Do You *really* Know Ebay Customers?
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Without buyers and sellers, eBay wouldn’t exist. Do you know their top pain points? Do YOU use the product? Come test your knowledge on CS stats, Be The Customer stats & how little product changes can have contact reduction benefits and make a big difference for our customers. #weareebay
Questions and Answers
- 1.
By adding the highlighted sentence “We’ll send your buyer a reminder to pay within 48 hours” how many annual contacts to CS will this reduce?
- A.
25,000
- B.
45,000
Correct Answer
B. 45,000Explanation
Adding the highlighted sentence "We'll send your buyer a reminder to pay within 48 hours" will reduce the number of annual contacts to customer service by 45,000.Rate this question:
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- 2.
How many annual contacts does Customer Support (CS) receive globally?
- A.
45 million
- B.
75 million
Correct Answer
A. 45 millionExplanation
The correct answer is 45 million. This indicates that Customer Support (CS) receives a total of 45 million annual contacts globally.Rate this question:
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- 3.
How many annual contacts does CS receive for the “unpaid item” topic?
- A.
1.1 million
- B.
1.7 million
Correct Answer
B. 1.7 millionExplanation
CS receives 1.7 million annual contacts for the "unpaid item" topic.Rate this question:
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- 4.
On average globally, what does a CS call cost eBay?
- A.
$4.25
- B.
$6.50
Correct Answer
A. $4.25Explanation
The cost in Germany is $8.00 per call!Rate this question:
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- 5.
How many contacts we will reduce by making it easier to pay with a credit card on Mobile apps?
- A.
27,000
- B.
52,000
Correct Answer
A. 27,000Explanation
By making it easier to pay with a credit card on mobile apps, we will reduce the number of contacts by 27,000. This means that by improving the payment process and providing a convenient option like credit card payment, customers will have fewer reasons to contact customer support for assistance or inquiries related to payment issues. This improvement is expected to streamline the payment process and reduce the overall workload on customer support.Rate this question:
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- 6.
How many contacts did we reduce by adding these 3 things to My eBay items that were “admin ended”?
- A.
25,000
- B.
59,000
Correct Answer
B. 59,000Explanation
The correct answer is 59,000. This means that by adding these 3 things to My eBay items that were "admin ended," we were able to reduce 59,000 contacts.Rate this question:
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- 7.
When an order has been cancelled, it reverts to "unpaid" status on My eBay and Purchases.Fixing this on mobile will reduce X contacts, saving X for CS.This was fixed on desktop in Nov. 2015, and reduced X contacts, saving X for CS. Fill in the X's below.
- A.
Mobile fix will reduce 35,700 contacts, saving $152,000 Desktop fix reduced 43,000 contacts, saving $183,000
- B.
Mobile fix will reduce 53,000 contacts, saving ~$225,000 Desktop fix reduced 45,700 contacts, saving ~$194,000
Correct Answer
B. Mobile fix will reduce 53,000 contacts, saving ~$225,000 Desktop fix reduced 45,700 contacts, saving ~$194,000Explanation
Having the same experience on both desktop and mobile is key for our customers!Rate this question:
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- 8.
On average, what percentage of the employee "Be The Customer" emails received are bugs? (as opposed to product feature suggestions/feedback)
- A.
40%
- B.
60%
Correct Answer
A. 40%Explanation
60% are “Enhancements” which includes, but is not limited to: improvement ideas, feedback, duplicate issues, as designed (will not fix), not reproducible, committed to road map.Rate this question:
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- 9.
How many annual contacts does CS receive on the topic of "Returns?"
- A.
2,800,000
- B.
4,800,000
Correct Answer
A. 2,800,000Explanation
And 11.8% or 332,000 calls are calling to ask "how do I return an item?"Rate this question:
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- 10.
In the Seller Standards page, the transaction defects and other sections were collapsed by default. So if the seller has a defect, they have to click to expand the section to see the details of the defect. Users miss this and contact us even though the information is right there on the page. The solution implemented was to keep the transaction defect section expanded when the user has their 1st defect, so that they notice the details. How many contacts did this change reduce?
- A.
10,000
- B.
20,000
Correct Answer
A. 10,000Explanation
The change to keep the transaction defect section expanded when the user has their 1st defect reduced the number of contacts by 10,000. This means that by making the information more visible and easily accessible, sellers were able to find the details of their defects without needing to contact customer support.Rate this question:
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- 11.
How many annual contacts does CS receive on the topic of "Money Back Guarantee/Buyer Protection?"
- A.
15.7 Million
- B.
19.7 Million
Correct Answer
A. 15.7 MillionExplanation
This is the #1 CS topic!Rate this question:
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