Etsy to invest $50 million in customer support after sellers launch online petition

Following a joint petition signed by more than 20,000 sellers asking Etsy to improve its customer support for sellers , Etsy recently announced that it will invest $50 million in 2022 to improve customer support for buyers and sellers.

As early as October last year, a seller named Asia Stuart launched a petition on the change.org website . In the petition, Asia Stuart called on Etsy to improve customer support services , including providing multiple ways to contact support, the timeliness of support requests, and so on.

Under the petition , many sellers have made their own comments . One seller said: "It is embarrassing that Etsy expects sellers to respond to consumer needs in the shortest possible time. But when their sellers encounter problems, there may be no help for more than a month. "

Another seller said: "As a seller who was defrauded by a scam buyer, I have no way to get help from Etsy seller support. I would like to see Etsy make changes in customer support. "

The petition , which has 22,410 signatures so far , has prompted Etsy to make changes to its customer support services. Brendan Murray, vice president of global member services at Etsy, said in an announcement on Thursday that the company is committed to scaling support to meet the changing needs of its sellers .

Brendan Murray said: “I’m proud to share that we will be investing over $50 million in the coming year to power and improve customer support for the Etsy Marketplace. This will allow us to grow the size of our support team by over 20% while investing in our team . When questions arise or users have issues, we want to ensure they can get support quickly and easily. ”

Murray also listed examples of improvements he said Etsy is currently working on, including using technology to improve support: For example, Etsy is using the power of intelligent machine learning to help the customer support team prioritize sellers' most urgent requests; expanding the seller help center and improving its navigation pages; making it easier for sellers to access articles and content to better manage their accounts, as well as self-service solutions to minor issues that may arise , etc.

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