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vWorker - Customer Service and Support
(Page 2 of 3)
Methods of Communication
vWorker does a pretty good job when
it comes to providing a variety of options for getting help. The three
communication methods are:
- Email: You can send email to vWorker using
a contact form on the site. It is pretty simplistic, and you have to
enter a CAPTCHA (which seems an unnecessary nuisance when one is already
logged in to the site). After you get an email response you can reply
back and communicate as normal by email.
- Phone Support: vWorker offers free phone
support for its users from 9 am to 5 pm US Eastern Time on weekdays,
and 9 am to 3 pm on weekends.
- Live Chat: Like many sites nowadays, vWorker
provides a live chat function that allows you to start an instant messaging
session with a support person. The hours for this are supposed to be
the same as those of phone support, but I’ve encountered times
within the nominal phone support hours when live chat was turned off.
vWorker also notes that it will respond
to “snail mail” enquiries. I presume that all sites do this,
but given the delays involved, I don’t consider that a viable method
of obtaining customer support.
Access to help functions is via a
“Feedback/Contact” link found in the site footer. I think
this link would be better placed in the header of the site, where
it would be easier to find. The header does contain a “Help”
link in two places, which brings up a list of links including one for
“Feedback/Contact”, but I’d still prefer to see a direct
contact link in a more prominent place.
vWorker’s phone support hours
are among the best in the business (fairly similar, though not identical,
to Elance’s.) Offering phone assistance is commendable, especially
on weekends, given how many companies provide no phone support at all.
Note, however, that vWorker’s support number is not toll-free—this
is less of an issue in an era of Internet telephony and inexpensive long-distance
calling plans, but may still be a problem for some folks.
I’ve used vWorker’s customer
support a few times, always by email. The response time is reasonable:
I usually get a response within a day or two. This is not as good as
some other sites where it is routine to get a reply the same day, but
it’s acceptable. I did have one situation where I reported a project
violation and got a reply back ten days later, but that appears to have
been a one-time occurrence.
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The Online Freelancing Guide (http://www.FreelancingGuide.net)
Last Site Update: October 21, 2011
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