Does Skype know that updates are supposed to improve the software?

Caption of a facetime session.
Photo: woodleywonderworks

Insight nr. Ⅰ
The topic “updates” occurred in 18% of the reviews and has an average grade of 1,32 / 5. Some complained about being forced to update before being able to proceed using Skype. It was also mentioned that some found it difficult to add or call contacts and they were also experiencing communication issues. The new updates are overall not considered to be user-friendly. Therefore, some try to use the older version for as long as possible and refrain from updating at all.



Insight nr. Ⅱ
The topic “account” has an average grade of 1,17 / 5 and occurred in 10% of the reviews.  It seems that some had their accounts suspended without any notification. Some also claimed that they couldn’t access their account when using another computer.

Insight nr. Ⅲ
The topic “messages” occurred in 5% of the reviews and has an average grade of 1,61 / 5. Some claimed that messages they’d sent didn’t get through or weren’t displayed at all. Messages can sometimes be seen by the one who sent them, but not being delivered in days.

Caption of the topic “messages” from the dashboard of this analysis.

Conclusion and suggestions

Based on the analysis, we suggest they work on functionality and UX aspects of the app. The updates are supposed to result in progress, not making it worse than before. The need to make it more convenient for users to navigate is crucial to think about when developing the service. Otherwise, Skype could be out of the game, considering there are appreciated solutions from other competitors out there.

The research team at Gavagai performed this analysis using our AI-powered text analysis tool, Gavagai Explorer. All texts analyzed in this article are collected from public online data published on TrustPilot.

Want to try this kind of analysis on your own data?

Gavagai Explorer is free to try (no credit card needed) and works in 46 languages.

Book a demo to find out more!