Skype Premium: Poorly Marketed?

Skype, pretty much revolutionised the way people and businesses work forever. Its in-ground into my daily work as a major form of communication and for chats with friends & family in the evening too, as I strongly suspect, this is the same for you.

But I just don’t get their latest offering, Skype Premium, its all a bit flakey. Based on a single core offering and what’s extra, really is not that ‘great’.

The Offering

Lets look at what they are offering:

  1. Group video calling
  2. Live chat customer support
  3. A Webcam offer

All for £5.74 (£4.99 ex VAT) per month.

Bargain?

I’m not so sure that people really want group video conferencing, we’ve all managed rather well up until now without it and on poorer connections its far from a good experience and to be quite frank, half the time I do not feel that I am in any publicly viewable state.

Yes, this might be different for connecting the Atlanta office to the Berlin Office, to the London office, where colleagues from across the globe who have never and will never likely to, meet up and be able to see each other. I see value in this service for this purpose.

skype-premium

Only one subscription is needed

Interestingly, only one person needs the Skype Premium account (or group video subscription) to be able to start a group video conference. This is a cunning idea by Skype, as it does not force every party to have the subscription to use it.

In an traditional office environment, it could be easily deployed to key departments, so at least one team member can invoke the group call.

The Extras

There are two other ‘extras’ as part of the group offering, live customer support and a discount on a HD webcam.

Support

The live customer support, I do not see a huge amount, if any value in, email customer support is fine and to be honest, I have never had a need to contact Skype in the for-however-many-years I have been using it. Yes, I have had problems, but each time I have its been global issues, which there is no point adding more tickets to what is a probably over-whelmed support system. If this is different for you, I’d love to hear your feedback on them.

logitech-touchcam-hd-webcamWebcam Discount

The webcam discount, well, the camera is £120, that’s right ONE HUNDRED and TWENTY POUNDS. Its probably a great product but at £120 smacker-rooney’s I’ll be passing and I do not see the uptake being that huge, when the average price for a HD webcam on Google shopping is around £30, see here.

Can you suggest a different path?

Tough one this and I have been pondering this exact question since I saw the offering. The only take that comes to mind is that Skype actually offer a free 7 day trial of this subscription, however they’ve neglected to use this on the offering that is be promoted.

skype-premium-7-day-trialSo why not leverage this as part of the offering, if it really of use to the ‘office’ or to show off puddles the new kitten to the family via a video conference, then people will take the offer up, its its not, they at least know what its about and have actually used the product, which is obviously better than never having done so?

In Summary

In understand that Skype have a new product and need to innovate to make more revenue, subscriptions are a bread and butter line for Skype, but this one I’m not so sure.

I can see value in the upgraded subscription, especially as it has been sensible packaged just one member of the call needs the subscription to be able to start the group video conference.  It might be handy for joining up offices in remote locations and for a family chat it might also be pretty cool to show puddles the kitten the new edition to the family to granny and mum.

But, at almost £6 a month, with no hint that there is actually a 7 day trial, I’m personally not willing to take it up (on face value) and the extra offerings are really quite weak, with support rarely used and a discount on a web camera, that is already heavily over priced.

The Emotion. The Black Screen. The Pain. The Love. The iPad.

The iPad, this single device gave me the most moving experience of the entire year on the train the evening I received it. It superseded the birth of my youngest that year.

A post Christmas, completely unexpected Christmas gift, left me almost speechless and those who know me, know that’s almost unheard of. Flicking through the pictures of the children, growing up, the oldest is not even three and I’ve compiled an image library of over 1000 already. It was truly quite something, the journey of several hours passed in minutes.

It was only natural that I would use the device for more than just a photo album and probably end up breaking it in the process, which I proceeded to achieve on both counts, as you’ll now see.

iPad

Fighting the iPad at the start

I am a Windows fan, sorry MAC lovers, I like Windows, it works and works well. Steve Jobs has done a brilliant marketing job at crafting a ‘tribe culture’ where its a MAC user against a PC user, I wholly applaud him for this.

I’ve used many variants of Linux before and are very much at home both in server SSH only and Desktop versions. But sorry, Linux nor a MAC cannot replace the windows experience and the breath of applications I need to use to complete a typical day.

With that said, I am not a MAC hater by any means, I’ve used them before, I might have Leopard as a VM and it was a close call between Ubuntu on a PC and a MAC for the parents; Sorry Jobs, Ubuntu won as the beige-box was free.

