Ina Steiner EcommerceBytes Blog
News and insight focusing on ecommerce.
by Ina Steiner, Editor of EcommerceBytes.com
Thu Jan 19 2017 12:57:32

More eBay Users Seek Answers on Facebook and Twitter

By: Ina Steiner

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eBay saw a 20% increase in customer service inquiries on Facebook and Twitter, according to an eBay manager in an interview on a site called Social Media Today. 

But is eBay providing 20% more answers on those venues?

Dallen McKee, eBay's Global Social Media Customer Care Team Leader, told the podcast interviewer that eBay's product and tech teams have come to believe that social feedback is more immediate than "sifting through phone call records."

"They come to us to say, "Hey we're launching a product, can you get X amount of headcount positions to search for this feedback as it comes in, get it real-time, and we'll make changes on the fly." And that's the culture we've started to create here within eBay."

But as many users know, it's not difficult to find immediate reaction from buyers and sellers when a marketplace is rolling out changes - eBay's own discussion boards provide a treasure trove of information about the user experience.

What resources do you use to find answers and provide feedback to eBay? And which methods are effective?




Comments (17) | Leave Comment | Permalink

Readers Comments

Perminate Link for More eBay Users Seek Answers on Facebook and Twitter   More eBay Users Seek Answers on Facebook and Twitter

by: RL15 This user has validated their user name.

Thu Jan 19 14:24:38 2017

The only time I go to the fleabay Facebook page is to call them out about the stupidity of their customer service. Surprisingly, they do ask for more details to be sent to them, and even more surprisingly they seem to get the issue resolved.

Perminate Link for More eBay Users Seek Answers on Facebook and Twitter   More eBay Users Seek Answers on Facebook and Twitter

This user has validated their user name. by: The End

Thu Jan 19 16:04:29 2017

None of this matters.
Lower the take rate, increase the number of people listing kool stuff.
Let 'em pay WITHOUT PayPal.
Increase activity.
That's all that matters.

Perminate Link for More eBay Users Seek Answers on Facebook and Twitter   More eBay Users Seek Answers on Facebook and Twitter

by: Snapped This user has validated their user name.

Thu Jan 19 17:55:56 2017

More 'immediate' than a person to person phone call?  Perhaps if they put empowered, knowledgable folks on the other end, they wouldn't have to 'work' so hard (gasp!) sifting.

In the meantime, we have:

This blog.

Ther own discussion boards.  Even 'special' discussion boards manned by sycophants.

Their own surveys.

Their own CS.

Numerous solicitations to specifically provide 'feedback' (e.g., ''Tell Us What You Think'').

And an uncountable barrage of responses for each time they ''made changes on the fly'' - as opposed to carefully considering potentially adverse impacts and comprehensively testing them before unleashing them on their unsuspecting customers.

And eBay's ONLY response to any of that for YEARS?  

The 'twits' called it ''noise'', right to our 'faces', and ignored it.  







Perminate Link for More eBay Users Seek Answers on Facebook and Twitter   More eBay Users Seek Answers on Facebook and Twitter

by: FeelingFroggy This user has validated their user name.

Thu Jan 19 19:01:13 2017

Never discussion boards. The people on them declare that they know everything and if you even question them you are bullied into leaving.

In the long run most of the people on the discussion boards know even less that customer service which is really funny,

Perminate Link for More eBay Users Seek Answers on Facebook and Twitter   More eBay Users Seek Answers on Facebook and Twitter

This user has validated their user name. by: bitbybit

Fri Jan 20 00:10:28 2017

"...get it real-time, and we'll make changes on the fly..."

And this is how mistakes are made. Can be quite costly too. Always in a hurry but going nowhere fast. Ebay trying to pinch pennies while losing millions. If they did things right in the first place, eBay wouldn't be in such a mess. Now they are resorting to working "off the cuff".

Perminate Link for More eBay Users Seek Answers on Facebook and Twitter   More eBay Users Seek Answers on Facebook and Twitter

by: EbayerAmazons Corner This user has validated their user name.

Fri Jan 20 03:05:00 2017

I used Facebook this week out of total frustration because the Customer Service team,Accounts team could not solve a problem that had lasted for nearly 2 months after spending hours on the phone at my cost.I was able to get a proper answer from Facebook and promptly not waiting for phone calls and emails that never came, from customer representatives.I am now looking to join other eCommerce platforms  as I feel I am running on a Hamster Wheel on eBay and not getting anywhere.

Perminate Link for More eBay Users Seek Answers on Facebook and Twitter   More eBay Users Seek Answers on Facebook and Twitter

by: Chicago48 This user has validated their user name.

Fri Jan 20 07:01:35 2017

I always call.  Never email.  Or I go to the community forums.  I don't use FB or Twitter, esp. not to find CS solutions.

