Advertising Viatalk's Cash Donations?

[26charlie]

It might be a good idea to Not advertise Viatalk's Cash Donations (like $60,000 by Viatalk's founders to their former high school). Its always a generous thing to do but can be an annoying bit of information for Viatalk's customers to learn when they are number 49 when waiting in line for phone tech support and have on-line requests for help tickets not responded to for a week.

The money would be better spent to retain customers - like hiring a few more techs. You could also figure a way to hire them part time, in the case the existing techs are overwhelmed by trouble calls. Or spend the money to resolve problems that cause trouble calls.

Thanks

[jokeworm]

according to posts over at dslreports.com they have ..

http://www.dslreports.com/forum/r18784979-ViaTalk-QA

"We've more than doubled our staff size to date, however getting these new people to the point where then actually serve a purpose above and beyond being a warm body to talk to takes a bit of time. The results of these new hires should start showing soon."

Which is a fair answer ... it takes time to hire and train staff ... how quickly do you think your boss could replace you with someone fully trained and up to speed and able to do your job as good as you can do it ... ?

..and .. given that this splurge in activity is likely a temporary thing ... why hire and train staff that you are not going to need in three or four weeks time ... VT are over a barrel here .. they cannot win either way.

[26charlie]

according to posts over at dslreports.com they have ..

http://www.dslreports.com/forum/r18784979-ViaTalk-QA

"We've more than doubled our staff size to date, however getting these new people to the point where then actually serve a purpose above and beyond being a warm body to talk to takes a bit of time. The results of these new hires should start showing soon."

Which is a fair answer ... it takes time to hire and train staff ... how quickly do you think your boss could replace you with someone fully trained and up to speed and able to do your job as good as you can do it ... ?

..and .. given that this splurge in activity is likely a temporary thing ... why hire and train staff that you are not going to need in three or four weeks time ... VT are over a barrel here .. they cannot win either way.

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These are all good inputs, jokeworm. Now, why do you think viatalk hasn't said as much on their web page?

If you didn't know to go to a different website, you would be as deep in the dark as the rest of the frustrated customers who are surprised and angry about being ignored, when the service they've paid for wont work. Look how many of them are new customers and the negative impressions they've gotten right away.

In fact, there is nothing on the viatalk pages to give their customers any indication someone is working on their problems. Not so much as an apology for any inconveniences to them, nor a statement of roughly when they might expect to get caught up. Theres nothing that gives anyone an indication they care about their customers, besides the empty lip service in prior mission statements.

The silence from viatalk on their webpage is very surprising and counterintuative to sound business practices. The longer they snub their customers they claim a commitment to, the harder it will be to repair their reputation of a failing grade for customer satisfaction. (They cant afford to underestimate how loud anger gets amplified and how quickly that spreads it when customers ask for help but are completely ignored. They need to issue a statement on their site yesterday.)

Is viatalk trying to be the next AOL, who cares more about roping new customers and then abandoning their commitment to them after their credit cards are billed? That will be determined by how genuine the ceo's commitment to the customer really is (or what that even means?)

(Which reminds me - I need to review the contract to find out why they are charging me additional fees each month, when the salesman stated only one payment for two years service.)

[jokeworm]

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why do you think viatalk hasn't said as much on their web page?



Your guess is as good as mine ..

;)