oConomy
May 15, 2009 by Shannon Adkins

Last week, oDesk crossed more than $70M in dollars billed through our service, and surpassed 13k online hours/day. But we also passed another important milestone – we resolved our 100,000th Support Ticket.

Customer Service and Support is an important priority for oDesk. Our stellar team has tripled in size, from just four team members to 12 this year. With this investment, we have been able to launch Chat Support from the hours of Midnight to 5:00 PM PST, and hope to expand to 24 hours Chat within the coming months.

Our commitment as a team is to help all customers be successful and thriving members of the oDesk Ecosystem, and as such, our team has been renamed the oDesk Customer Success team.

To celebrate this important milestone, we have gathered a few anecdotes to share with you that demonstrate our commitment, and might just give you a laugh.

  • While chatting with a new provider, I learned that the first assignment she was rewarded was not legitimate. She was being hired now for the 2nd time, but she was concerned by a request to register on an outside site. I advised her to hold off and email the buyer asking for more information, but after we disconnected, I did a little more digging. I was relieved to see that the buyer was legitimate, and a GREAT buyer. I quickly called the provider back and advised her to go ahead and accept the work. A few hours later I got an email that the assignment had begun, but that the provider was looking for a little help getting started on oDesk Team. I asked her to call me on my cell phone during my commute, and we were able to walk through all of the best practices for ensuring success. I learned that this provider had been struggling to find a source of income after moving to a remote location in order to assist a loved one. I am confident that taking the extra time to ensure she had a great first assignment really made a difference, and set her up for future success on oDesk.
  • Customer: How will oDesk know that I have submitted my job to buyer and if buyer pays me, keep oDesk %?
    Shannon: All payments go through the oDesk system, and will show up on your Financial Activities screen
    Shannon: Our fees are withdrawn before you are paid
    Customer: Well then. Thank you Shannon. I love you.
    Shannon: Good luck to you and you are welcome
  • We had a provider contact us on chat, frantic that he was unable to withdraw funds. There was a significant language barrier, but we identified that the provider was having difficulty withdrawing funds from his Payoneer Debit Card. Perplexed, we decided to investigate this case, and at that time we realized that the provider had never been hired, or done any work on oDesk. While we are here to help, there are things that even we cannot support, and a self funding debit card is one of them! Darn.

Meet the Team:

Joe, Arizona
Joe, Arizona
Karissa, Phillipines
Karissa, Philippines
Shannon, California
Shannon, California
Bernadette, Bahrain
Bernadette, Bahrain
Stephanie, Tennessee
Stephanie, Tennessee
Doreen, Massachusetts
Doreen, Massachusetts
Jasmine, Philippines
Jasmine, Philippines
Michelle, Texas
Michelle, Texas
Barbara, Massachusetts
Barbara, Massachusetts
Karen, Philippines
Karen, Philippines

We look forward to chatting with you soon!