vWorker - Customer Service and Support
(Page 3 of 3)
Responsiveness and Flexibility
Again here, vWorker does a very good job: I’m consistently impressed with the professionalism of vWorker’s customer support reps, which the site calls “facilitators”. I always get a personalized reply that deals directly with the issue I’ve raised or question I’ve asked, not form letters or other nonsense.
vWorker does not have user forums or other methods of peer-to-peer support.
This is another place where I think vWorker illustrates its excellent overall approach to dealing with its members, and its business on the whole.
I mentioned above that the link to contact the site is labeled “Feedback/Contact”. It may be a small thing, but having “Feedback” right there, first and foremost, is a good signal to users that the company wants to hear from them. The main “Feedback / Contact Us / Support” page that you get when you click the “Feedback/Contact” links makes it clear that the site encourages suggestions, offering this as one of the categories in which an inquiry can be submitted.
I don’t have any detailed information on how good of a job vWorker does in implementing user suggestions. However, given the company’s attitude in many other respects, I’m inclined to believe that it’s probably pretty good. The company has a special site updates blog where it lists recent changes and bug fixes, allowing users to stay up to date.
Last, but definitely not least, I want to mention vWorker’s company blog, which is another way this company really impresses me when it comes to customer interaction. Other freelancing sites have blogs, but they use them mostly for informative articles by paid writers and guest bloggers. These blogs can contain useful information, to be sure, but they really aren’t about interaction between the company and its users, and some entries are little more than self-promotion.
vWorker’s blog is different. It does contain a few general interest articles and the like, but it’s mostly focused on keeping users up to date about important issues related to the site. Many of the entries on this blog are posted by Ian Ippolito, the founder and CEO of vWorker. That’s impressive enough, but even more remarkable is the fact that he routinely responds to comments that vWorker users make in comments on his blog postings—and replies to them at length. He answers questions, offers assistance, clarifies confusing points, and even responds directly and politely to pointed criticism. This may not be a formal feedback mechanism, but it is an essential means of interaction that shows clearly that a chief executive cares about his company and his customers.
Home - Table Of Contents - Contact Us
The Online Freelancing Guide (http://www.FreelancingGuide.net)
Last Site Update: December 13, 2011
© Copyright 2001-2011 Charles M. Kozierok. All Rights Reserved.
Not responsible for any loss resulting from the use of this site.