Skype Approaches A Crossroads
Is Skype reaching a sort of crossroads with its internet phone service in terms of customer satisfaction ...
Quite a few people think so, it seems. So perhaps I should really say - customer dissatisfaction.
I've commented recently on the poor service with SkypeOut, which looks as though it's at the heart of the many and growing complaints about it as evidenced by the amazing volume of posts in the SkypeOut user forum.
But it's not only SkypeOut, the part of Skype's service that lets you call normal phones from your PC.
Some people are reporting issues with using the Skype-to-Skype free service. I'm hearing comments about it and seeing more posts - such as this one yesterday from my colleague Elizabeth Albrycht:
Skype fails the "mom test", meaning that it is too difficult for my mom to figure out. Hell, it is too difficult for a relatively technically adept person like me to figure out. I have spent at least an hour on the forums trying to find a solution to the voice issue (after about a minute, my voice stops transmitting. I can hear others, they can't hear me). Let me tell you, there are some IRATE people on those forums.
I can confirm Elizabeth's experience - in Skype calls we've had over the past few days, she's either suddenly dropped off the connection or I can't hear her after about a minute or less. Almost every time.
Skype, are you listening to comments like this?
New entrants like Teleo (in beta, and now not accepting any more beta testers) could make big inroads if they can promise - and deliver - the levels of customer service that Skype doesn't seem able to.
Don't get me wrong, I'm no Skype-basher. I've used Skype since July last year and regularly write positive commentary about it. In my experience, the service is generally outstanding. Shel and I do our bi-weekly podcasts wholly over Skype. I'm beta-testing their voice messaging service - it's excellent. And third-party developers like Connectotel are offering interesting and useful added-value services such as the ability to send text messages to mobile phones.
But all this will be for naught if customer perceptions that Skype just isn't paying attention to their needs and concerns continue unaddressed.
Great service is one thing. Great customer service is what gives you the true differentiator and sustainable loyalty.
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About the Author:
Neville Hobson is the author of the popular NevilleHobson.com blog which focuses on business communication and technology. Neville is currentlly an independent communication practitioner helping companies build dynamic relationships with customers, employees, shareholders and other key audiences and influencers. Visit Neville Hobson's blog: NevilleHobson.com.
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