Skype for Business: Is It For You?
Most talk about Skype focuses on the regular customers who use Skype to call friends and family for free. That"s because they make up most of Skype"s user base; many users aren"t even aware that Skype offers paid or business services. Businesses, however, still comprise 30-40% of Skype"s user base, and the company would like to make it even easier for them to adopt Skype as their primary VoIP phone system.This is because business users tend to provide more income for Skype than regular users. Workers often need to call landlines and mobiles, so even though Skype may offer rock bottom prices, they"re still making more money from businesses than from consumers who only use Skype for free computer to computer calls.
So, at present, what is Skype offering?
Skype has two options. Very small or home-based businesses can use the traditional Skype client, so all they"ll need is a microphone and headset. At present Skype offers a free business management tool, called the Skype Manager. This allows the company"s head to make company accounts and assign credit for calls to each account. It"s basic yet allows enough control to content these types of businesses.
For larger companies, Skype can implement its services on a VoIP enabled PBX system. The owner will still use the Skype Manager to allocate credit and accounts, but phone systems will remain the same, making it easy for employees to adopt the new system.
For all users, Skype offers the option to purchase local numbers, so that companies in other countries can call you at cheaper rates. Skype also offers the ability to add a "click-to-call" button on your site, so that Skype users can call you with a single click. For a tech-enabled business likely to have customers on Skype, this could be a smart move. If your products are aimed at small children or the elderly, however, this feature is not likely to bring in more conversions.
The important question is whether or not Skype will work for you. At present, it"s a very basic system. According to the Skype forums, there is hardly any business support, and the website backs up these complaints with merely access to forums and FAQs.  All you can do is submit a support ticket, and no one wants to wait hours for a response while missing out on important conference calls and sales possibilities. There isn"t a feature to get direct Skype assistance through the Skype Manager, either. There are no phone numbers and no official Skype profiles to contact. There is a blog devoted to telling customers when something has gone wrong, but this still lacks the efficiency of a direct help line and personal assistance.
Skype does seem to be on track to change this, but they also plan to charge for it. The new Skype Manager will be more advanced and is on track to supply effective support. It will cost, though, and no one is sure how much just yet. If support still lags, it may well be better to go with a more traditional supplier for a business VoIP phone system.
For a very small or home-based business, Skype still may satisfy your needs, especially with a normal phone nearby in case of emergencies. But for medium to large businesses, it"s difficult to imagine that a company with very little support service will work in a corporate environment. Consider carefully the risks of free before you sign up to use Skype for your business.