Are Sellers Getting the Support Etsy Promised When It Raised Fees? - EcommerceBytes
Quick Read
Two weeks ago, Etsy announced it was providing 24/7 live chat support for sellers as long as they had at least one sale and no policy violations.
But some sellers reported in the week that followed that they didn’t have access to live chat despite meeting the eligibility criteria.
” In responding to the seller on August 31st, an Etsy moderator said offering live chat to Star Sellers in their dashboards was just a test.
Etsy CEO Josh Silverman said in February that the higher fees would allow it to improve support: “We’ll grow our support team by more than 20% this year so you can get help more quickly and easily, including faster email responses, expanded access to live chat, and prioritization of your most urgent requests.
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Some sellers were concerned that Etsy said it would not provide live chat support (and other features) to sellers who had policy violations.
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The August 23rd announcement said live chat was just one area Etsy was working to improve.
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Providing additional support channels (text support, WhatsApp support, social support)
Expanding phone to 24/7
More opportunities to give us feedback
Shorter wait times
More education on seller tools
Other
Feel free to leave comments about whether you’ve seen improvements in Etsy customer support, including whether you have access to live chat (and where), and what you’d like to see Etsy invest in to make your shop more successful.
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