It took me a while to get used to this tablet lump, I’d like to think I am a fast learner, I can pick up code very quickly and have had no issues with other OS’s before. The touch screen interface is quite intuitive, but it turned out, I needed to know more than to poke the fat sausages aimlessly at the screen.

No manual, I am an Idiot

Coming with no manual (sorry I do not call a two page ‘sleeve’ in 2pt font a manual), a quick thumble-around found the power button and we were in, the setup was relatively easy, as I already had iTunes set up on the laptop. But once setup, you’re kinda left completely on your own, with no manual and I’d argue less than an idiot proof OS.

Its the the little things, like a common theme to moving around the device, as intend to cover in an a later article, although we regularly hear of application developers moaning that the API is too restrictive, what Apple should have done is give developers a user interface (UI) set of guidelines and told them to stick to it, because as I started to delve deeper, some of the apps are shockingly bad when trying to use them.

Google Earth, was not one of these I hasten to add. Here is my beautiful home town.

ipad-google-earth

Black Screen of Death

Yep, you got it, I managed to bork-it under 24 hours. Completely dead, no go, b-s-o-d of a new kind.

Trying what I thought was every key pressing combination (I used to work for Xerox, they have the oddest of key combinations to unlock photocopier administration functions) I could think of, but no, 24 hours in and a visit to the Apple store in Cabot Circus, Bristol was needed.

Fair do’s the chap was slick, it had crashed and showed me how to restore it after a crash (top, then the big button on the front for ~3 or so seconds). The diagnostics said that the device had been running low on memory (where was the warning???) and had crashed unexpectedly (I doubt it was a planned event) because of an ‘unknown application error’, helpful.

I queried about a manual and what about a simple video at the start to cover some basics, like how to close open applications, get back to the wifi menu on its first run after the setup? He smiled and gave a vague answer, is it not easy to use? Obviously not for an idiot, I mean new user.

Where the BEEP is Flash?

I do not buy the flash is unstable or whatever line you want to push. Flash works, the first application I shelled money out, for 59 pence for ‘Atomic Web‘, a web browser that actually had tabs (I am am avid Chrome user, I needs tabs more than I need coffee) and plays Flash just fine. There is a ‘Lite’ version to this app as well for free, its because of this ‘Lite’ version, I bought the paid for version.

The provided Youtube appllication is poor, yea it plays videos, but where is my like and hate buttons or the comments box, I like leaving comments, this sealed the deal on another browser, that actually worked like every-other web browser does, unlike Safari, the inbuilt browser.

The same goes for other media files, like wma, avi and associated codecs. With no inbuilt support, I had to rely on my trusty windows application list, VLC. The VLC player will play literally anything and there was a cheer from the Ogborne camp when I found it in the Apps directory, quickly installed and saved me from this cage I found myself in.

No iPlayer

Most shockingly of the entire experience, no iPlayer support. For those with Children, you’ll have mothers that are sick of ‘Octonauts’ or ‘Shaun the Sheep’, so 30 mins for proper TV for the parents and the ‘Atomic Web’ browser on the iPad-toy worked a treat, thankfully the BBC have made a mobile version of the site, so navigation by screen bashing, is a lot easier.

ipad-iplayer

Skipping forwards, Today. I <3 You

The first 48hrs of owning the iPad was one heck of a roller coaster ride, from the emotional battle of trying to not cry at the pictures of the kids, to the black screen of death in just 24 hours and thinking “I cannot tell them I broke it in under a day”, to finally in grinding this portable window of the Internet, to almost all aspects of my life, even while cleaning my teeth I was reading a book on the iPad version of Amazons Kindle (Consumerology, its really good).

I found myself taking the iPad instead of the laptop to the coffee shop to work from this morning. Yes, my tasks were not heavily typing related, but even still, holding down several Skype chats, numerous emails and to complete the appraisal of a collection of eBay IDs was easily within its task and probably easier, as I used traditional pen and paper to draw, doodle and compile the notes, for typing up later when back at my main machine.

Have I used it for buying stuff, sorry e-Commerce yet?

You betcha, several items on eBay, I now have four cases for it (yes, four, figure that out), Amazon, several Amazon Kindle books, a few apps and the better half was on here looking at stuff, I did see credit card come appear, so I dread to think what she bought.

