Support: Has Faithlife transferred support to India?

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This post has 29 Replies | 6 Followers

Posts 5318
Dan Francis | Forum Activity | Replied: Wed, Jun 7 2017 10:42 AM

Kyle G. Anderson:
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.

-dan

Posts 1107
EastTN | Forum Activity | Replied: Wed, Jun 7 2017 10:52 AM

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!

Posts 695
Steve Maling | Forum Activity | Replied: Wed, Jun 7 2017 11:06 AM

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.)

Posts 3780
Floyd Johnson | Forum Activity | Replied: Wed, Jun 7 2017 11:38 AM

Steve Maling:

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!

Blessings,
Floyd

Pastor-Patrick.blogspot.com

Posts 1720
LogosEmployee
Bob Pritchett | Forum Activity | Replied: Wed, Jun 7 2017 12:04 PM

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.

Posts 1028
Keith Pang | Forum Activity | Replied: Wed, Jun 7 2017 12:23 PM

The original post had nothing to do with race...the focus was customer service concerns

Shalom, in Christ, Keith. Check out my music www.soundcloud.com/therealkpang

Posts 54
Eduardo Espiritu | Forum Activity | Replied: Wed, Jun 7 2017 1:16 PM

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.

Posts 144
Josiah | Forum Activity | Replied: Wed, Jun 7 2017 1:41 PM

Since I started using Logos a month ago, I've had nothing but fantastic dealings with customer service.  Really top notch!

Posts 29
jmcbade | Forum Activity | Replied: Wed, Jun 7 2017 4:04 PM

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.

Posts 1107
EastTN | Forum Activity | Replied: Wed, Jun 7 2017 6:17 PM

Floyd Johnson:

Steve Maling:

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!

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