skype support

[tlchosting]

Hi,

Has any one else giving online sales and support using skype?

If so how are they finding it and do the clients enjoy having that option?

[[AS]Richard]

No, I am not.
Only around 5% of my users even have Skype.

[tlchosting]

I noticed that a few big company's have skype now and been asking around to try and find out and a lot say that there client base using skype is growing every day.

They say that its better then using there house line don't see how though.

[LSComputers]

Hey,

Skype has is good features...

For smaller companies it can be very useful. It allows for communication of staff all on one area reducing the need for msn contacts etc. It allows for a phone support center to be setup with a call in phone number, and with the business purchase extensions to each skype user.

For larger companies, I do not see it as much of a replacement or better feature. I guess for some if your clients are heavily demanding it, its worth the small investment.

I have never really used it for business... Its always been an avenue for my big paying clients that requested I have it, of course I wouldn't turn down their request.

[fcolor]

Its an option and it may work if you can cover it. Not conventional but a lot of people cannot afford or do not want to use phone support so skype could work fine in such cases. At least it shows the company is willing to give as many options as the customer can use.

[tlchosting]

Hey,

Skype has is good features...

For smaller companies it can be very useful. It allows for communication of staff all on one area reducing the need for msn contacts etc. It allows for a phone support center to be setup with a call in phone number, and with the business purchase extensions to each skype user.

For larger companies, I do not see it as much of a replacement or better feature. I guess for some if your clients are heavily demanding it, its worth the small investment.

I have never really used it for business... Its always been an avenue for my big paying clients that requested I have it, of course I wouldn't turn down their request.

Yes I have only done it at the request of my clients. They like to be able to speak to a person they feel they can describe better what issues are ect. Where as with tickets, e-mail and live text support the clients some times con not give a good description of what errors or billing requests that they may have.


Its an option and it may work if you can cover it. Not conventional but a lot of people cannot afford or do not want to use phone support so skype could work fine in such cases. At least it shows the company is willing to give as many options as the customer can use.

I agree some are costly, but there is a free option you don't have to buy a number from skype, you can have it setup for skype name and by doing this its free for the customer to call from a pc and there are no charges for the host.

Also if your client is a webmaster I would expect them to be using skype or have no problem with using it. Also your notice alot of companys now offering skype free calls, if you install skype your see in the directory a business section and lot have registerd with skype name so its free I even orderd a take away from a company using skype for free.

So far 72% of my client base are enjoying the new support service of using skype they like the fact they can call me free and not be charged a penny no matter how long they are on the line for.

I even had a few ask for text support from skype due to skype haveing file transfers and they can send screen shots there and then of the issues ect.

Plus if you do want a number for skype its only £35 a year. Not bad i don't think. :classic2:

[~ServerPoint~]

That is approximately the same as phone support. Lots o human sources needed to be involved to have delays in serving requests as small as possible, unless you are planning to use that as IM

[tlchosting]

Not sure yet, i am going to see how it goes. After about 8 months i will see what my clients want.

[[JSH]John]

I find the Skype subscriptions to be a lot cheaper than using a landline.

[.Andy]

I like it (when I used it) its cheaper and you can control when you answer calls.

[tlchosting]

John;1052683']I find the Skype subscriptions to be a lot cheaper than using a landline.


I like it (when I used it) its cheaper and you can control when you answer calls.


That is the type of feed back i have been getting, and the feed back on the use of skype for text support seems to be a hit too.

[iBrightDev]

i would not recommend using something that users have to go install just to communicate with support. you can offer it as an option for support, but, not the only means. i would suggest kayako live. no installing for clients and handles more than live support, has ticketing system and much more.

[.Andy]

i would not recommend using something that users have to go install just to communicate with support. you can offer it as an option for support, but, not the only means. i would suggest kayako live. no installing for clients and handles more than live support, has ticketing system and much more.

I agree I used skype for phone support. Now we are using star develop livehelp 120$ flat rate and its a very nice livehelp program easy to use and great support.

[fcolor]

Well, I think using Skype only is not professional. What I mean is that its good to have it - as option, not as only support method. And not for phone support, but more as a IM option, for pre-sales or general support. As hosting company, you always need to have toll-free line (I think).

[GlennBeforeTime]

This would really be a matter of, if you drop everything to offer support via skype, then you might as well offer support via
* MSN Messenger
* MySpace IM
* Facebook IM
* YIM
* AOL
And while your at it, why not offer support on every other type of live help, and make an account on all the IRC channels you can find, just to be sure.

I believe that you only need to offer a few options without looking like you're going overboard.
* Live Chat Support
* Ticket Support
* Telephone Support

That's really all you need.

I mean, you can even offer FAX but how far do you really need to go.

[Jervin]

I don't know how you can use Skype for support when Skype itself doesnt have a support line.

[~ServerPoint~]

I don't know how you can use Skype for support when Skype itself doesnt have a support line.
Using that as channel for the communications.