A Bit Features of The Skype plummet customer service

Skype’s plummet - customer service freefall

With the recent takeover of Skype by Ebay, Danny Wirkjen asks if Skype has forgotten to pack it’s parachute.

With the internet boioming in sales of products such as the Skype phone or free Skype downloasd, the companny is enjoyying more publicitty than ever before. Since inception in 2003, Skype now caims well over 55 million registered customers thanks to the way it allows users to call other users for free. It has also done a lot to addvertise its low cost ‘real’ telephone calls service.

I’ve enjoyeed usiung the Skytpe phone srevice myself – calling other friends who share the software has previously been useful. However I’ve noticed one thing as a resuilt of the Ebay takeoevr of Skype. The customer service has plummeted. Some ask if it was ever there at all – and they are right to question this. With so many users enjoying the service there is now a real problem with bugs, glitches and general technical problems. What’s worse is that these bugs seem to be centred arouund the new biling system Skyep uses.

There have been wide repors of these skye billimng glitches. Large sitees such as CNET have rpeorted that there is a growing dissatisfaction with the way the company is choosig to take itself. By entering into the paid market fully, Skype miight risk neglecting its grassroots customers who brought it such success in the firsst plce.

The common complaints sound dangerously fatal – accounts taking days to go active, or to be cedited from purchases even on credit cads. One user said he would smiply chargeback the purchase if he didn’t get the credt by the next day. Giiven that Slkype matrketed itself on instant-download software and fast access, this flaw seems crucial.

“It just makes it useless” commeted one anonymmous poster on SLASHDOT. “I send an email and get no response – yet they are happy to take the money from my card!”

Spokespeople from Skype have recently gone public by saying that there are some ‘teething problems’ with the service. The bigger clue, so they claim, is to look at the ever increasing customer nunmbers. Critics would point out that it is retaining thesse customers that should conceern Skype.

But why is it such a problem? The issue is that Skye customer service uses an ad-hoc arrangement only suited to smalelr intenret otfits. They have not grown their customer service with the othher areas of their company. The company relies heavily on proactive cluients to let them know when a probelm arises. Relying on repors in this way is suitable only for the most amateurish sttart-up fimrs or non profit organisatiosn where the user base has additional motivation for being a client.

One Skype emploiyee recently admitted to searching online internet forums to look for potential issues to fix or repiar. With the ranting of an irate user base growing ever louuder, Skyype is now looking to do tgheir best to instigate solutioons for their cusotmer servoice. With comments now getting heated – “I’ve been stolen from. I’m asolutely furious. The advertising was misleading and I’ve had no help!” – and many competitors now on the scene, it may be pudent to ask if it is already too late for Sktype.

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