eBay Retools, Puts Customer Atop Priorities

Online auction giant eBay has recently taken measures to respond to customer needs. In addition to improving their search capabilities, they've hired a larger team to handle user feedback, and - even more impressive - they've started to react to user feedback more rapidly.

To improve search capabilities, they are apparently taken more into consideration when they rank results. In the past, results were returned in a chronological format, with auctions due to expire soon shown first. Now, the quality of the seller, free shipping offers, and other factors that seem to make auctions more appealing to users are ranked higher.

As for improved customer service, the details are less clear. But the team has grown, and the software development cycle has customer suggestions reflecting quickly in the software. In addition to faster response, eBay also has opened up a phone-based customer care line for its top sellers and buyers. The availability of this support seems to grow with time, and, likewise, our liking for this dotcom veteran is starting to grow over time.

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Posted by GetHuman on Mon, 19 Oct 2009 7:43am