A friendly auto-response from Skype.

Skype Logo-1I sent an email to Skype’s support team and got a very friendly auto-response back from them (I haven’t seen the human response yet). I included it after the jump (click on “more”), but here is my basic analysis (quick points, with more descriptions if needed):

  1. The email thanks the customer for contacting Skype (twice!).
  2. The email confirms that the customer’s support inquiry was received and that the customer will be hearing from the company shortly.
  3. The email explains how long it will usually take to get a response and explains why it takes that long. (This is especially useful. If something is going to take long, customers like to know why).
  4. The email does a great job at nicely pointing people to its self-service options (see my post on self-service from last week). It isn’t pushy, but it does let customers know that great self-service is available.
  5. Skype provides a basic idea of what their self-service options offers (step by step guides, answers to questions) and how they can help customers (more immediate answers).
  6. The line about not replying to the automated email is friendly and polite (as opposed to some emails that companies send).

Overall, this is a great auto-reply. It’s personal, but it is still professional.

My only suggestion to Skype would be to include the reference number/ticket ID in the body of the email so I had it if necessary. They might also want to say “We’ll be getting back to you very quickly” at the bottom instead of saying “We’ll be getting back to you as soon as possible!” Very quickly implies more urgency and is less vague. Besides those minor things, there are essentially no problems with this auto-reply.

The next test, of course, will be to see how Skype handles the actual customer service interaction. See the actual email after the jump.

Thank you for contacting Skype Support!

This email is confirmation that we have received your request and a Customer Support Specialist will be working to get back to you with an answer as soon as possible.

Because the majority of requests require research to resolve, it can sometimes take us up to 72 hours to respond, though we make every effort to get back to you as quickly as possible and most queries are answered within 48 hours.

Though we will do our best to respond to you as quickly as possible, sometimes the best way to get immediate answers is to search our knowledgebase at http://support.skype.com where you can find answers to questions like:

• How to Use Skype
• Skype In/Skype Out
• Skype Voicemail
• Skype Privacy & Security
• And many other questions

You can also find helpful step by step User Guides at http://www.skype.com/help/guides/ that will help walk you through things like:

• Getting Started Using Skype
• Installing Skype
• Adding a Skype Contact
• Making a Skype Call
• And many more

We hope this is helpful and again, thank you for contacting us. We’ll be getting back to you as soon as possible!

Sincerely,
Skype Support

Please do not reply to this automated email, we will reply to you directly from your support request.

5 Responses to “A friendly auto-response from Skype.”

  1. Jacob LaCivita said:

    Sep 04, 08 at 10:21 pm

    My only suggestion to Skype would be to include the reference number/ticket ID in the body of the email so I had it if necessary.

    Possibly wishful thinking on my part, but I would love it if the reason there is no ticket number is because Skype chooses not to utilize ticket numbers. To me a ticket number (and sometimes an account number for that matter – depending on what the company does) is just an extra piece of information for you to track, recall, and often times misplace when you need it most.

    Assuming most Skype users don’t have recurring issues, it would be very refreshing if their internal database only tracked it as “[skype username] issue from [date] regarding [subject/keyword]“. Much more personal for the customer and simple for the support agent. Win win all around!

  2. Service Untitled said:

    Sep 04, 08 at 11:06 pm

    Jacob,

    Thanks for your comment!

    That is a good question. I believe they do use ticket numbers, but I’m not sure. My experience with Ticket numbers is that you generally don’t have to keep track of them, but they are helpful to have for reference. Tracking support per account, in addition to per incident, is super important and a good idea.

  3. Service Untitled » Feedback Survey from Skype - customer service and customer service experience blog said:

    Sep 16, 08 at 12:18 am

    [...] that long ago, I wrote about how I received a terrific auto-response from Skype. It took them a lot longer than 72 hours to reply (the reply [...]

  4. Jose said:

    Mar 04, 09 at 7:30 pm

    What subject did they use?

  5. SafetyShoes said:

    Jun 21, 09 at 4:48 pm

    What are the software that you use to automate your skype reply?