What a Good Support Team Actually Does
'Support' is a word that hides an enormous range of quality. Here's what a well-run marketplace support team looks like from the inside.
Answers questions before they're asked
A support team that spends every day on the same three questions from confused users is a support team asking product to fix the confusing part of the product. Good support teams make themselves useful in fewer places over time, not more.
Follows a written procedure for hard cases
Disputes, unauthorized charges, seller policy violations — every one should follow a documented process. Not a rigid script, but a process, so decisions are consistent and reviewable.
Talks to the rest of the company
The best support teams generate the best product roadmap. If support and product don't talk, both get worse.
Doesn't hide
Phone numbers on the website, real human replies to email, no fake persona bots. Small teams can offer real support if they're organized; large teams that hide behind chat bots have made a choice.
This article is part of the Suliit editorial series on online commerce for independent sellers and buyers. Suliit is a U.S.-based marketplace operated from Prince Frederick, Maryland.