Please Whitelist This Site?

I know everyone hates ads. But please understand that I am providing premium content for free that takes hundreds of hours of time to research and write. I don't want to go to a pay-only model like some sites, but when more and more people block ads, I end up working for free. And I have a family to support, just like you. :)

Please think about the value you get from this free site, and consider adding it to the whitelist for Adblock. To do so, just open the Adblock menu and select "Disable on freelancingguide.net". Or go to the Tools menu and select "Adblock Plus Preferences...". Then click "Add Filter..." at the bottom, and add this string: "@@||freelancingguide.net^$document". Then just click OK.

Thanks for your understanding!

Sincerely, Charles Kozierok
Author and Publisher, The Online Freelancing Guide


NOTE: Using software to mass-download the site degrades the server and is prohibited. Any such attempts may result in your access to the site being automatically blocked. Please be considerate of other readers -- and my server -- and thank you for your cooperation.

Custom Search






Table Of Contents  The Online Freelancing Guide
 >  An Analysis and Review of Popular Online Freelancing Marketplace Sites
      >  Elance - Freelance Marketplace Site Analysis and Review

Previous Topic/Section
Elance - Feedback System
Previous Page
Pages in Current Topic/Section
1
2
34
Next Page
Elance - Ethical Policies, Fairness and Integrity
Next Topic/Section

Elance - Customer Service and Support
(Page 2 of 4)

Methods of Communication

Elance offers three primary mechanisms for requesting support:

  • Elance Ticket System: This system is built into Elance.com and allows users to submit text requests for assistance, and even include attachments. It is basically a replacement for email based support.

  • Phone Support: Elance users can call the company’s toll-free number for support from 8 am to 5 pm US Pacific Time on weekdays, and 8 am to 12 pm (noon) on weekends.

  • Live Chat: Clicking the live chat button in the support area brings up a window where you can engage in an instant messaging session with an Elance support person.

Elance makes access to these options fairly easy, avoiding the nuisance filter systems employed by some companies to discourage support requests. The main customer service page can be accessed by clicking the “Help” menu and choosing “Contact Elance Support”. As mentioned above, Elance encourages clients to call for help by putting their phone number on some of the most common pages used by clients and even using popup windows.

Elance’s phone support hours are not very generous given that Elance is a global business. Furthermore, I believe these were recently reduced: I think they used to take phone calls from 7 am to 7 pm PST on weekdays. That said, many sites offer no phone support at all, so 53 hours a week is at least decent by industry standards.

Response Time

My recent experience with Elance support has been limited to the ticket system and the use of live chat, and response time for both was pretty good. I received responses to my support requests generally within one business day. Live chat is of course instantaneous, and I did not have a long wait time when I used this feature.

Years ago I had major difficulties even trying to get a real human on the phone when I tried to call Elance. My understanding is that this is now much improved; I have not heard of excessive hold times for phone calls to support. Still, I’ll have to wait to see how many rebuttals I get in my email inbox after I publish this. :)

Replies to questions posted in the Elance forum tend to be answered sporadically and inconsistently.


Previous Topic/Section
Elance - Feedback System
Previous Page
Pages in Current Topic/Section
1
2
34
Next Page
Elance - Ethical Policies, Fairness and Integrity
Next Topic/Section

If you find The Online Freelancing Guide useful, please consider making a small Paypal donation to help the site, using one of the buttons below. You can also donate a custom amount using the far right button (not less than $1 please, or PayPal gets most/all of your money!) Thanks for your support -- it's hard to make a living writing free material these days.
Donate $5
Donate $10
Donate $20
Donate $30
Donate: $



Home - Table Of Contents - Contact Us

The Online Freelancing Guide (http://www.FreelancingGuide.net)
Last Site Update: October 21, 2011

© Copyright 2001-2011 Charles M. Kozierok. All Rights Reserved.
Not responsible for any loss resulting from the use of this site.