Customer Service
Learn all about customer service issues impacting ecommerce marketplace sellers.
eBay's "Phenomenal" Customer Experience: Who Are They Trying To Convince? Paid Members Public
eBay VP Derek Allgood interview spills secret to "phenomenal" customer experience, raising questions about AI, automation & employee morale.
eBay VP Derek Allgood Touts "People-Centric" Customer Service On Forrester CX Cast Paid Members Public
eBay VP Global Customer Experience Derek Allgood stopped by CX Cast to discuss people-centric service - a concept many believe eBay has strayed away from with AI & automation.
eBay Pill Press AI Dragnet Permanently Suspends 20 Year Seller In Error Paid Members Public
Longtime eBay seller cries for help after frustrating attempts to appeal AI bot suspension for selling 100+ year old item that tripped keyword triggers.
eBay Tests New "Have Us Call You" Support Option; Sellers Worry They May Be Talking To AI Paid Members Public
eBay tests new "have us call you" customer service option - will it give sellers easier access to human support or shuffle users to AI?
eBay Support Snafu Sends Sellers In Automated AI Circles Paid Members Public
eBay sellers report trouble getting through to customer support, being sent around in AI automated circles due to apparent call "routing issues".
Jewelers Of America Strikes Deal With eBay For Special Concierge Support Access Paid Members Public
Jewelers of America inks deal granting members special access to eBay Concierge Support with dedicated reps, short wait times & exclusive perks.
eBay Touts AI & C2C Pivot At Morgan Stanley Technology, Media & Telecom Conference Paid Members Public
eBay CEO Jamie Iannone & CFO Steve Priest put in appearance at Morgan Stanley conference, answering questions about AI, C2C pivot & more!
Content Creator To AI Architect: The Changing Face Of eBay Customer Experience Paid Members Public
Recent eBay promotions & title changes reveal increasing importance of AI & the changing face of Global Customer Experience at the company.
Communication Breakdown: eBay Sellers In The Dark About Updates & Community Events Paid Members Public
eBay sellers frustrated with lack of communication as they are left in the dark about critical business impacting updates & community events.
eBay Layoffs Loom Large, Sellers Worry Support May Be Replaced By AI Paid Members Public
As eBay undertakes layoffs, users worry about increasing use of AI for critical support, trust & safety functions previously handled by humans.
16,000 Shopify Plus Merchants Set To Lose Dedicated Support Paid Members Public
Leaked email shows Shopify is cutting dedicated support for ~16,000 Shopify Plus merchants as cost cutting continues.
Are eBay Anchor & Enterprise Stores Not Getting Support They Pay For? Paid Members Public
eBay Anchor & Enterprise sellers question value of store subscription as dedicated support increasingly difficult to access.
The $12 Million Question: What Happened to eBay Phone Support? Paid Members Public
eBay reports $12 Million in increased customer service costs while sellers struggle to get phone support - is AI taking over?
eBay Has A New Head Of Customer Service Experience - Again Paid Members Public
Ty Baker is eBay's new Header of Customer Service after Nancy Vega departed the company last month.
Shopify Outsources Support After Layoffs Paid Members Public
After laying off 1000 employees in July, Shopify is filling in the gaps with outsourced support from TaskUs.
Etsy Says Support Has Expanded, But Sellers Aren't Seeing It Paid Members Public
Etsy announces 24/7 chat support for sellers with no policy violations, but some question how violations are defined.
Open Letter: eBay Customer Service & Seller Engagement Failure Paid Members Public
Open letter from a seller to eBay management about failures in customer service & seller engagement.
Will eBay's New Social Media Hire Improve Seller Engagement? Paid Members Public
eBay has a new social media manager - what could it mean for seller engagement & social commerce efforts?