If I had to pay for the iPad

I didn’t stump-up the cash to pay for the device, I had written such a device off a long time ago as an ‘expensive toy’, but now I have one (I am most grateful, thank you) with some real-life use, I’m not so sure I would have dismissed it so lightly.

The real acid test is that if I was without the iPad for what-ever reason, would I cope?

The frank answer is yes, but I’d feel at a disadvantage and at on that note, I’d go get another one.

Own an iPad or thinking about one?

Let me know what you think, I’d love to hear from you.

Also look out for an article in a few days, there are some truly brilliant shopping applications (eg eBay & Shop Style) and some truly awful ones (H&M and Zara).

How to add icing to your competitors Christmas on eBay: Top Rated Seller Flawed?

ebay-top-rated-sellerUntil I did the maths, I didn’t realise how high eBay had actually set the bar to become a ‘Top Rated Seller’, equally I did not realise how easy it was to potentially knock off a Top Rated Seller either.

According to their help file, here you must attain the following:

  1. Be a member of the PowerSeller programme. Learn more about how to become a PowerSeller
  2. Have at least 100 transactions and £2,000 in sales during the last 12 months with UK and Irish buyers<
  3. Meet the requirements of the seller performance standards for an eBay Top-rated seller
  4. Ensure you don’t exceed your limit on the number of buyer protection cases allowed

Now the really interesting part is in the eBay seller performance requirements, below is a screen shot of the table:

ebay-seller-performance-standardsSource: Link

A little background first, DSR’s

Just to bring the newer readers up-to-speed, eBay introduced an interesting (short for nightmare) system for rating sellers beyond just positive, neutral and negative feedback. Its called ‘Detailed Seller Ratings’ or in short DSR’s.

You can find the DSR’s for a seller on their feedback page, an example of the Bench outlet is below:

ebay-detailed-seller-ratings-dsrsNotice the stars to the right, when leaving feedback, you can leave more than just a comment, you can royally screw up the sellers business by leaving them less than 5 star ratings for the order.

I could discuss these all day on these and how the eBay Top Rated Seller status means an extra 20% minimum to the sales line, but for now, they’re pretty little stars and a pretty logo.

Both of which have added another hoop for sellers to jump through and my point of this entire post is that they could easily be abused, bringing us nicely onto the following.

So what exactly equates to 0.5%?

From the table above sellers need to achieve a better than 0.5% rate for their DSR’s. I might be wrong on this, but my maths say that 0.5% of 2000 is 10.

So for a seller with 2000 feedbacks per month, for them to have 10 bad sales rated at 1 star, would this equal 0.5% and endanger the ‘Top Rated Seller’ status?

Lets spell this out in Matt-Proof English:

If you sell a minimum of 2000 items each month on eBay, just 10 customers can make or break the Top Rated Seller Status.

Its even worse for smaller sellers, when you factor in the pretty standard ratios of troublesome (short for ‘idiot’) customers such as, 1 in 1000 utter lunatic buyer, the 1 in 500 nut-case buyer and the 1 in 250 lost item, how anyone achieves this and holds onto it is unbeknown to me.

Its edging on the unethical side, if I was to suggest ringing ten of your mates and saying, “here, spend £5 per month on eBay, from seller XYZ, I’ll pay for it, but leave 1 stars and a positive comment”, to alter the balance of the playing field in your favour it appears? Now that’s some material of nightmares!

The eBay ‘Top Rated Seller’ status is way open for abuse and extremely fragile, even when considering the customers themselves, the most demanding breed of customer there is on the Internet is an eBay buyer, sellers are in for a hard time.

My hat is lifted off to eBay for creating this fabulous system, it brings the sellers focus into dealing with the utter minority, rather than empowering sellers to deal with more customers to make more sales.

Dealing with Failure Amazon CEO Brian McBride V’s Skype CEO Tony Bates

Skype-delivered-purchaseThis morning, I received the email I have been looking out for, the one that was had ‘Sorry’ in it from Skype, alas, it was not the one saying ‘Sorry’ from Amazon.

To set the background to this article, I recently posted on the email received from Amazon’s CEO Brian McBride, where he could not muster an apology for the epic failure of the delivery part of Amazon during the two-or-so weeks of snow before Christmas.

It particularly annoyed me, as you (or I, specifically) would have expected the gent to realise that when you buy an item on-line, that the delivery of the order is also a key part of the order experience and if its going to let you down, then to communicate this and apologise up front.

