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| Grow Your Business |
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| Repetitive buyer e-mails and questions can sometimes bog a company down. eBay sellers may risk losing a sale if they take too long to respond to customer queries. Without the infrastructure that HostedSupport provides, sellers spend too much time on problem ticketing, repetitive questions, damaged goods and Web site issues. |
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| Solution: Customer Support Tools |
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Jerad Schempp, CEO of HostedSupport, knew his company was addressing a widespread need when it launched its customer care service in 2004. “Our clients tell us they now spend an average of 50% less time handling repetitive buyer e-mails and questions,” says Schempp.
HostedSupport’s eBay application, called ezSupport for eBay, lets sellers customize the eBay FAQs page for individual listings which is integrated directly into eBay’s “Ask Seller a Question” link. This function allows buyers to type in a question into the FAQ search box and gets them an answer on the spot. For example, if a buyer is looking at a cell phone battery listing, they can type into the FAQ search box "What happens if this battery doesn't fit my cell phone?" then a customized message might respond "Cell phone batteries may be returned if you contact us within seven days of receipt.”
The ezSupport for eBay application also helps sellers manage buyer e-mails by consolidating communication to one location. As soon as the buyer’s e-mail arrives, the question is matched with the correct answer from inside the eBay database, and then an automated response goes directly to the buyer’s e-mail account. “Buyers whose questions are answered immediately are likely to bid immediately. If the buyer gets a quick response, they have confidence that the seller is well-organized. This helps build a trust relationship,” says Schempp. More than 3,000 merchants pay only $19.95 per month for the service. |
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The HostedSupport ezSupport for eBay application can be found on the eBay Certified Providers page. With the ezSupport expansion modules, sellers can customize and increase the power of their account by adding features such as managing merchandise returns, tracking customer returns and orders sent via FedEx, USPS and UPS. Sellers can also choose the chat option so customers and support reps can directly communicate 24 hours a day. “Getting customers’ questions answered within 10 minutes has helped sellers boost their sales by 25% and brings them more positive feedback scores,” Schempp says.
Additional features, including returns management, shipment tracking and ticketing modules, will be available in ezSupport for eBay in Fall 2009. "We really enjoy working with the eBay team. They’re a great bunch of professionals who we’re always able to contact with questions, needs and suggestions," says Schempp. |
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| Testimonals |
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 ezSupport for eBay has significantly reduced the number of customer e-mails we need to handle manually. We are now able to respond to our customers faster and we’ve increased our positive feedback on eBay. We’ve also centralized our
e-mail in one, easy-to-use system, which makes it easier for us to
get the job done.  |
– mobilepc
MobilePC
Seller of mobile computers |
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| Getting everything into a ticket system like ezSupport allows me to measure my answer/response time. I can immediately fix any holes in communication with our buyers and it increases the efficiency of my operation. |
– trainz
Trainz
Seller of model trains
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