I'm putting together a mobile audio rig for an upcoming project. Part of that will be to talk with others over Skype and record the content. In the past week, I bought two different external USB microphones. The first wouldn't let me hear anything without unplugging it. I emailed the manufacturer for help, and got a notice back last night that my email hasn't gone through because their site is messed up.
I bought a 2nd mic – a Yeti from Blue. Works and sounds great, except that again, I was having problems. Specifically, with Skype. I could hear things great now, but my mic wouldn't work with Skype. I even took their advice on the front of their website and made sure I had the newest version.
I bit the bullet yesterday and started a chat session with their support. After waiting 25 minutes, I was finally connected with Kowji, one of the reps. I told her the problem, and she wanted to access my computer. Of course, I was sitting in my comfy chair in front of my desktop, not at a table with my laptop. After some kajiggering (technical term!), I switched to the laptop and let her in.
While she didn't say anything, I think she had the problem figured out in like 5 minutes. It took another 30 or so for her to remove my software, downgrade it, and for me to test it out and feel comfortable that it was working. The problem? The Yeti isn't compatible with the latest release. In all I spent just over 90 minutes getting that problem sorted out.
This is the kind of service you need to provide your customers! Not once did she get upset, or peevish. She was professional but friendly 100% of the time we were in contact. She took her time, made sure I was happy and that things were working. I was originally upset that it took 25 minutes to get connected, but now – who cares? Problem solved, and I'm happy.
So, my thanks to Cecilia P./Kowji A. at Skype.com for the help. Because it's now working, I may actually spend more money with them. And isn't that what you want as a business, for your customers to spend more money with you?