Shop Etsy

Customer Care: Improving Etsy Support

Nov 12, 2009

by Lauren Engelhardt

Etsy.com handmade and vintage goods

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 inboxthen 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.

103 comments

  • bylynnkrestel

    bylynnkrestel said 7 years ago

    cool! sounds good! thanks etsy!

  • heartsabustin

    heartsabustin said 7 years ago

    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!

  • theeye

    theeye said 7 years ago

    wonderful...!

  • vivikas

    vivikas said 7 years ago

    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

    wiredoriginals said 7 years ago

    Thanks a bunch!

  • spacejam

    spacejam said 7 years ago

    sounds good

  • peaseblossomstudio

    peaseblossomstudio said 7 years ago

    I'm just here to say I love that print at the top! :-D I kid I kid, thanks Etsy.

  • recycledwares

    recycledwares said 7 years ago

    thanks for improving things for us. you always look out for our best interest.

  • olliegraphic

    olliegraphic said 7 years ago

    Helpful - thanks!

  • 4TheSparrowsNest

    4TheSparrowsNest said 7 years ago

    Ooooh, fabulous help improvements! Wowzers, good stuff! :-D

  • QuiltFinger

    QuiltFinger said 7 years ago

    YAY! I'm looking forward to searching next time I need help!

  • SecretLentil

    SecretLentil said 7 years ago

    oh thanks! Lauren promised me something was in the works and here it is. hurray!

  • BizzieLizzie

    BizzieLizzie said 7 years ago

    Oh, FANTASTIC!! I know this is going to be awesome for a lot of folks!!

  • theLowerEarSide

    theLowerEarSide said 7 years ago

    sounds great!

  • eyeful

    eyeful said 7 years ago

    Yay! Sounds great! :)

  • JazzGreen

    JazzGreen said 7 years ago

    the new-style 'help' hub will be much appreciated - thank you for this development!

  • HomeStudio

    HomeStudio said 7 years ago

    Thank you!

  • PookieandPierre

    PookieandPierre said 7 years ago

    Sounds great! Thank you!!

  • Tias

    Tias said 7 years ago

    Wow Etsy, you're going to spoil us! thanks x

  • ashleywhitejacobsen

    ashleywhitejacobsen said 7 years ago

    :) Great Job! Thanks

  • emmasgems

    emmasgems said 7 years ago

    Thank You! Great idea!

  • JessicaPoundstone

    JessicaPoundstone said 7 years ago

    Yay!

  • SimpleJoysPaperie

    SimpleJoysPaperie said 7 years ago

    Thank you!

  • sherrytruitt

    sherrytruitt said 7 years ago

    This is great, thanks.

  • concentric

    concentric said 7 years ago

    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

    warmnfuzzies said 7 years ago

    Yay!!!!

  • LaveMeSoapCo

    LaveMeSoapCo said 7 years ago

    awesome!!!

  • poppyswickedgarden

    poppyswickedgarden said 7 years ago

    Fabulous! Thank you for continuing to improve everyone's ETSY Experience:)

  • birdie1

    birdie1 said 7 years ago

    Thanks much!

  • duckfoot

    duckfoot said 7 years ago

    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

    girltuesdayjewelry said 7 years ago

    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

    stitchntyme said 7 years ago

    Love love love it! The help page is awesome and so helpful. Thanks!

  • theeye

    theeye said 7 years ago

    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

    squidart said 7 years ago

    Much better way to do this. Love the idea.

  • PeoplesBankBuilding

    PeoplesBankBuilding said 7 years ago

    Looks good. Check the spelling.

  • tiemee

    tiemee said 7 years ago

    Gracias!

  • oldworldprimitives

    oldworldprimitives said 7 years ago

    Fantastic! Many thanks!

  • perebags

    perebags said 7 years ago

    Fantastic!!! Can't wait! :)

  • letterhappy

    letterhappy said 7 years ago

    sounds great! thanks, etsy.. for all you do ;)

  • candythomasgourdart

    candythomasgourdart said 7 years ago

    you guys just don't stop,thank you for all your efforts.

  • Xenotees

    Xenotees said 7 years ago

    Wonderful improvements, thank you!

  • Xenotees

    Xenotees said 7 years ago

    Wonderful improvements, thank you!

  • isewcute

    isewcute said 7 years ago

    thank you so much for the improvements! :o)

  • rntn

    rntn said 7 years ago

    wow wow it great! Thank you!!

  • worksandfinds

    worksandfinds said 7 years ago

    Thank you - you hard working guys.

  • jenskelley

    jenskelley said 7 years ago

    love the illustration! nice work StephanieFizer!

  • Morado

    Morado said 7 years ago

    This is very helpful! I agree with Jenskelley...the illustration is absolutely darling!

  • pattihaskins

    pattihaskins said 7 years ago

    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

    rosebudshome said 7 years ago

    Thanks for the update!

  • mojospastyle

    mojospastyle said 7 years ago

    thanks for featuring by green chiffon flower bag and thank you for making help easier on Etsy.

  • mojospastyle

    mojospastyle said 7 years ago

    thank you for making Etsy easier and thank you for featuring my green chiffon ruffle bag.

  • stellaloella Admin

    stellaloella said 7 years ago

    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

    pattihaskins said 7 years ago

    Ah, didn't realize that the linking was part of the slow roll out. Thanks for the answer.

