I made a call to support today and it sounded like I was talking to India.
Is this true?
Hmmmm ... the silence is deafening.
I made a call to support today and it sounded like I was talking to India. Is this true?
You cannot talk to India 🇮🇳 because India is a country LOL 😁😜
Just kidding! But hey, most jokes put customer support headquarters in India because it is cheaper. Oh boy, Trump will not like this one bit! 😁
DAL
You cannot talk to India 🇮🇳 because India is a country LOL
Oh but you can. You just shouldn't expect an answer. [:#]
Dal,
Now THAT IS FUNNY!
I don't expect an answer if I am talking to a support person who is from India in general. RARE occasions I have had "acceptable" support but it's always been harder to get to that answer because they seem not to be able to work outside their "flow chart".
I did update to Logos 7 but if they have exported their support, I doubt will be updating again.
As I said, there is other Bible software out there that meets my requirements. I'm just so already invested in Logos. I have been using it since they first released their first version back in the day.
That would be disappointing...
Edit: My concern is the lose of American jobs, so that FaithLife would keep more income.
Too many American companies have already done this and it a sad thing to me.
I wish that the USA was more like it was in that past, but that is probably not going to be. This is just one more thing and I guess I am showing my age some...
Wow. Just suppose I'm an Indian Christian using Logos software and I read this thread. What would I think?
Not sure if support is in India or not but Faithlife has done their CP OCR work out of India for years.
-Dan
Thank you, Mark. That needed to be pointed out.
Donnie
Faithlife does have customers worldwid, I am in Canada, support is important. I want knowledgable people... they can be anywhere I know accents can be hard to understand sometimes but that true any place as I once was on support based in Texas and the drawl was so thick that I was contastly needing him to repeat things, but knowledgable with good clear communication skills is what is needed. Out sourcing is not a great solution always but does it allow Faithlife to expand hours or offer free support verses paid support, although we have been told that the high cost of Logos is in part to cover support costs.
-dan
Not sure if support is in India or not but Faithlife has done their CP OCR work out of India for years. -Dan
Hence, the bunch of typos in almost all of the resources sold in Logos 😁
Mark,
So would you say then also that we should hire and use people because they are Christian or that there are Christians living in some particular country, rather than those best suited for a particular job?
My remarks are not because what any nationality in particular or what religion people are. I am commenting on demonstrated performance and general experience. My opinions are based as someone with years (over 30) of working as a software development professional. I have by the way, worked with professionals from India in the US and in Canada, and because they were not in some support "sweat shop" environment. They were able to demonstrate great skill, wisdom and professionalism, because they were not forced by their business model to operate within a flow chart. In that environment, they were most often excellent and quite competent.
Are you now implying the "race card"? I am coming from a pragmatic position not a racial or ethnic one. If that is your point, I resent the implication.
I live in a foreign country and serve as a full time missionary. I have made significant sacrifices to serve Christians in another country. Every culture has strengths, weaknesses and business models that are better for some things and not so much for others.
And to speak to the comment above from Dan, I actually don't mind so much if people from India are doing scanning or something of that capacity, (although I do have an issue with shipping our jobs right now overseas). My concern is directed at the support process.
I feel as a customer I have the option to express my frustrations with the business model of the company I am purchasing my product from.
Uh, oh. The guys are getting their poker cards out.
'Hey, are you playing the race card??' 'Well, no. I thought you were playing the race card.' 'Which one's the race card, I forgot.'
I assume from no Logos response, we can assume indeed? But seems hard to believe, except for really simple FAQ queries. Even our top forumite experts have trouble ... the software isn't exactly intuitive unless you're intuitive.
I've had several Indian co-workers and find that they are every bit as knowledgeable and hard-working as my American counterparts. As long as the call center is able to answer questions and service my account, I don't have a problem with outsourcing.
We do not have any CS reps working in India. We have a core group of CS reps that work in Bellingham. We also have a group of CS reps that work remotely in select states. As our Spanish audience has increased we have opened an office in Mexico where bilingual reps are available to assist our Spanish audience. These reps may occasionally get English calls.
When anyone states they are concerned that service is being handled by people in a particular country, omits any words about the quality of the service, seems to indicate that it is that nation's people serving in such a capacity is what concerns him, and clearly indicates that service offered by people in that country would turn him away from Logos, then, yes, I am right to be concerned about how someone from that nation would take such a statement.
