Every eBay seller wants to make more money, but most limit themselves to things like expanding their inventory or cutting costs. They miss a simple strategy that can send their profits off the charts: delivering better customer service.
Even a few happier customers every month can make an enormous difference. Here’s one example of how:
The most obvious result of providing better customer service is getting more positive Feedback. A better Feedback score makes you look more trustworthy, resulting in more engagement (e.g. watches, bids or purchases) from people who click on your listings. That’s more money right away.
eBay has also stated that listings with more engagement get higher Best Match rankings. So suddenly, you appear higher in search results, meaning your listing gets seen and clicked on by more buyers. More money again!
That’s the most basic of the chain reactions it causes. As the infographic demonstrates, it can set off several other boosts, potentially resulting in higher visibility, lower fees, and more—all of which means more money.
But how do you improve your customer service on eBay? It all comes down to two things: replying faster and creating better replies.
One way to reply faster is to use more powerful customer service software that eBay offers, such as Zendesk or Freshdesk (which integrate with eBay through ChannelReply). Another option is to expand your hours of operation so you don’t leave customers waiting 12 hours or more for a response.
To create better replies, you generally need better training. Make sure you or your team know everything there is to know about your products, policies, and shipping partners. That way, you’ll be able to provide accurate info every time—and you’ll also reply faster!
Providing better customer service is never free. It requires an investment of time or money, or more often, both. But with how many ways it translates into more money on eBay, it’s totally worth it.