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    Shannon: Our fees are withdrawn before you are paid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!

  • Jadwiga Basecki

    I am surprized all of you are watching this and noone would move to help. BTW support tickets no longer work. I tried to create one all day yesterday. And you just gave me the same link as above. Viscious circle.

  • Jadwiga Basecki

    As I mentioned, I DID contact that link and chated with a person who is apparently there to “help” but found thet you (oDesk) would not do as much as call my provider to ask to connect with me, which in this situation ,I feel, should be done. It would be only ethical, after all the money, effort and time I invested trusting your company, hoping you believe in fair business practices.

    • Erica

      Joanne, I’m sorry that you feel that the representative you chatted with was not helpful. For the privacy and protection of all our users, we do not discuss private account details in public arenas. If you wish to discuss this further, please contact us directly http://www.odesk.com/help/.

  • Jadwiga Basecki

    PLEASE SHOW ME THAT IT IS POSSIBLE TO GET HELP FROM YOUR CUSTOMER SUPPORT. HERE IS MY CASE: The project was expected to be ready before xms, then before valentine… Finally we (my programmer and I) decided we will just make sure it will be done at least two wks before Easter. Last bugs are removed now and final adjustments are made. I paid thus far a double of initial amount agreed on and projected additional large bonus as long as the project (iPhone app) could finally reach the end. THE PROVIDER VANISHED. Does not reply to my emails. I realized I have no phone number. oDesk APPARENTLY will not provide phone numbers or connect providers themselves via phone, or so they claim through a chat. My programmer could be away from a computer as I was taking two days to change my ID with Apple. Now he is needed for the final touch and it is THE LAST MOMENT and I cannot connect… Again, I don’t have his phone number. Please help me connect with him. If you could call him and let him know he got an email from me, would be MUCH appreciated. My provider is quan chen and I am joanne basecki

  • Ma. Kristina Gutierrez

    I am interested to work with work your team. My work experience as CSR matches the line of service you provide. I will be looking forward to details on how i could join your dynamic team.

  • http://fedoraproject.org/wiki/MustafaQasim Mustafa

    Good Performance!

  • Maria

    Too bad I have 2 tickets that were never resolved…