Jan 17 2017 31 mins
eBay, the online marketplace, is in a unique position: It sells billions of dollars of merchandise each year, but none of it is their own. So when customers reach out on social media, they are either buyers or sellers on the platform, and eBay stands in the middle.
“We can't be too biased on the buyer side and we can't be too heavy on the seller side,” says Dallen McKee, Global Social Media Customer Care Team Leader at eBay. “We have to create a good experience for both.”
Here are the key moments in the episode and where to find them:
1:36 Dallen shares eBay’s core philosophy toward social customer care
4:40 How eBay gains product insights from social media listening
8:36 How customer feedback has become ingrained into eBay’s culture
12:56 Balancing the need of eBay’s buyers and sellers in social media
17:26 Dallen describes the new eBay ShopBot on Facebook Messenger
18:25 How eBay decides which platforms to be on from a social care perspective
22:13 The sales pitch to executives about increasing customer service volume in social media
27:21 Dallen’s top learnings from working in social customer care
“We can't be too biased on the buyer side and we can't be too heavy on the seller side,” says Dallen McKee, Global Social Media Customer Care Team Leader at eBay. “We have to create a good experience for both.”
Here are the key moments in the episode and where to find them:
1:36 Dallen shares eBay’s core philosophy toward social customer care
4:40 How eBay gains product insights from social media listening
8:36 How customer feedback has become ingrained into eBay’s culture
12:56 Balancing the need of eBay’s buyers and sellers in social media
17:26 Dallen describes the new eBay ShopBot on Facebook Messenger
18:25 How eBay decides which platforms to be on from a social care perspective
22:13 The sales pitch to executives about increasing customer service volume in social media
27:21 Dallen’s top learnings from working in social customer care