Guru - Customer Service and Support
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Guru generally scores well in the area of customer service and support. It starts out with a pretty favorable attitude towards freelancers, especially compared to some of its competitors. It offers both email and phone support, the latter being a plus for those who prefer personal interaction. Customer service is prompt and mostly competent. There are also forums where users can interact or get help from Guru. The company readily encourages feedback and suggestions, though it’s unclear exactly how well received those suggestions may be.
Guru seems to have a pretty good attitude towards freelancers in most respects: I certainly don’t get the sense of general contempt towards them that comes across clearly when interacting with the management and policies of other sites. This can be seen in a few different areas, such as the symmetric feedback system and the responsiveness of Guru employees to forum questions (more on that later). Guru also shows respect to its contractors with its open policy of allowing off-site communication, which stands in stark contrast to sites that not only prohibit it, but go overboard trying to police any attempts at alternative correspondence.
Guru shows its neutral attitude fairly well in its customer service options and access as well. Clients and contractors access customer support mostly in the same way, and both have the same options available to them. It is true that the client’s new project posting page is the only place I’ve found that has direct links to customer help resources. However, I consider that reasonable: posting projects is one of the more complicated activities on the site, and most clients are less familiar with these sites than contractors are.
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Last Site Update: October 21, 2011
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