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

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Guru - Feedback System
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Guru - Ethical Policies, Fairness and Integrity
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Guru - Customer Service and Support
(Page 2 of 4)

Methods of Communication

Guru has perhaps the most limited set of communication methods among the major sites, with only two options: email and phone. Of course, the sheer number of contact methods isn’t as important as the quality of those methods, and given that Guru provides phone support, that plus email is probably enough for most people. I do think a live chat option would be a nice addition, though.

Primary access to customer support is via a “Contact Us” link found in the “About Guru.com” section of the footer on every page of the site. It’s good that this link is so ubiquitous, but some users may have trouble finding it since there seems to be a natural tendency to ignore web page footers. Clicking the link takes you to the contact page, where you can immediately submit email using a contact form with no further navigation necessary. Guru also has its address and phone number on this page, along with a link to Guru Answers (its forum, more on that in a moment) and a (surprisingly small) set of frequently asked questions.

Guru’s phone support is a big plus for the site compared to some of its competitors. Even though online freelancing is done, well, online, many people feel more comfortable talking to a human being when they have a problem. Unfortunately, support hours are limited to only 9 am to 6 pm Monday through Friday, US Eastern Time. If you need help outside these hours, you’re out of luck, and the Internet being what it is, many transactions take place at odd hours.

You can also sometimes get help via the Help Desk forum; see below.

Response Time

I have only had to use Guru’s customer support a couple of times, using email, and found their response time to be pretty good. If I recall correctly, I got a response each time within one business day, and usually the same day.

Responsiveness and Flexibility

My experience with Guru’s customer support agents has been mostly positive. They are courteous and professional and have consistently attempted to help me with issues I had using the site.

For example, I have in the past found obviously illegitimate projects listed on the site that confused me, because Guru is supposed to screen all projects, and I couldn’t understand how they could get through. I actually raised this issue to a customer service rep after she replied to my report of one of these project listings. She said she didn’t know but would inquire for me. I did receive a follow-up email from someone else at Guru a day or two later confirming that the company does screen listings, and pointing out a potential cause of the illegal listing I saw.

On the down side, I was not entirely satisfied with the replies I received when I complained about being ripped off by a client chargeback despite using Guru’s “SafePay” escrow service. I received the notification that the money had been taken to me and replied back (politely) indicating my displeasure. The service rep was sympathetic, but only quoted back policy at me. She probably didn’t have any reply to me since she, of course, doesn’t make these policies. Ideally, though, this would have been pushed up to a manager, who’d have contacted me to discuss the issue.


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

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Last Site Update: October 21, 2011

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