From the first moment that Steam was created, they have been constantly working on pleasing their customers by creating a better environment for them, and that can be also achieved with the improvement of Steam Support.
Steam receives daily a huge margin of tickets so they sometimes don't have time to answer within a reasonable time range. Steam is answering around 8.000 questions on a daily basis and leave a small portion of merely 8% unanswered, but even that is going to change soon. With their new plan that consists of reducing ticket wait times and giving their workers at Steam Support additional training, the quality of interaction that users have with the support team is sure going to be more successful. This shows how committed Valve is when it comes to the overall quality of their gaming platform!