Who do we call for help whenever there are problems with payments and withdrawals? Who do we send our bug reports when something strange happens to the oDesk Team 3? Who saves the day when the oDesk site bogs down or when an employer or contractor violates a user policy? oDesk Customer Support, of course.
These guys are the people who answer our questions, mediate disputes, and ensure that our user experience with oDesk is always 100% smooth and easy. Call them the oDesk Supermen, if you'd like.
Unfortunately, we users tend to forget that oDesk Customer Support is still a team of people, humans who can only go as far as answering tickets and handling live chat sessions everyday. A slight delay in response or a vague answer can spark a nasty remark or a day-long rant over at the forums, but I think we can be more constructive in our approach as customers.
Let's help oDesk Customer Support help us. After interviewing members of oDesk Customer Service and Support, we've managed to get a clearer perspective of how the CS team works to better understand and help them resolve issues and problems on the site.
The most common issues reported to oDesk CS
So far the most common issues users report to CS include:
Account/registration requests (closure and suspension)
Payment inquiries (payment disputes, cancellation, returning funds to credit card, not receiving funds after withdrawal)
Problems when hiring contractors (in the case of employers -- apparently there are contractors who still scam employers and disappear out of sight)
The good news is that we users take full advantage of the resources oDesk's customer support has already put out there for us. It seems 75% of the issues reported are unique cases, with only 25% already addressed in the oDesk Help Center -- this means most of us are reading through common issues before hitting the panic button.
Some issues that need direct assistance from a CS representative