Open House Discussion with Vasundhara, Head, Customer Support 1st Dec 5 PM

[sapana@ebay.com]

Dear Members,

We are pleased to announce the next session of our Open House Program where users get an opportunity to chat with the eBay India Team.

Join Vasundhara Bhonsle, Head, Customer Support for an online discussion on Customer Support of eBay India.

Vasundhara will be available on this thread on Friday, the 1st of December, 2006, from 5:00 PM to 6:00 PM IST, for an interactive discussion with our community members.

You can submit your questions before or during the event by making a post on this thread. Click Here for help on using the discussion boards.

See you on the 1st at 5:00 PM!

Thanks and Regards,
Sapana,
Community Development Team

[manishadiamond]

Hi
Welcome Vasundhara !!

Happy to see that there is some one (only one) handling all the customer inqueries on ebay.in

you must be having a truck load of work/emails to reply and dont have a better option than to copy/paste replies even before reading them.

I would like to pointout this method of your is just not good and will only discourage sellers/buyers to come and ask anything..

my past exp with eBay customer support is not a good one, they dont even know what they are replying to ?

I had asked for multiple ID for same SELLER and was said to wait for EXPRESS clearance from eBay. that was some 6 months ago and I still am not able to makeout what EXPRESS clearance means.
does it mean to wait forever....
I am not only loosing my bussiness but the interest on working with eBay.
all my plans have been on hold for such a long time than I dont even need to put them to pratice for being thrown out of eBay of no reason

please let me know your staff strength so than I would think before approaching customer support next time

Regards
Sanjay G
Manisha Diamond


[http://stores.ebay.in/Manisha-Diamond]

[sapana@ebay.com]

Hello Everybody,

A very warm welcome and thanks for joining us in this Open House discussion.

First of all let me introduce Vasundhara Bhonsle, head of Customer Support function in eBay India. Vasundhara has recently joined eBay, and is working to improve your satisfaction from Customer Support on eBay.

She will be here for next one hour to answer your concerns and questions related to Customer Suport. Please welcome Vasundhara on boards and do make the most of the next one hour.

Warm Regards
Sapana
eBay Community Development

[sapana@ebay.com]

Hi rob_singh2000,

Our apologies for the error in the date. Looks like my date sense has gone on a holiday :8}

We have made the requisite corrections.

Regards,
Sapana

[vasundhara@ebay.com]

Hi All,

This is the first time I am here and all excited to be able to interact with all of you directly.

My experience with eBay and its community has been completely unique and an eye opener. It is commendable how much effort and emotion has been invested in this platform to make it a success by all.

I am here for next one hour. Pls feel free to write in with your ideas / concerns.

Regards,
Vasundhara

[vasundhara@ebay.com]

Dear indconcepts,

Thanks for the warm welcome.

I will try to answer your “conceptual” question 🙂 in a summarized fashion.

How do we work: We are a team of a few people who concentrate on providing support to our community
We have 3 small teams:
Team 1: Responds to all mails and chats. We try and answer all chats that come in and answer all mails with 24 hrs of receiving them. You can chat with us Monday to Friday 9:30 to 6:30 and we answer mails 7 days a week. We name this team General Support

Team 2: is a small team that calls up members to remind them about paying their eBay invoices, which we call Billing Team.

Team 3: is the phone support team for Top sellers and Power sellers to service them and to help them develop their business on eBay. This team also has a Trust and Safety expert who tries and helps these set of sellers in completing their Trust and safety related procedures.




Team one tries to ensure prompt and correct responses to queries from both Sellers and Buyers.

We have satisfaction surveys that I am sure most of you have seen and utilized to give us feedback to improve. We also have our supervisors doing audits on the responses sent by the team. Therefore both satisfaction surveys and our audits help us to determine how accurately and appropriately are our members getting addressed. I will encourage you and other members to give us constant feedback via these satisfaction surveys.

We also have software which measures how much time we take in replying to each and every mail that we receive. This helps us ensure that all mails are responded to within 24-48 hours.

