Although, I must admit, I wasn't too hopeful that I'd be able to speak to somebody on a Saturday morning. Keen to resolve the issue as quickly as possible, I went straight online and Googled the number for Skype customer services. Either Skype was cocking up, or someone had hacked my account and was stealing my money – which was made possible by the fact that I had selected auto-recharge in my settings. When I logged in, I could see that my balance said £0.00, which I was half expecting as I didn't think I had much credit on there anyway.īut to double check I logged onto my online banking and to my surprise all of the orders for credit had been subtracted from my bank account. It all started on a Saturday morning a couple of weeks ago when I woke up to half a dozen emails from Skype telling me that they had delivered my order for additional Skype credit – at £20 for each order, the amount 'delivered' totalled over £100.Īssuming that they must have been a batch of emails sent in error, I went on to my Skype account to check my available balance. However, after my Skype account got hacked recently, I've got a new appreciation for the service it provides to me as a customer (sounds counter-intuitive, right?) - thanks to the ease at which I was able to use digital channels to resolve the issue.īut let's take a step back. It's not out of any particular brand loyalty. The main reasons that I keep using Skype are that my card details are already stored on there and it seems that a lot of my other contacts are using it. Let me first say that I've never had a particularly strong opinion of Skype as a collaboration app either way – I do use it for conference calls and IM most days, but I also use other tools when it takes my fancy. Part of this means not only using diginomica as a platform to call out companies when their lack of digital processes are failing them spectacularly (which I've been known to do quite a lot), but to also highlight when a company is doing something right.Īnd whilst the good stories might not be as entertaining as the bad ones, they could give other buyers out there a bit of inspiration for how to create smooth customer experiences using the digital services available to them. We at diginomica like to do things differently.
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