Do we do Skype calls with our customers?
Yes, but very rarely. About the only time we’ll offer to jump on a Skype call with a user is after going back and forth with them in a ticket and we decide it will save everyone a bunch of time if we jump on a Skype call.
If a customer asks about a Skype call, you can say something like the following, which should perhaps be added as a canned reply in the Help Desk?
Due to the very technical nature of the support we provide, we really need everything submitted and documented in a support ticket here in the Help Desk.
Just let us know what you need help with, providing as many details as possible, and we’ll do our best to help.
After taking a look at your issue, if we determine that we’ll be better able to help you via a Skype call, we’ll reach out to schedule a call with you – but this is rarely necessary.
Please just let us know what you need help with, and we’ll respond back in about an hour.