Etsy 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.”