eBayThe customer this was delivered for.Reduced Support Costs Across 190 Markets and 100+ Seller Inquiry Topics
Key results
- 190 markets supported
- 1.5 billion live listings supported
- 25 million Sellers supported
eBay operated across around 190 markets with 1.5 billion live listings and 25 million Sellers. Supporting so many Sellers across so many countries made it difficult to keep them effective and satisfied. eBay needed to scale Seller engagement without sacrificing service quality. During COVID-19, eBay also wanted to better support its top-performing Seller community through a challenging economic period. eBay went live with a tech solution in May 2020 that connected experienced Sellers with those seeking help. Top-ranked Sellers were recruited into a Seller Expert team to provide peer-to-peer guidance and coaching to improve marketplace performance. Seller questions across 100+ subjects—including listings, fees, shipping, returns, and payments—were routed to more experienced Sellers. This approach also deflected inquiries away from traditional support so those teams could focus on other value-adding work. eBay reduced cost per case and lowered its re-contact rate compared to in-house and outsourced operations. The program delivered consistently high CSAT scores. The work won the 'Best Customer Engagement Initiative' award at the ECCCSAs. The peer-to-peer model provided first-hand advice and empathy that traditional support often struggled to match.
Limitless GigCX