eBay are surveying sellers to ask how they’d like eBay support to be shaped in the future. Questions included how important would 24 hour telephone support be to you and how would you feel if eBay scrapped email support.
The survey also covers topics like better email support so that you could send screen shots instead of purely text based emails. Another option would be a mobile app to allow you to communicate with eBay from your mobile phone – this could be either text based or even an app which initiated a call which would be billed as normal minutes through your network provider.
In the survey eBay invite opinions on wait times for phone calls – would you prefer to go straight through to a customer service rep who might not be best placed to help and have to transfer your call, or is answering some basic automated questions to route your call a better option? Are you happy holding for a customer support rep and would you prefer to be told an expected wait time or perhaps schedule a call back when the rep best placed to help you is available? Are you happy with the current support hours or do you consider it essential to have 24 hour access by telephone?
eBay also asks about Facebook and Twitter – would you like to be able to contact eBay support through social media tools? I have to say I’m ambivalent about this, I’ve seen more companies being proactive to customer complaints on social media platforms than I have seen using social media as first line customer support. After all if you can access Facebook or Twitter surely you could just as easily access eBay or email?
I’ve heard a lot of complaints about eBay customer support over the years, but the complaints have normally centred around inconsistencies between support reps than the manner in which eBay users contact support. Does it really matter whether you can telephone eBay 24/7 or is it more important to route your call to a knowledgeable support rep who can assist you, and regardless of which rep you’re connected that the support and resolutions offered are consistent?