Not sure if support is in India or not but Faithlife has done their CP OCR work out of India for years. -Dan Hence, the bunch of typos in almost all of the resources sold in Logos 😁
Think that is less a country thing than pride of work thing, but it is easy for anyone to let typos clip through occasionally... and I do believe final processing is done in FL offices in Bellingham but I could be mistaken about that.
Not sure if support is in India or not but Faithlife has done their CP OCR work out of India for years. -Dan Hence, the bunch of typos in almost all of the resources sold in Logos 😁 Think that is less a country thing than pride of work thing, but it is easy for anyone to let typos clip through occasionally... and I do believe final processing is done in FL offices in Bellingham but I could be mistaken about that. -dan
FWIW, we haven't used OCR for normal production in years (7 or 8 if memory serves me correctly). Our preference is to use publisher provided exportable files. When that is not possible (i.e. public domain titles), we use the industry standard practice of double keying (i.e. a work is keyed twice independently and then is compared with the differences reconciled.)
And times you will end up with items that are only caught through reading, something like: old boys club especially if italic can evilly be old boys dub, a real word just mis-scanned and not caught I have seen that sort of error time and time again and always report it, although I will admit one book (think it was a underhill translation of Rolle ) just had so many errors I just stoped reading it and read the CCEL version.
The guideline for Wikipedia editors to "assume good faith" might be appropriate for forum posts as well. It's difficult to accurately gauge someone's intentions based off of a couple of quickly written sentences or paragraphs. I've been married for almost 35 years, and still manage to get my signals crossed even in that relationship. Just imagine how badly I must be misreading some of you!
Great point, EastTN! (It resonates with me today, shortly after celebrating my 59th anniversary with the woman in the photo. God is good, and patient.)
OT - Congrats!
Others have pointed out already that we're an international operation. We have team members from all around the world, and have at times had full time workers or contracted with firms in Mexico, South Africa, New Zealand, India, and more.
We do NOT contract out customer service, because we believe it is one of the most important things we do. Our CS reps, whether remote or at headquarters, work for us, so we can train them on the product and have them as members of the team. I agree that CS delivered from queue where the rep is working for Company A on this call and Company B on the next is often sub-par.
It can also be frustrating if you can't understand the accent of the person on the phone; I believe this is often what frustrates Americans about remote customer service. But it works both ways -- our UK customers have to call the US, and may sometimes find that awkward too. :-)
Long term we'd love to offer native-speaking, local support to all our customers. On the way to that goal we are well supported by native Spanish speakers, and in time we hope to offer more languages. When each language ramps up, the call volume may not be enough, and sometimes bilingual reps take calls from the English queue when the queue with calls in their other language is empty.
The original post had nothing to do with race...the focus was customer service concerns
I had a good experience with support a few months ago. The accent was definitely Northwest American, possibly Seattle. My issue could not be resolved at that first level and I was transferred to the next level which confirmed that what I was experiencing was a bug. I was satisfied that a bug report was made by him.
Since I started using Logos a month ago, I've had nothing but fantastic dealings with customer service. Really top notch!
Good to hear your take on this Bob.
Thanks for getting involved.
I have worked with UK accents as a field engineer, listening to the accent and different words all day, even though it was English, was mind fatiguing for sure. My career before becoming a full time missionary in Asia, had me working in most of Western Europe and so I have had a LOT of experience with accents and cultures. I had to adapt with my vocabulary and even to some extent how I pronounced my words. I have to use those techniques in my ministry here as well.
I teach English part time as a tent making effort as well as getting me more into the community. I use speech therapy techniques to remove accents. I use sounds and concepts from their language also to apply to speaking English accent free.
My call I had the other day was definitely with a non-native speaker. The background noise of other techs was really hard on the call and then the thick accent and attempts to communicate made any solution very difficult. The solution I was given did not solve my issue either. (I already know how to reboot and re-install.)
This was a very poor reflection on Logos. It was not nearly my usual experience with Logos CS and not one I wish to repeat as a Logos customer.
Relationship is a function of communication.
Great point, EastTN! (It resonates with me today, shortly after celebrating my 59th anniversary with the woman in the photo. God is good, and patient.) OT - Congrats!
Yes, congratulations!
