Hi, I am Vasundhara Bhonsle, Head - Customer support, and I invite you to join me for Open House Discussion on eBay Customer Support. Last time we met, you told me about many areas that required improvements in eBay’s Customer Support team. Since then, based on your feedback via CS satisfaction surveys, Discussion boards and Top User meets, we have introduced various changes to the Customer Support team to deliver improved service to you. Some of those key changes are:
1.
PaisaPay Phone Support – few weeks back we launched ‘PaisaPay Phone Support’ to support any PaisaPay related query of our users. In the past 25 days, we have already serviced close to 500 users and are encouraged by the feedback received by members on the same. If you had had an opportunity to use the service, do let us know what you feel about the service.
2.
New Chat tool – In the month of June we launched a new chat tool that allows us to deliver faster service to even users on dial up connection. The tool also helps in increasing the efficiency by which a CSR can respond to a user.
3.
Faster access to Customer Support – We introduced the contact us link in the new eBay header. Now, you can access us from almost any page on the site.
4.
Pro-active outreach to members with Disputes – As Sharat Digumarti had announced some time back, we started calling out buyers who had filed a dispute. In this call we explained to the users the process of managing disputes and buyer protection. This has helped us improve the buyer experience on the site, thereby ensuring that those buyers continue to enjoy their stay on eBay.
5.
Investment in training of a Customer Support representative (CSR) – Another important investment for long term development is the higher than ever focus on training and improvement of our teams. While this is not directly visible to you, whenever you are satisfied by the interaction with Customer Service, it is curtsey the training that the CSR has received.
Having said the above, I also believe that we still have a long way to go to deliver on the high expectations of our members. On Thursday, Aug 30 from 4 -5 PM, I shall be available on this thread to hear and understand your requirements such that we can bring further improvements in the Customer Support team.
All compliments and complaints are welcome. However, I will request you to share your views on strengths and weaknesses of eBay Customer Support. In case you have a specific complaint that was not addressed by Customer Support team, then do write in to vasundhara@ebay.com. I will get my team to look into the specific issue.
Regards,
Vasundhara
Regards,
Vasundhara