But normal customers really don’t give a dam and want their items NOW.
Quote Reference

Where as Skype’s new CEO, Tony Bates, in a similar service delivery issue, where Skype got knocked out for a day or so, super-nodes software versions apparently, was right-upfront with a YouTube video, completely with a ‘hoody’ and apologised:

When you compare the email that Brian McBride sent to the video above, you know which one gets my vote.

Turning a Negative into a Positive

Now, here’s the spin. Amazon’s Brian McBride sent an email, which was pretty much pointless, where as Skype’s Tony Bates turned the service failure into a positive.

What do I mean by this? Simple, in the previous article I concluded this:

The inclusion of a say a £1.00 voucher would have been nice, free expedited shipping for non Amazon prime customers on an order to use in the new year would have been (here comes that bloody awful set of words) win-win for customer and company, by getting the customer to return to the site, to undo the previous possibly poor experience and get a bonus sale at the same time.

Now that is exactly what I just received from Skype!

Skype-accepted-voucherWell, a ‘buck’, but what Skype has done  is:

  1. Admitted fault and dealt with it, publicly.
  2. Bribed the consumers, with a service they can easily offset
  3. Sneaked in two coup’s, these are
    1. Buy giving a paid-for service offering away for free, this should add inventive to carry on using the paid for service
    2. As Skype made it a sign in option, then I am suspecting that there is going to be a decent percentage that will not reclaim it

Why is this there a secondary coup?

Now I’m not going to explore point A as ‘free’-as-a-service-or-product-starting-option here, essentially ‘it works’ for most, where as point B is worth exploring quickly, as Skype has leveraged the ‘offering the reward’, but made it a step the customer needs to make.

The secondary coup, is simple, it relies on the customer, I’m pretty sure there customers who not even be bothered to redeem it, but just by the emails deployment will be a win for Skype either way. Unlike Amazon with a useless email, gained nothing other than keeping the board happy.

Below is the email received, if you have not received a copy, noting I have removed the voucher code:

Skype-apology-voucher-email

My New Years Resolution. ‘Like’ The Mirrors Reflection (More)

Firstly, Happy New Year! I’m assuming that the hangover has worn off, apologies have been made to the Neptune statue you so rudely fondled and you’re almost ready for the fresh week ahead.

The first week, carries so much optimism, so much hope. Those resolutions are freshly welded in your mind, the walkers are out, the joggers are pushing their limits and the cycle track between Bristol & Bath will see countless pound its track for the next two weeks.

But that’s it, about two weeks. I was recently reading that the average new-years-resolution, lasted approximately 11 days. ELEVEN DAYS!!! That’s pretty bad and spurred me to consider a resolution that was so simple, but equally diverse, so that no matter what, it would be continued.

My conclusion, ‘Like’ My Reflection

There after bushing my teeth, it hit home, the bearded ape in the mirror needed to look no further that the reflection that was presented in the mirror.

If I ‘Like’ the reflection, then I shall be happy(ier).

It was brutally that simple. Now this got pretty deep quickly, but I needed to keep on track, I decided that each day, if I am not happy with the reflection that was shown to me in the mirror, I will change something, it doesn’t need to be massive, just something.

To start my new years day, I took a shave. For those who have know me, I have sported a goatee since about 17 and for the best part of the past 10 or so years & have had a beard covering the rest of my face, its now gone, well with a token V left behind.

This lead me to ponder further possibilities, because its so simple, anything will work:

  • Picking up something on the stairs to go up, which I would have normally passed over
  • Spending those extra few minutes with my little ones to help them learn or master something new
  • Donating just £1 to a random charity I have never heard of
  • While driving letting someone out, whom I’d glazed over before
  • Telling my partner, that I love her, randomly
  • Helping a random stranger in a forum I have never visited before
  • Instead of just chopping the barrels & barrels of wood for Grampy every Sunday, I’ll try and stack them too.
  • Putting up a bird table

Maybe…

I’m sure I will come up with others, the first few changes I make will be probably visual, but as I’m typing this, I am about to leave my office, I have already decided that today I will buy a copy of the ‘Big Issue’ magazine that helps homeless people. Rather than glazing over the chap, that’s been freezing his nuts off all day with a lame mumbled ‘no thanks’.

Maybe I’ll make a point of standing and chatting to him, maybe I’ll get him a coffee next time, maybe, maybe… I’ll like my reflection even more tomorrow, than I do today.

Happy New Year.