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It would be good for users to have the option to be able to contact Dell Sales and Technical Support through Skype.

 

Skype has joint benefits of social media explained later but allows thigns to be kept private. It is owned by Microsoft (a partner for Dell) and has a large user base. Also many users have Skype preinstalled on their computer. Dell could work with Microsoft to make such a service on Dells end and possibily their own.

 

Skype has the benefits of the phone call and chat i.e. the two services currently offered as well as being free (Skype to Skype) for the customer to call providing that they have an internet connection. If users have a problem following instructions of the Dell representive on the phone due to accents or alternatively the Dell representitive has a problem understanding the accent of the customer (I am from Glasgow, Scotland and no-one understands us for example). Webcameras are becoming more or less standard on new Dell products and are of decent quality so the hardware is also there.

 

Other then that it is sometimes much easier to type some things e.g. a product key has 25 digits it is a nightmare to say/understand on the phone and is much quicker to type. Also a part number or an error code. File transfer and screenshots are also possible.

P.S. there are a few posts similar in nature to this previously offered up by others on IdeaStorm so it isn't an original idea but it fits in the requirements of storm session.