Perminate Link for More eBay Users Seek Answers on Facebook and Twitter   More eBay Users Seek Answers on Facebook and Twitter

This user has validated their user name. by: VV

Fri Jan 20 07:03:21 2017

WHY, WHY, WHY can you not email ebay support?  If it isn't written it didn't happen.  Now they want me to go to another company's site to ask questions to them?  I do not have FB or twitter. Do not want them.

Perminate Link for More eBay Users Seek Answers on Facebook and Twitter   More eBay Users Seek Answers on Facebook and Twitter

by: Barbbie This user has validated their user name.

Fri Jan 20 08:33:33 2017

I am skeptical of these claims.

If there are actual answers and solutions to real problems on these sites, then it may only be because others can see it.  And perhaps the issues are not real ebay problems with tech and maybe those being "helped" do not actually understand that ebay CS lie a lot and know almost nothing. It is easy to just believe some of the stories they tell if you do not know any better. I am still waiting for 90% of the "fixes" whether monetary or otherwise they have promised me over the years. If it is not done while you are on the phone, it will never happen. If it has to go up the chain to someone else, it will never happen.

Kind of thinking more skilled ebay writers are just fooling newbies or those issues are just simple knowledge questions.

Perminate Link for More eBay Users Seek Answers on Facebook and Twitter   More eBay Users Seek Answers on Facebook and Twitter

This user has validated their user name. by: toolguy

Fri Jan 20 09:28:42 2017

GREAT NEWS!

Another source for eBay Customer Service, not that I need any but if I do I know where to go. . .

Perminate Link for More eBay Users Seek Answers on Facebook and Twitter   More eBay Users Seek Answers on Facebook and Twitter

by: lessthanthreerecords This user has validated their user name.
Web Site

Fri Jan 20 11:36:45 2017

I use Facebook frequently to contact eBay, and I get an answer much quicker than waiting on hold on the phone.  Granted, it's usually an answer that doesn't really resolve anything, but the same can be said for the answer I get by phone, so at least I didn't waste as much time.

Perminate Link for More eBay Users Seek Answers on Facebook and Twitter   More eBay Users Seek Answers on Facebook and Twitter

This user has validated their user name. by: bitbybit

Fri Jan 20 16:34:02 2017

How real helpful can they possibly be? They are answering questions while playing Candy Crush.

Perminate Link for More eBay Users Seek Answers on Facebook and Twitter   More eBay Users Seek Answers on Facebook and Twitter

by: Volvo351 This user has validated their user name.

Sat Jan 21 08:24:13 2017

The End, Snapped, and FeelingFroggy basically covered the topic in the 1st three posts.

Perminate Link for More eBay Users Seek Answers on Facebook and Twitter   More eBay Users Seek Answers on Facebook and Twitter

by: pace306 This user has validated their user name.

Sun Jan 22 09:37:36 2017

Facebook? REALLY? Is everyone a 16yr old girl showing off their new tattoo?

Calling eBay produces (9x out of 10) the WRONG results, eBay hides its poor performance record online (fake news of how solid its online presence is), Heidi and the other Lithium workers/in-jesters create their own interpretations when asked on eBays own boards (they contradict the BLACK N WHITE rules "just cause") ... so people who pay for eBays services who need real answers should fight for an answer on Facebook?


No wonder they are in trouble.  

Perminate Link for More eBay Users Seek Answers on Facebook and Twitter   More eBay Users Seek Answers on Facebook and Twitter

This user has validated their user name. by: toolguy

Sun Jan 22 11:26:19 2017

@ pace 306

"No wonder they are in trouble."

Who says eBay is in trouble? YOU

As far as I can see it's eBay business as usual.

I'm selling and buying like it was 1999

Perminate Link for More eBay Users Seek Answers on Facebook and Twitter   More eBay Users Seek Answers on Facebook and Twitter

by: Mongoose This user has validated their user name.

Sun Jan 22 21:04:56 2017

@tool guy,

Don't you get paid enough posting on the forums that you don't need to do it here?

Perminate Link for More eBay Users Seek Answers on Facebook and Twitter   More eBay Users Seek Answers on Facebook and Twitter

This user has validated their user name. by: Jono

Wed Jan 25 13:50:36 2017

I have just been told by a Philippines based so called seller support "supervisor" that they are fire walled against giving support on eBay guides & that I should keep phoning until I get a support rep in Ireland! As a business seller I don't have time to redial & go through their torturous cack handed system for hours until I get Irish support. It is bloody ludicrous that they would come up with such a ridiculous suggestion. eBay really is making a mockery of their own DSR ratings by employing under trained support agents who are so bad that they can't understand basic support questions & on most occasions reply with an answer to a question you have not even asked! They are an absolute liability. Where is so called Top Rated Seller Support now? It is blatantly obvious by the lack of those "How do you rate your rep" emails, that eBay know full well Philippines support is sub standard as it's best & totally infuriating at it's worst. It's like shovelling smoke with a pitchfork in the wind. By their own feedback system I rate eBay Philippines based support Negative with less than one DSR star out of five! Utterly useless!



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