Our goal is and always has been to support our customers and make sure you have a positive StreamYard experience.
A few months ago, we introduced a new Support process to manage your requests. We’d like to share some insights on what changed, what stayed the same, and how we believe that these updates can benefit the community in the long term.
⭐ A quick summary of the main points—we go into many more details below!
- The former live chat feature has been replaced with a standardized contact form.
- Customers still receive an quick first level of support, with the option to request additional assistance as needed.
- This process helps us better prioritize customer requests and dedicate our resources more efficiently towards improving the product.
Limitations of Live Chat
In the past, the team leveraged Live Chat to provide immediate support on a wide variety of topics. However, Live Chat fell short of our high standards for a robust and sustainable support system for two important reasons:
- The system was highly abused by spammers and trivial matters that created huge queues for the team.
- The Live Chat tool didn’t allow for any prioritization, meaning that customers with pressing concerns could not be given any priority based on the urgency or severity of their requests.
Replacing Live Chat with the Contact Form
Due to the limitations of Live Chat, we restructured our support process and replaced the Live Chat with a standardized contact form. Here’s how the new process compares:
- ✅ You still get quick & personalized support. In redesigning the support process, we made sure to maintain the core benefit of Live Chat, which was to quickly provide you with the helpful information you need to resolve many of the most common issues and requests right away.
- ✅ You still have access to higher levels of support. In case the initial information isn’t sufficient, your request will be escalated to our team for specialized assistance. This is also the same level of service we previously offered with Live Chat.
- 🆕 The team can prioritize urgent issues better. Unlike with Live Chat, by managing inbound requests through the form, we’re able to immediately sort for the most pressing topics and give them priority.
- 🆕 The team can dedicate more time and resources towards improving StreamYard. While we would be happy for the chance to interact with each customer directly (as we did in Live Chat), the truth is that the more time we can spend on solving issues, the better it is for everyone. By using the form and an automated first response, the team can focus the majority of their time on making StreamYard more reliable and delightful to use.
How to get support
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Submit a request. Whenever you need assistance, you can submit a request based on the category which best matches your need (this can be anything from a billing question to a bug report).
Helpful hint: There’s a lot of self-serve information available in the Help Center that can get you to an immediate resolution—make sure to check out our articles before you submit a request! - Get quick first-level support. Upon submitting the request, you’ll receive a reply including includes helpful information, such as troubleshooting steps and online resources.
- Request additional support. If, after the first email, you still have questions or require additional support, simply reply to the first support email. This will escalate your request to a member of our team who will investigate the matter in more detail.
- Check the system status. In addition to personal support, we’ve launched the System Status page that will reflect any major incidents.
Always striving for excellence
We truly believe that this process is the best way to improve your StreamYard experience, and the product as a whole. With that said, we’re always looking to improve:
- The Support team is continuously updating the most effective troubleshooting steps for issues and instructions for other request types, as well as publishing Help Center articles on most popular topics.
- The Support team will also keep updating the contact form and request submission process to make sure we can provide accurate support as early in the process as possible.
- The Product and Engineering team is highly focused on making StreamYard more reliable and intuitive on multiple fronts, with the intention of reducing your need for support in the first place!
We look forward to supporting you on all your needs!
The StreamYard Support team 💙
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