Friday, April 5, 2013

How Customer Service Should Work: Help from eBay

Location: Boxing up stuff to ship

As a "power seller" at eBay (over 200 auctions in the last year) anything that slows down the process of listing an item means a cascading loss of time.

The company recently revised its photo uploader, so it became impossible to edit a listing while the photos uploaded. Normally that poses no problem, but 2 minutes lost during each of 10 listings means 20 minutes lost.

I asked eBay to change their uploader back to the old system, and very quickly--less than a month--I got this reply from the firm:

Dear sellers,

In response to your feedback to able to edit listing in the background, we just rolled out an enhancement to address that. So now you will able to work on your listing while waiting for photo upload.

I strongly encourage you to test out and let me know your thoughts.

Thank you for your support!

For the sake of conversation, let's compare that sort of feature request to, say, Linden Lab's turnaround time for a problem.  Moral? Listen to your customers.

No comments: