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Some analysts say that Skype has moved too quickly and is simply the victim of its own success. Others still claim that desires to keep costs down have forced them into a tight corner with regards to customer service and technology. Customers are now complaining that Skype calls frequently experience a two second time delay between people speaking and listening. This can result in confused and frustrating conversations in which one must wait seconds before speaking to ensure the other person has finished what they are saying. Not being able to hear in ‘real time’ somewhat obviates the entire service
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Skype replied with an attempt to reassure their growing customer base. They claim to make regular checks on all call performance related technologies across their global network and continually seek to enhance the performance of their connections. A spokeswoman for Skype commented that: “As our growth does indicate, we have a larger number of satisfied customers.” Yet this is perhaps optimistic, for it is not the gaining of new customers that Skype needs to concern itself with – there is no doubt that the grassroots marketing they have employed is doing a fantastic job. Customer retention, however, may yet be a bigger battle.
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