Etsy began offering limited phone support in November, and during its Town Hall Meeting in January, said it would make it easier to get help when users needed it. The company recently released statistics on its progress.
Out of the 7,831 calls, 92% of customers who agreed to take a survey said they were Satisfied or Very Satisfied with the service they had received over the phone.
Etsy’s goal was to respond to a member’s phone request within 10 minutes of it being submitted. 78% of calls were made within 10 minutes, with an average response time of 7 minutes, 28 seconds.
Etsy first began offering phone support for questions about Direct Checkout or suspended accounts. Since then, it added support for billing, refunds and cancellations, general account questions, and for buyers that need to be directed to a specific seller. It also supports buyers or sellers involved in a case.
In total, phone support coverage represents about 30% of the topics in Etsy’s Help Center.
In the near future, Etsy will add phone support for general listing questions and questions about Reviews. And later this year, it will launch inbound phone support with a phone number so users can call Etsy Support directly.