Member Workshop: Getting Real Value from Customer Support - Sept 11 in Community Help Boards in Community

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Last Post Sep 11, 2007 2:00 PM by: hostedsupport

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Member Workshop: Getting Real Value from Customer Support - Sept 11

Aug 31, 2007 12:19 PM

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Topic: Member Workshop: Getting Real Value from Customer Support—Real eBay Seller Case Studies

Host: hostedsupport
Date: Tuesday 09/11
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 present case studies of eBay sellers who have increased sales by implementing a customer support system. Learn from the real-world examples that will show how others have succeeded and increased sales.

Cheers,

Deirdre
eBay Community Development

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Member Workshop: Getting Real Value from Customer Support - Sept 11

Sep 11, 2007 12:51 PM

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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.

Added note: If you click on the "Watch this discussion" link, you will receive an email each time someone posts to the workshop.

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A from our Legal Department: The statements and opinions made in this discussion board are those of the workshop host only and do not reflect eBay policy or eBay's opinion with respect to such statements.

Cheers,

Deirdre
eBay Community Development

Member Workshop: Getting Real Value from Customer Support - Sept 11

Sep 11, 2007 12:56 PM

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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.

Good morning everyone and welcome to our Customer Service management workshop!

Member Workshop: Getting Real Value from Customer Support - Sept 11

Sep 11, 2007 12:57 PM

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Our eBay ID is hostedsupport and HostedSupport is an eBay Certified Solution Provider. We have been in business since 2000 and have an eBay Compatible Application that is exclusive to eBay. 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. 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. We will also share some of the actual results that eBay Sellers have achieved, including increasing their sales, lowering their costs, and having more happy buyers.

Member Workshop: Getting Real Value from Customer Support - Sept 11

Sep 11, 2007 12:57 PM

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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.

Member Workshop: Getting Real Value from Customer Support - Sept 11

Sep 11, 2007 12:58 PM

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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.

Your eBay buyers are the same. They wanted 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 you listings you can hold.

Member Workshop: Getting Real Value from Customer Support - Sept 11

Sep 11, 2007 12:58 PM

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However, buyers ask questions. The more listings you hold means more buyer questions. And these questions will probably be the same, over and over again.

HostedSupport has talked with hundreds of eBay sellers, and they’ve told us it’s the amount of buyer questions that 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.

Member Workshop: Getting Real Value from Customer Support - Sept 11

Sep 11, 2007 12:58 PM

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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. 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 questions.

Member Workshop: Getting Real Value from Customer Support - Sept 11

Sep 11, 2007 12:59 PM

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Good Morning,

I don't have a question yet I am waiting for the
session to begin, so I can adsorb as much quality
knowledge as possible.

Thanks,

Fonda, I Rest My Stress

Member Workshop: Getting Real Value from Customer Support - Sept 11

Sep 11, 2007 12:59 PM

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Here’s a few tips and solutions to help you with buyer question overload.

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.”

Member Workshop: Getting Real Value from Customer Support - Sept 11

Sep 11, 2007 12:59 PM

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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?

Member Workshop: Getting Real Value from Customer Support - Sept 11

Sep 11, 2007 1:00 PM

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Hi yourwealthymind. Just let me know if you have any questions.

Member Workshop: Getting Real Value from Customer Support - Sept 11

Sep 11, 2007 1:00 PM

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Hi yourwealthymind:

We're posting the workshop material now. Please read through the content. Let us know if you have any questions.

Thanks,

Deirdre
eBay Community Development

Member Workshop: Getting Real Value from Customer Support - Sept 11

Sep 11, 2007 1:00 PM

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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.”

This would avoid questions such as, “How tall is it?” Does it take a three-way bulb?” and “Can I buy just one lamp?”

Member Workshop: Getting Real Value from Customer Support - Sept 11

Sep 11, 2007 1:01 PM

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The more detailed information you can include in this introduction sentence, the fewer buyer questions you’ll have to answer.

You can also divide the description into labeled paragraphs, such as color, height, weight, etc. This will make it easy for buyers to navigate through the description and quickly find the information they want.

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