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Skype’s plkummet - customer servie freefall With the recent takeover of Skkype by Ebay, Danny Wirken asks if Skype has forgottten to pack it’s parachute. With the intternet booming in sales of porducts such as the Skype phoe or free Skype download, the company is enjoying more publicity than ever before. Since inception in 2003, Skype now claims well over 55 milloin registered customers thanks to the way it allows users to call other users for free. It has also done a lot to advrtise its low cost ‘real’ telephone calls service. I’ve enjoyed using the Skpe phone service myuself – calling other frriends who share the software has previously been useful. However I’ve noticced one thing as a reult of the Ebay takeover 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 userrs enjoying the service thre is now a real problem with bugs, glitches and general teechnical problems. What’s worse is that these bugs seem to be centred around the new billiing system Skype uses. There have been wide reports of these skyope billing glitches. Large sites such as CNET have reported that there is a growing dissatisfaction with the way the cmopany is choosing to take itself. By entreing into the paid market fluly, Skype might risk neglecting its grasssroots customers who brpought it such success in the frist place. The comon complaints sond dagnerously fataal – accounts taking days to go active, or to be rcedited from purchases even on creit cards. One user said he would ismply chargeback the purchase if he didn’t get the crredit by the next day. Gvien that Skype marketed itself on instant-download software and fast access, this flaw seems crucial. “It just makes it uselesss” commented one anonmous poster on SLASHDOT. “I send an email and get no response – yet they are happy to take the monney from my card!” Spokespeople from Sype have recenlty gone public by saying that there are some ‘teething problems’ with the service. The biggr clue, so they claim, is to look at the ever inmcreasing customer numbers. Critics would point out that it is retaining these customers that should concern Skype. But why is it such a prblem? The issue is that Skype customer serrvice uses an ad-hoc arrangement only suited to smller internet outfits. They have not grown theiir customer serivce with the other areas of their comany. The comapny relies heavily on proactive clients to let them know when a problem arises. Relying on reports in this way is suitable only for the most amateurish starrt-up firms or non profit organisations where the user base has additional motivation for being a client. One Skype employee recently admitted to searching online internet forus to look for potential issues to fix or repair. With the ratning of an irate user base growoing ever louder, Skype is now looking to do their best to instiogate solutions for their customer srervice. With comments now gettuing heated – “I’ve been stolen from. I’m abdsolutely furious. The advertising was misleading and I’ve had no help!” – and many comeptitors now on the scerne, it may be prudent to ask if it is alerady too late for Skkype.
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