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Story by
bernsweeney,
CustomerCare,
stellaloella,
TechUpdates
Published on November 12, 2009 in Etsy News |
Photo by |
Etsy's Support Team is committed to providing the best possible service to the Etsy community. We are delighted to announce that we are launching a brand new Help section and a new set of internal tools for Etsy's Support Team.
As we have with other recent features, we are going to roll out use of the new Help system over the next few days instead of all at once. We appreciate your patience and participation as we get the new Help system up and running.
Here are the highlights:
Searchable Help. Wave goodbye to those long, clunky, list-style Help pages. For the first time, Etsy's Frequently Asked Questions knowledge base (FAQs) is searchable! View FAQs by topic on Help Home, or quickly find answers by searching for a keyword or phase.
Contact Etsy Support. The new Help site allows you to contact Etsy's Support Team via a web form, instead of leaving Etsy to use email. Super convenient! (Note: You must be signed in to your Etsy account to use this feature, and we're gradually rolling this out to members. Until you your account comes up in the queue, this section will direct to the old FAQ.)
Help History. You can view and update your questions to Etsy's Support Team — and see our responses — right from the Help site using the My Help History page. In addition, a copy of the response from Etsy's Support Team will be sent to the email address on file in Your Etsy > Account Info. (Note: You must be signed in to your Etsy account to access My Help History, and we're gradually rolling this out to members. Until you your account comes up in the queue, this section will direct to the old FAQ.)
Submit a Suggestion. Have an idea to make Etsy even better? Want to offer us your point of view about Etsy? Use this handy form to let us know. (Note: You can alternatively discuss your ideas with other members in the community Ideas Forum.)
Teach Etsy How to Help. The new Help site allows members to rate the helpfulness of each FAQ. This provides us with valuable information so we can continually improve our resources for you. The Help site "learns" which FAQs are the most popular and automatically keeps these near the top for easier access.
Better Admin Tools. Etsy's Support Team has a new set of internal tools that integrate directly with the Help site to better serve our community. Every message sent to Etsy's Support Team is read and responded to by a real person. This human touch is vital to provide personalized assistance to every member who needs help. As we ramp up to full speed with these new tools, we have the ever-present goal in mind of improving the quality and timeliness of our customer support.
You may notice this week that emails you receive from Etsy's Support Team will look a little different. You can now easily see both your question to Support and our reply as a discussion thread. In addition, you will receive a reference number for your issue to improve correspondence tracking.
If you've recently sent an email to Etsy's Support Team, don't worry! You do not need to resubmit your question through the new Help site. We will respond as usual. Currently, you can still contact Etsy's Support Team by email to support@etsy.com, abuse@etsy.com, billng@etsy.com or content@etsy.com. We will forward emails to these addresses into our new Help system. (Be sure to send your message from the email address on file in Your Etsy > Account Info.) Over time, we will phase out the use of these email addresses and transition to using the Contact Etsy Support web form to contact the different areas of Etsy's Support Team.
P.S. If you would like to receive breaking, vital Etsy news as it happens — delivered straight to your email inbox — then sign up for Etsy News Alerts emails. Read more about it here. Expect this as an Etsy Alert email in your inbox if you already subscribe to the list.
You can also get an RSS feed of all TechUpdates here.
| Tags | company, Customer Care, customer service, Etsy News, ETSY NEWS, FAQ, help, selling, site features, Support Team, Tech Update |
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bernsweeney
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CustomerCare
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stellaloella
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TechUpdates
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98 comments Login to add your own!
bylynnkrestel
heartsabustin
Very cool - looks like this will be very helpful. Thanks so much for updating on all the cool new things you guys are doing to make this a better community!
vivikas
That's great guys!
Thanks for your work on make things better for us, and to keep everyone always up to date. n_n
wiredoriginals
spacejam
peaseblossomstudio
I'm just here to say I love that print at the top! :-D
I kid I kid, thanks Etsy.
recycledwares
thanks for improving things for us. you always look out for our best interest.
olliegraphic
4TheSparrowsNest
Ooooh, fabulous help improvements! Wowzers, good stuff! :-D
QuiltFinger
YAY! I'm looking forward to searching next time I need help!
SecretLentil
oh thanks! Lauren promised me something was in the works and here it is. hurray!
BizzieLizzie
Oh, FANTASTIC!! I know this is going to be awesome for a lot of folks!!
theLowerEarSide
eyeful
JazzGreen
the new-style 'help' hub will be much appreciated - thank you for this development!
