Monday, March 4, 2013
Etsy Customer Service Stats
You may or may not have noticed a new feature from Etsy: Customer Service Stats. It can be found by hovering your mouse over your shop in your tool bar across the top or in the menu to your left as shown in the above picture. This will show your Customer Service Stats from the last 60 days. It also gives suggestions on how to improve your customer service.
It shows the following areas:
Response Time to Buyer Convos - This is the average of how long it takes to respond to a convo sent to you. It is shown in days at the moment. A one day response time is suggested. Don't dilly dally! If you need time to figure out a proper answer send a convo that you have received their message and you will get back to them soon. At least you are acknowledging that you received their message.
Providing Processing Times - This is a relatively new feature with Etsy. It can be set up in your shipping profiles or in each individual post right before adding the shipping info. It is the amount of time the customer can expect before their item is processed and shipped. It is measured in Business Days. When an item is sold the invoice says "Expected to ship by (date)"
Meeting Your Processing Times - This is how well you made the deadline for processing that you set. If you set your processing time to two business days and ship an item out on the third business day that is not good. Customers like a quick shipping time. With the new processing times a tentative date for shipping is listed in the invoice you and your customer get when an item is sold.
Marking Items as Shipped - Pretty self explanatory. Did you mark the item as shipped? If you use Etsy shipping this happens automatically. If you use PayPal or another means of shipping this needs to be entered manually. Be sure to add your tracking info when you mark as shipped because you do not always remember to go back and add the tracking info.
Providing Tracking Info (US Only) - I use either Etsy shipping or PayPal shipping so I always have a tracking number. However, I don't always remember to add it when I use PayPal. Sometimes I am in a hurry to get to the post office.
That is about a simple as I can make it. This section on Etsy is for you only. Your buyers never see anything to do with this. It does not affect your rank or your feedback or anything but your own peace of mind. It is valuable information for you to allow your buyers the very best experience when they buy.
Let me know if you have any questions or comments!