Skype: A Love Hate Relationship
I have a very passionate relationship with my steady eddie: Skype. I am an absolute fanatic, use it as my primary business phone, have access to it on my Blackberry with iSkoot, record our podcasts via Skype and it's recording counterpart, Pamela, and evangelize (and sometimes shame) people into using it for chats and calls. And while it is outstanding when everything is working correctly, when something goes wrong, it is a nightmare to figure out how to fix it.
I suppose I should back up and say that Skype is a free service that allows users to chat (IM and Video), as well as make phone calls to other Skype users over the internet. The conversations can have 24 participants, or some crazy high number like that. Skype also has premium services, which are really affordable. I have two premiums, one is an unlimited number of calls from Skype to cell and landlines, the other is an assigned phone number that lets outside cells and landlines call my computer.
Though I do have occasional problems with call quality (reverb, cutting out), those generally straighten out in a few days. The larger problem is when something happens that directly impacts my business. Right now, everytime someone tries to call my Skype number, they are immediately sent to voice mail (did I mention I have voice mail, too?). Today, I discovered that I couldn't add an incoming call to a chat I had already started...something that I had been able to do prior to now.
The help pages on Skypes site are of almost of no use...talk about user unfriendly, they simply don't search well. So, I know when there is a problem, I am on my own or I have to be prepared to wait 3-4 days for a return email from customer service. When your customers can't reach you, 3-4 days is a lifetime.
I know that Skype is continuing to work on upgrading its services...and now that Oprah is using Skype on her show regularly, I suspect they are having their own Twitter-fail whale-esque overload. And, yeah, I will stick with them, like I have with my past love, Twitter. But it doesn't do me any good to have all of these great options, then not be able to access them.
Skype, if you are listening, you have one foot in the dog house. Better come home tonight with flowers and chocolates...and champagne!
