Hey, i was wondeirng if anyone else uses Skype for support?

I was thinking about getting a Skypein number, would this be a better move? and would this get me more customers?

thesimpsonsjohn,

There are a few hosts that offer it: I've never personally used it for support myself.

Certainly not at a bad idea though, cheap method of voice contact!
Skypein would be outgoing, correct? So you would have to contact them.

It's really up to you! :) Certainly doesn't hurt to have more methods of contact available for the client to use but be VERY wary of dispersing your support too much.

It's easy enough to answer tickets as they fly in - but taking three skype calls at a time and still attempting to resolve issues might be a bit of a task!

No skype in is a number, like a 0129746463 number and people can call you through a landline to mobile and be put through to your computer.

if they had skypein for canada, i'd use it :)

Skype in is for every where, but you would have to have an american number, but it would do the same job

I have spent months reading into it and i cant find no catches

Skype support should be treated the same as phone support! You need someone to man it all the time. You also need to be able to respond to things quickly and proffesionally. You'll also need to speak clearly, get a reasonable microphone, etc.

I have a good mic very good, I'm on the internet almost all the time, my friend may be able to help the rest of the time.

Plus i'm using it for beta really, i dont know if it will work, if not i will not use it. But i offer better support than a hosting site with over 500 customers, he only has ticket and e-mail (which pipes to ticket)

I have now opened the phone support for the UK, you may call from out side the UK but rates apply. I will be opening a USA number if this goes well.

Just wondering though, which is the best USA area to be a number for? and what is the area code for it?

Sipgate.co.uk is a very good. one.

anyone know any other ones with a free switchboard.

Hello,

We use Skype for support. Other than it being a little hectic. Things work out well.

Aaron and Shara

Remember though that you can use Skype not just for a call in number, but for free PC to PC communication.

With more people using Skype - its a good idea for you to allow them to contact you using the PC to PC communication aspect, as there is no cost to the caller and no cost to you.

mind you... by quality of support, it does not mean the methods you use. It does really mean about how you do it.

Does skype provide a VoIP solution? or is it primarily pc-based?

Yes i belive it does :-)

Seeing this has reminded me of an old thread about Asterisk and Skype

http://www.webhostingtalk.com/showthread.php?s=&threadid=377474&highlight=skype

IMO this would be an excellent solution, we ended up going along a different route in the end but I'm seriously considering exploring it further now the linux API has been released -- although how useful it is I dont know yet as I haven't looked at it properly.

You can get a lot of accessories for Skype now too, which makes it as easy as using a normal phone.

www.skypehandsets.com - I particularly like the dual use cordless phone that is switchable between Skype and normal landline.

You could get a SkypeIn number then an 0845 mapped to it to provide Local Rate calls in UK. For a US based host, you could probably use this as a way of providing a Local Rate support number in UK through to you via VoIP.

We've been using the Voice feature of Yahoo Messenger for so long now, hard to find time to seriously look at something else. A few Clients have mentioned about using Skype and, although I have taken the time to download it I have not yet installed.

Wasn't aware of all the other features it seems to offer so guess it's time to make time and evaluate this program. :)

Also, anyone had the opportunity to compare the Voice quality/features of Skype against Yahoo?

Originally posted by jxhosting
Sipgate.co.uk is a very good. one.

I've been using Sipgate, been able to get a normal UK area code number and I'm also thinking of buying one of them VoIP phones that plug direct into your modem/router so it will be like having a proper phone.

Well We used to use Skype a month ago.
I even posted a thread about skype & hosting.

Well We found it to be very annoying. All the time there were alot of people just who want to chat & learn English, etc.

We never spreaded our Skype ID in the public database, but still we were contacted by annoying people:)

Currently we no more offer skype support, buts Its a good thing to call your clients & the toll free #s ;)

Originally posted by aeserver
Well We used to use Skype a month ago.
I even posted a thread about skype & hosting.

Well We found it to be very annoying. All the time there were alot of people just who want to chat & learn English, etc.

We never spreaded our Skype ID in the public database, but still we were contacted by annoying people:)

Currently we no more offer skype support, buts Its a good thing to call your clients & the toll free #s ;)

Its ok for me as we don't get many support requests anyway. Plus customers comfort from knowing if something does go wrong, we are only a phone call away.

Originally posted by LEEnoble
Its ok for me as we don't get many support requests anyway. Plus customers comfort from knowing if something does go wrong, we are only a phone call away.

What happens when you DO get alot of customers, because you offer Skype and they are used to just picking up the phone and calling you for support? Are you going to be able to hire enough staff to cover your current Skype offered hours? Taking away features because you've grown to the point of not being able to do it all yourself anymore is a recipe for unhappy customers.

--Tina

Originally posted by AH-Tina
What happens when you DO get alot of customers, because you offer Skype and they are used to just picking up the phone and calling you for support? Are you going to be able to hire enough staff to cover your current Skype offered hours? Taking away features because you've grown to the point of not being able to do it all yourself anymore is a recipe for unhappy customers.

--Tina

I'm not using Skype, I'm using Sipgate VoIP which acts just like having a normal land-line phone.

Originally posted by LEEnoble
I'm not using Skype, I'm using Sipgate VoIP which acts just like having a normal land-line phone.

You missed my point completely. ;)

--Tina

I don't think I did, I clearly state how long support requests are answered on the website. Phone is just something extra, if I'm unable to take the call it will go to voicemail with a message saying to either email, leave a message or call back later.

The point of phone support is so that the customer can actually get phone support. If the point of your phone support is for them to leave a message, I can see this getting very frustrating for the customer. If you are taking some calls, because you're small now...what happens when you get more and more customers? Does the voice mail come into play more and more?

You see where I'm going with this?

--Tina

Email is our main support line. The phone number is just our office.