Customer Service
I have been trying a Skype collaboration plugin (Which they call an Extra) called Yugma. Of course despite having a good impression of the Skype brand before downloading some potentially time wasting tool I read the user comments.
So the comments were more promising than a competitors where most people were discussing problems trying to uninstall that product, but what really interested me was how high the expectations were in people’s comments of interaction from Skype and the Vendor of the Extra. People expected to be listened to and interacted with. They didn’t expect a faceless corporate stony silence.
They expected the kind of meaningful response that one would want from an account rep in an offline environment. In this case they received it from Yugma in the form of Liz who begins and ends her post with her name. Something which I noticed I reacted positively to.
The need to be aware of and rapidly responsive to customers in all communication channels is so important in today’s customer service. It is so much easier and more cost effective to achieve with web sites and modern communication but sadly so many companies drop the ball and allow the geographic separation to cause them to disregard customers in a way which they never would in person. For customers to love the product and recommend it these communications are so important.
I installed Yugma, the product with better user comments and responsive human customer service. Of course it doesn’t seem to function with the latest version of Skype. It’s difficult to apportion blame but given the comments to this effect and the lack of response from Skype it rather appears that Skype don’t have their act together in managing the versioning of Extra’s from this and other Vendors. Yugma +1, Skype -1. Of course if the app execution worked one could really award some points!
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