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Etsy to Offer 24/7 Phone Support Next Year

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Etsy logoEtsy CEO Josh Silverman said the company has been investing in customer service and announced it has just expanded phone support hours. For years users have urged the marketplace to provide phone support especially in cases involving payments and disbursements, as well as to enable sellers to report cases of glitches and fraud.

Etsy introduced limited phone support in 2013, and Silverman told sellers this week he was committed to delivering world-class support – including realtime access to help by phone or live chat.

Silverman was participating in a Q&A chat session when he made the following remarks:

“Over the past few months we have been making investments to significantly expand access to more support channels, and these investments are already starting to bear fruit. We introduced English-language phone support back in 2013, and I’m excited to say we just expanded it to 24-hours, five days a week. That’s in addition to the phone support we offer on Saturday and Sunday between 8am and 6pm US ET. (To request phone support, visit www.etsy.com/help/contact.)

“We’re getting ready to move to full 24/7 phone support early next year. We’ll also experiment with new support channels in 2018. For instance, you may see new offerings like live chat as we work to bring you new ways to get help. We’ll also make it easier to quickly and easily find the answers you need on your own, if you prefer.”

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Ina Steiner is co-founder and Editor of EcommerceBytes and has been reporting on ecommerce since 1999. Author of Turn eBay Data into Dollars (McGraw-Hill 2006). Send news tips to ina@ecommercebytes.com.

2 thoughts on “Etsy to Offer 24/7 Phone Support Next Year”

  1. Great idea Josh. So: “Questions On The Mind Of Exsians Who Want To Know”

    1) Can you please fix search? It doesn’t work, and you know it.
    2) Can we have a few thousand more categories?
    3) Can we have more store departments?
    4) Can we have more payment choices?

    5) Can we go back to only True Handmade, in Handmade?
    6) Can we go back to only True Vintage, in Vintage?
    7) Can we go back to no Resellers anywhere?
    8) If you grant us #5 — #7, will you investigate the LIARS and CHEATS this time?

    WHAT??? You can’t fix #1 — #8 above? So Then Why Would I EVER Call You? Then there’s no reason to “Be A Member Of Exsy” at all. It’s a marketplace for FAKES (foreign & domestic) , RESELLERS, KNOCKOFFS, and IMHO, probably a lot of merchandise made in unregulated tragic slave labor factories. NOT a marketplace for my TRUE Handmade, Antique, and Vintage merchandise.

    BUT, I would like to be a CSR for you. I believe I can answer the MOST POPULAR question your shiny new Retro Phone system will have….. (Do I get to work on the roof in the summer, using my IPhone, and FAKE Exsy IPhone Case that came in only 30 days from far away?) So, Here’s the single most asked Customer Service question:
    9) Why don’t I have any sales / sales anymore? (Answer: See #1 — #8 above)

  2. That is laughable. When you need help you have to go through a list of drop down menus then click to contact them and request a phone call. then they email you with some random, boiler-plate message that they send to everyone. Etsy’s seller services are an absolute joke.

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