Speed and accuracy are measurable, hence training and improvement on the same is easier. However, as members have suggested, we need to do lot more work on customization of our mails, providing to the point answers and avoiding ‘cut and paste response’. We have already acknowledged this and most of our efforts our directed towards bringing this improvement. We are trying our best to match the expectations of the community and hopefully you will keep seeing improvements in this area.

I hope I have been able to answer your questions satisfactorily. I could not have asked for a better opening to the Open House today. Do keep the questions flowing, if any.

Thanks again,

Regards,
Vasundhara

[vasundhara@ebay.com]

Dear emailswarup,

First of all I would like to thank you for your appreciation and your expectations give us more confidence.
Where the idea of extending the lower limit for Paisa Pay verification might be a good idea, its significance and consequence can be best evaluated and explored by the PaisaPay team and I will surely pass on your thoughts to them.

Coming to your second point on providing Phone support: The thought behind this is that we are a net based business and therefore it just makes more sense to be available through the same channels as people do not need to go away from their Computers, or off eBay to contact eBay for help. Having said that we do realize that we may have to go down that path may be a little later as eBay India business grows. While we do not have plans in the near future, I will always keep this suggestion of yours in my mind for future exploration.
Thanks again for your Best Wishes.

Regards,
Vasundhara

[vasundhara@ebay.com]

Dear kaya_jewels,

I want to first of all thank you for your frank and heart felt feedback. I appreciate the efforts and the emotions that you and other members like you invest in eBay. In fact this is something that aspires us as a team to perform better.

I sincerely apologize that you have had to face all sorts of problems in dealing with the CS Team. I can only hope that all our responses going forward will be like your last interaction with us where you felt that we really cared.

Also, I understand that as a Power Seller your business needs are more advanced than a low volume seller, which is why we have assigned phone support for you. In case you have some emergency, we will encourage you to use the phone support.

I will also like to take this opportunity to walk you through a few operational aspect of Customer Support. We divide user questions into various buckets and based on that a Customer Support representative (CSR) tries to give appropriate answer to the member. Some buckets have standard questions and answers and therefore are easily answerable over phone or live chat. However some buckets have questions where answers can vary according to the seller’s profile. For questions such as these we need more time to research the member’s profile and base our answer accordingly. This takes some time, and if your question falls in this bucket, a CSR would requests you to email you the request.

We are continuously investing in training our teams better so that you have a better experience interacting with them

Having said the above, I also admit that there are lots of areas where we need to improve and while we are working on them, I will request your cooperation and understanding.


Lastly, I will repeat that we are committed to improve your satisfaction with eBay Customer Support and hopefully you will only see improvements going forward.

Thanks again. Hoping to convert your Hate into a smile. :-)

Regards,
Vasundhara

[vasundhara@ebay.com]

Dear Amitava123gems,

Thanks Amitava for your wishes and your blessings. God knows we need them all the time. 🙂
I agree with your point of view on personalization. It is a feedback that we have acknowledged as a tem and we are working towards it. Hope you will see more improvements in the near future.
I have already shared your suggestion on PaisaPay with the PaisaPay team.

Also, I have often seen you help other members on the boards and just wanted you to know that I really appreciate it. Members like you make Community boards a great place to be in.

Regards,
Vasundhara

[vasundhara@ebay.com]

Dear Skygiftworldwide,

Thank you for your feedback. We have recognized the need to not ask members for their concern when they come to chat with us for the same issue again. This has already gone as input into our training modules and I am sure that you will be able to see this in your next such interaction.
We actively try to do customization and personalization on all our chats and mails and I hope you will be able to experience positive changes over the next couple of months.

Regards,
Vasundhara

[vasundhara@ebay.com]

Dear Jagdeep_sona,

I am sorry for the inconvenience you and other members would face due to non availability of UTI bank. We are working closely with the bank and as soon as the problem is resolved we will update you and our other community members.

Regards,
Vasundhara