HomeStudio
PookieandPierre
Tias
ashleywhitejacobsen
emmasgems
JessicaPoundstone
SimpleJoysPaperie
sherrytruitt
concentric
Really good to know this aspect of Etsy is improving! Thankfully, I never had the need to contact support or abuse about a serious issue, but I read in the forums that people are tired of receiving form letters in response to serious questions. With Etsy growing so much, the human aspect in support and its smooth functioning are very important! Thank you for working hard to make it happen!
warmnfuzzies
LaveMeSoapCo
poppyswickedgarden
Fabulous! Thank you for continuing to improve everyone's ETSY Experience:)
birdie1
duckfoot
I am really happy to see that Etsy is focusing on communication between it's corporate identity and its audience. There has been a lot of concern lately about how to best get in touch with Etsy and this seems like a great example of how Etsy listened and then implemented. Congrats Etsy!
girltuesdayjewelry
Sounds great! All of my experiences with Etsy's support so far have been outstanding, so I can only imagine how good the 'improved' version will be!
stitchntyme
Love love love it! The help page is awesome and so helpful. Thanks!
theeye
suggestion: In the main forums, where the title is for the "Site Help" section... you guys should drop a link to this new help page.
squidart
PeoplesBankBuilding
tiemee
oldworldprimitives
perebags
letterhappy
candythomasgourdart
you guys just don't stop,thank you for all your efforts.
Xenotees
isewcute
rntn
worksandfinds
jenskelley
Morado
This is very helpful! I agree with Jenskelley...the illustration is absolutely darling!
pattihaskins
How do you find this brand new help section from anywhere else on the site? Do you have to go back to this article to get there?
rosebudshome
mojospastyle
thanks for featuring by green chiffon flower bag and thank you for making help easier on Etsy.
mojospastyle
thank you for making Etsy easier and thank you for featuring my green chiffon ruffle bag.
stellaloella
pattihaskins, we're slowly rolling it out for public use. The new Help site will be linked from the "Help" link in the top navigation on every page of Etsy.
pattihaskins
Ah, didn't realize that the linking was part of the slow roll out. Thanks for the answer.
VixVintage
EvenAndy
happyhound
oh, I am very hopeful this will lessen the deluge of questions in the forums!!
Art2ArtColorado
amamabear
underoakstudios
designlab443
eclipse
OMG I am so happy for everyone on the support team. I do CS myself and when I first joined Etsy I could not believe y'all were still using plain old email to handle your CS!
I promise, once you get used to the RightNow software, you will be so much more productive and have so much less frustration. You will be asking yourselves every day why you didn't switch over sooner.
Congratulations to the CS team!
(this will also be great for users but the staff benefits even more)
eclipse
The one thing I would suggest as you phase out the old email addresses, is to keep one active email (probably abuse) so that non-registered members can contact the site about abuse.
The ticket system requires you to be logged in so if you cannot access your account, let's say your account got hacked or accidentally closed, you need a way to contact help when you are not logged in.
IdaJefsen
1AEON
GreenMamba
Good, good news!
It's wonderful to see real evidence of improvements in Etsy's customer service.
OneClayBead
craftpile
MaryFosterCreative
Thanks for the improvements! Looking forward to trying it out.
NottyPooch
Sounds very good! Can't wait for this to roll out! - that is if I really need to contact. ;)
5gardenias
breadandroses2
NatureVisions
This will be so awesome for newbies! It should help so that the same questions aren't asked over and over in the forums. Cool:-)
vintagemaison
OneHeartJewelry
GoTo
capitolagirl
Excellent! I'm glad to see Etsy working on a resource like this for sellers.
ArtisticIntentions
tomatored
rkdsign88
Iammie
tanglesastangled
sakizome
whyte
uknowuneedanother
I just happened to send a letter to support BEFORE seeing the info for this. The initial response was MUCH CLEARER. I went to HELP. :) Figures, my topic area wasn't on the list, so I have to wait. BUT, I am very impressed with the improvements that I saw.
elanvitalanthology
Sometimes I wish there was a "Thank You Admin" category in Forums. This would definitely warrant a grateful new thread!
Grazie!
LustreBeads
shopgoodgrace
quiltingcafe
sharonclancydesigns
clevergirl
sage12888
CaptiveStudio
Hannahnunn
great stuff. Thanks...and thanks fpr using may lanterns too. x
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