  • VixVintage

    VixVintage said 7 years ago

    Thank-you, love the green btw.

  • EvenAndy

    EvenAndy said 7 years ago

    Thank you for the improvement and the update:)

  • happyhound

    happyhound said 7 years ago

    oh, I am very hopeful this will lessen the deluge of questions in the forums!!

  • Art2ArtColorado

    Art2ArtColorado said 7 years ago

    This is very good news!

  • amamabear

    amamabear said 7 years ago

    Finally, a way to search the Help section!

  • underoakstudios

    underoakstudios said 7 years ago

    Thanks guys :)

  • underoakstudios

    underoakstudios said 7 years ago

    Thank you!

  • designlab443

    designlab443 said 7 years ago

    nice!

  • eclipse

    eclipse said 7 years ago

    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

    eclipse said 7 years ago

    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

    IdaJefsen said 7 years ago

    This will be SO great! Thank you! http://www.idajefsen.etsy.com

  • 1AEON

    1AEON said 7 years ago

    thank you etsy!! you are the BEST!!!!

  • GreenMamba

    GreenMamba said 7 years ago

    Good, good news! It's wonderful to see real evidence of improvements in Etsy's customer service.

  • OneClayBead

    OneClayBead said 7 years ago

    This is very impressive, thank you!

  • craftpile

    craftpile said 7 years ago

    awesome!

  • MaryFosterCreative

    MaryFosterCreative said 7 years ago

    Thanks for the improvements! Looking forward to trying it out.

  • NottyPooch

    NottyPooch said 7 years ago

    Sounds very good! Can't wait for this to roll out! - that is if I really need to contact. ;)

  • 5gardenias

    5gardenias said 7 years ago

    you never stop improving this site-- you are loved!!

  • breadandroses2

    breadandroses2 said 7 years ago

    Much appreciated, Etsy!

  • NatureVisions

    NatureVisions said 7 years ago

    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

    vintagemaison said 7 years ago

    Well, we all need a little help from our friends...

  • OneHeartJewelry

    OneHeartJewelry said 7 years ago

    Great ideas!! Thanks, can't wait.

  • GoTo

    GoTo said 7 years ago

    Woo hoo! So glad to see the earchable help!

  • PeoplesBankBuilding

    PeoplesBankBuilding said 7 years ago

    Under "Site Features" Stroque = Storque

  • capitolagirl

    capitolagirl said 7 years ago

    Excellent! I'm glad to see Etsy working on a resource like this for sellers.

  • stellaloella Admin

    stellaloella said 7 years ago

    PeoplesBankBuilding, nice catch. All fixed. Thank you.

  • ArtisticIntentions

    ArtisticIntentions said 7 years ago

    Thanks for the update! Great ideas!

  • tomatored

    tomatored said 7 years ago

    new to etsy, thanks for the inmprovements

  • rkdsign88

    rkdsign88 said 7 years ago

    Great move!

  • Iammie

    Iammie said 7 years ago

    Nice!

  • tanglesastangled

    tanglesastangled said 7 years ago

    Etsy for president!!!!!

  • sakizome

    sakizome said 7 years ago

    This is brilliant. Thank you.

  • whyte

    whyte said 7 years ago

    Thank you!

  • whyte

    whyte said 7 years ago

    thanks!

  • uknowuneedanother

    uknowuneedanother said 7 years ago

    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

    elanvitalanthology said 7 years ago

    Sometimes I wish there was a "Thank You Admin" category in Forums. This would definitely warrant a grateful new thread! Grazie!

  • LustreBeads

    LustreBeads said 7 years ago

    Sounds like a much needed addition!

  • shopgoodgrace

    shopgoodgrace said 7 years ago

    This is awesome! Thank you!!

  • shopgoodgrace

    shopgoodgrace said 7 years ago

    This is awesome! Thank you!!

  • quiltingcafe

    quiltingcafe said 7 years ago

    like the search

  • sharonclancydesigns

    sharonclancydesigns said 7 years ago

    Thanks so much! You guys are awesome!

  • clevergirl

    clevergirl said 7 years ago

    Yay! What wonderful news! Thanks Etsy!

  • sage12888

    sage12888 said 7 years ago

    So CUTE!!!!!!!!!!!!!!!!

  • CaptiveStudio

    CaptiveStudio said 7 years ago

    Thanks you are always so great when I need help...

  • Hannahnunn

    Hannahnunn said 7 years ago

    great stuff. Thanks...and thanks fpr using may lanterns too. x

  • knitterleigh

    knitterleigh said 7 years ago

    Too bad they can't close a shop after being requested to do so many, many times. I've sent an email or two every day for the last month and they still won't close my shop - it's not as though I owe them anything either. All I get are "form" emails with no human involvement. Don't know how to reach a human being there, so I guess I'm out of luck.

  • tinykisses

    tinykisses said 7 years ago

    It's great to know that Etsy is always trying to improve!

  • LANCERIKA

    LANCERIKA said 7 years ago

    Really AwEsoMe needed info, thanks Etsy!

  • ERMoriginals

    ERMoriginals said 7 years ago

    Great feature!!

  • PurpleAmethystStone

    PurpleAmethystStone said 5 years ago

    I haven't been on Etsy for a long time. Is there still a location for looking for what people would like to have. A service or certain item they want.

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