Item: Skype
Rating: 6
Author: Vivian Vassar

Use Cases and Deployment Scope

We use Skype to talk to staff who work remotely and who don't come into the office. We also use Skype to talk to suppliers who use the video to show us products and goods that we might want to buy. It's easier to see details and we can see how the goods look in real life rather than just seeing them in pictures.

Pros and Cons

It is easy to use Skype to leave messages and set up a time to connect especially if the other person is in a different time zone.
Everyone is familiar with Skype so we don't have to spend time explaining it.
It's easy to keep track of our contacts.

The visual and audio quality depends on the internet connection. Sometimes it is good, sometimes it is broken up and we have to try again later or use the phone.
Using Skype on a cell phone is easy to set up but the quality on cell phones is very hit or miss.

Return on Investment

We've experimented using Skype for customer service but haven't pursued it. Quality of the connection became too big an issue.
Holding meetings on Skype saves us time and makes it easier to do collaborations in real time.

Alternatives Considered

Google Hangouts

We have used Google Hangouts and Skype as a way to connect with customers and as a customer service tool especially for return questions and to solve problems. We haven't gone beyond the experimental stage with that. Too many issues with quality. I have used both Skype and Google Hangouts to connect with suppliers to see new products. Both services are about the same. More people seem to use Skype in our experience so we usually try that first.

Support Rating

I have tried researching how to get better quality and most suggestions don't help or only help a little. I have used their help section but haven't contacted support directly.

Key Insights

Do you think Skype delivers good value for the price?

Not sure

Are you happy with Skype's feature set?

Yes

Did Skype live up to sales and marketing promises?

I wasn't involved with the selection/purchase process

Did implementation of Skype go as expected?

Yes

Would you buy Skype again?

Other Software Used

ShippingEasy, Yotpo

Likelihood to Recommend

We have used Skype to conduct interviews and if the internet connection is good it makes it easier to conduct the interview because you can see the person's face, hear their voice, and judge how the interview is going. If the connection is bad it is very distracting and not worth it. It can throw the whole interview off.

Skype - Good for Meetings and Collaboration but Still Needs To Improve Connection Quality

Overall Satisfaction with Skype