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Member Workshop: Avoid Holiday Headaches with Customer Support Tools-Nov 13
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Last Post Nov 13, 2007 2:02 PM by: deirdre@ebay.com
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deirdre@ebay.com
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Member Workshop: Avoid Holiday Headaches with Customer Support Tools-Nov 13

Oct 31, 2007 3:25 PM
Topic: Member Workshop: Avoid Holiday Headaches with Customer Support Tools

Host: hostedsupport
Date: Tuesday 11/13
Time: 1:00 p.m. to 2:00 p.m. Pacific time
Location: Workshop Board

Description: In this workshop, Steve Yeich, CEO of Certified Solution Provider HostedSupport will discuss how Sellers can avoid many of the headaches that arise during the peak holiday sales season by using customer support tools to automate tasks such as answering buyer email questions. Customer support tools can also help you avoid post-holiday headaches related to handling returns.

Cheers,

Deirdre
eBay Community Development
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Member Workshop: Avoid Holiday Headaches with Customer Support Tools-Nov 13

Nov 13, 2007 1:00 PM
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Cheers,

Deirdre
eBay Community Development
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Member Workshop: Avoid Holiday Headaches with Customer Support Tools-Nov 13

Nov 13, 2007 1:01 PM
Welcome and thanks for joining us today! We love workshops to be interactive, so please feel free to ask your questions that directly relate to this topic.
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Member Workshop: Avoid Holiday Headaches with Customer Support Tools-Nov 13

Nov 13, 2007 1:01 PM
Our eBay ID is hostedsupport and HostedSupport is an eBay Certified Solution Provider. We have been in business since 2003 and have an eBay Compatible Application that is built exclusively for eBay Sellers. I am very excited to share with you our experiences and knowledge regarding customer service, and how it can help you have more listings (and increase your revenue), without receiving an exponential increase in buyer email.
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Member Workshop: Avoid Holiday Headaches with Customer Support Tools-Nov 13

Nov 13, 2007 1:01 PM
This is especially important during the peak holiday selling season, as well as the post-holiday returns season. We’ll provide you with some easy tips and solutions designed to save you many hours of answering repetitive buyer questions, and give you more time to increase sales and revenue.
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Member Workshop: Avoid Holiday Headaches with Customer Support Tools-Nov 13

Nov 13, 2007 1:02 PM
The Internet, and in particular eBay, has changed the way people shop. Customers often want to buy products, obtain information, and receive real-time support anytime of the day or night. This has increased the demand for quality customer service, or as we call it, customer relationship management, or CRM for short.
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Member Workshop: Avoid Holiday Headaches with Customer Support Tools-Nov 13

Nov 13, 2007 1:02 PM
CRM is not new. Decades ago the corner shop would deliver groceries for free, and the owner greeted you by name when you walked in the door. Believe it or not, that’s CRM.
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Member Workshop: Avoid Holiday Headaches with Customer Support Tools-Nov 13

Nov 13, 2007 1:02 PM
Your eBay buyers are the same. They want to feel important, and have questions answered. If not, another seller is only a mouse click away. Not only do you want to keep this buyer, you want to attract more. The more buyers you attract, the more listings you can hold.
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Member Workshop: Avoid Holiday Headaches with Customer Support Tools-Nov 13

Nov 13, 2007 1:03 PM
However, buyers ask questions. The more listings you hold means more buyer questions. And many of these questions will probably be the same, over and over again.
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Member Workshop: Avoid Holiday Headaches with Customer Support Tools-Nov 13

Nov 13, 2007 1:03 PM
HostedSupport has talked with thousands of eBay sellers, and they’ve told us it’s the amount of buyer questions that often prevents them from increasing their listings. Not only is that a powerful statement, it also holds sellers back from growing their business and maximizing revenue. These sellers think they spend far too much time answering buyer questions, and they want to know how to manage it better while increasing sales.
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Member Workshop: Avoid Holiday Headaches with Customer Support Tools-Nov 13

Nov 13, 2007 1:04 PM
For example, if a listing generates an average of 5 buyer questions, and you have 50 listings, you’ll receive 250 buyer questions. If you had 100 listings, then you’d get 500 buyer questions. However, you may not be able to keep up. As a result, your sales don’t grow as high as they could if you had actually answered all your buyer questions. You may also not want to have 100 listings since you’ll spend too many hours answering those questions. What you need is a system that will allow you to have 100 listings, and keep you from getting buried in buyer email questions.
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Member Workshop: Avoid Holiday Headaches with Customer Support Tools-Nov 13

Nov 13, 2007 1:04 PM
Here are a few tips and solutions to help you with buyer question overload.
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Member Workshop: Avoid Holiday Headaches with Customer Support Tools-Nov 13

Nov 13, 2007 1:04 PM
We’ve talked with many eBay sellers who said, “If my buyers would just read the Description, I wouldn’t have to answer this question over and over again.”
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Member Workshop: Avoid Holiday Headaches with Customer Support Tools-Nov 13

Nov 13, 2007 1:04 PM
A proactive CRM system will help answer the repetitive buyer questions. Your Description may provide an answer, however it may be buried in the third paragraph. Put yourself in your buyer’s shoes. Would you really read five paragraphs of text unless you absolutely had to?
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Member Workshop: Avoid Holiday Headaches with Customer Support Tools-Nov 13

Nov 13, 2007 1:05 PM
One solution is to create an introduction sentence that lists the item’s most important features. For example, if you’re selling a living room lamp, the first sentence might be, “This navy blue lamp stands 24 inches tall, uses a three-way light bulb, and is only sold in sets of two.”
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