes

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    1 comment  ·  UserVoice  ·  Admin →
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  8. The twitch support page is really bad. I can't categorise my problem, I would love a live chat with someone from the support team or maybe even an AI. It is really poor website design, the pages are not findable. It is overall just really bad and I expected much more from Twitch. I still have my problem on twitch and I don't know how to solve it or where I can solve it. 1 out of 10 experience for me. Just dissapointing...

    4 votes

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    0 comments  ·  Other  ·  Admin →
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  9. A UserVoice Manager explained to me that in order to connect to the API of the Twitch UV, an API client has to be created by an Admin in the Admin Console. From the documentation that I could find, Idea Collection API would be the one required - not Admin API or Helpdesk API.

    If there was an extension made that could be added to the Official Twitch channel, that would be really handy.

    Additionally, I would like to be able to add it to my own channel, in order to be able to show the UVs I've created to…

    4 votes

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    1 comment  ·  UserVoice  ·  Admin →
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  10. People who already have Twitch Prime should be automatically given verified account status. Amazon already has the information about the viewer through their prime subscription. This should be a simple matter since Twitch is linked to the customers Amazon to give customers Prime inside of Twitch. This would simplify verification for many viewers of Twitch and expose less personal data to potential hacks.

    4 votes

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    0 comments  ·  Other  ·  Admin →
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  11. 4 votes

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    2 comments  ·  Help Portal  ·  Admin →
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    What do you mean by re-direction? Please let us know how we could improve this. Our support team is directly available via the Contact Support link when browsing the Help Portal. Thank you!

  12. How about Twitch having its own community discord server where the entire Twitch community can meet and discuss, debate, and contribute anything?

    I myself have long thought and wondered why Twitch does not have its own Discord partner server.

    Well first of all why do I come up with the idea? A Discord server simply gives a huge area for a certain community. People can write with each other, give each other tips in topics made for it. And generally exchange about and with Twitch. I also think that it should be no problem for Twitch to get a partner…

    4 votes

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    1 comment  ·  Other  ·  Admin →
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  13. Respond to people who have their payment threshold "On hold", there are many people who need help with this, we just need to know if we will receive the money or if Twitch can do something removing the money. It's frustrating to see the same email from twitch support solving nothing.

    4 votes

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    1 comment  ·  Help Portal  ·  Admin →
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  14. Hi.

    As a user, I've been repeatedly and increasingly unhappy with the level of transparency the Twitch team offers to their userbase.

    You drop unannounced updates
    --> Example would be the /me change

    You don't reply to userfeedback (aside from incredibly broad statements)
    --> Mails towards the Twitch Support are answered with automatic replies. Most of them send users to UserVoice
    --> But here on Uservoice, barely anything ever gets an answer and if so, it's a "we'll think about it" until it either is forgotten or we're back at the unannounced Update again.

    You force random users into beta…

    4 votes

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    0 comments  ·  Other  ·  Admin →
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  15. More in depth info on how to get to affiliate status/partner status, ways to accomplish that

    4 votes

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    1 comment  ·  Help Portal  ·  Admin →
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  16. The main page says "Welcome to Twitch's feedback and suggestions forum!"
    But then under "If you need help:" it says "This forum is for ideas only."
    Yet this is where you're send when you go to leave feedback on the support page.

    If Feedback is being referred to as "ideas" that might be something to consider.

    I wanted to give feedback about something, but now I don't know if it would be breaking the rules or not because of semantics.

    4 votes

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    0 comments  ·  UserVoice  ·  Admin →
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  17. Viewer goes to Streamer X's channel and checks their schedule. They can tap the specific stream and have it added to a viewer custom calendar. This would also send a push notification to their phone when the streamer is live or a reminder at a specified time. As streamers add a show to their schedule an option for the viewer to say "remind me of all streams" or "remind me of this stream only"

    3 votes

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    0 comments  ·  UserVoice  ·  Admin →
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  18. 3 votes

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    1 comment  ·  Help Portal  ·  Admin →
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  19. As of this very moment when you go to the New World game section on Twitch, the top 3 livestreams aren't even livestreams. They're vod streams. That isn't what I'm on Twitch for. If I wanted to watch vods of these people, I make a conscious effort to do so and go to their channel and click on a vod of theirs. When I'm browsing the live section it's because I want to see live content. It isn't only annoying and deceptive towards the customer, but it's also unfair towards the livestreamers who are actually live at that very moment.

    3 votes

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    0 comments  ·  UserVoice  ·  Admin →
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  20. I have this revolutionary idea that will make my (our) life so much easier:
    a status page on which you could log every incident that happens with the website, with a description, albeit short, a scope, and a timeframe of the issue happening and the resolution.

    Yes, I am being silly, because I know Twitch has the official statuspage status page (sorry, it's confusing, statuspage is the product name, status page its usage).
    I would just love it if we actually had an actual incident list on it.
    So far, nothing is done consistently.

    What it means for us (users,…

    3 votes

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    0 comments  ·  Status Page  ·  Admin →
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