|Thu Jan 19 2017 12:57:32|
More eBay Users Seek Answers on Facebook and Twitter
By: Ina Steiner
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?