VoIP Toolkit

Story: Skype on taking care of customers

• 
• 

Reducing the need for Customer Support

Believe it or not, we’re not trying to reduce the need for customer support because we secretly want to make life miserable for our customers :)

As Scott suggests, we’re aiming to make our users happier by doing two things – improving the customer support system itself, partly by dramatically increasing staffing. At the same time, we’re working to remove the root causes of the most common problems our users face. It’d be naïve of us to ignore one or the other of these, to be honest.

Of course, we could spend all our time ‘hiding’ as you put it, and ignore those who need help now. However, at the other extreme, to invest solely in support infrastructure at the expense of eliminating the causes of the problems themselves would be very a very short term approach. That’s why we’re tackling both.

• 
• 

• 
• 
• 

Full Talkback thread