Elance - Customer Service and Support
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Suggestions and Feedback
Elance used to have a “Suggestion Box” forum as part of the Water Cooler, but in 2010 this was replaced with a formalized suggestion system of the same name that is powered by special software called UserVoice. (The two co-existed for a period of time before the forum was taken out.) Users can make suggestions for changes or enhancements, and others can vote on them to help Elance see which ideas are most popular.
This change has received a lot of criticism in a number of areas. Many Elance regulars simply don’t like having the suggestion area separate from the other forums, and were unhappy that existing suggestions in the forum basically disappeared when the new system was put in place. Other complaints are related to the voting system, which limits the number of votes a user can make to a relatively small number (I believe it is 10), and doesn’t allow people to vote against ideas they don’t like. Some users also perceive UserVoice to be harder to use than the old forum, or find it disorganized.
Elance gets mixed grades when it comes to actually implementing suggestions made by users. It certainly is much better than some companies, whose suggestion boxes might as well have no bottom panel and be located right over a recycling bin. The company does listen to ideas and bug reports and deals with many of them; implemented suggestions can even be shown as part of the new Suggestion Box software. On the flip side, some longstanding problems and annoyances tend to persist despite frequent complaints; I mentioned some of these where I discuss Elance’s site design and usability.
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Last Site Update: October 21, 2011
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