Your Guide to Approaching CS

[Kesha]

Running into obstacles while trying to do business or complete a project is frustrating enough. The last thing you need on top of that is even more frustration while seeking help from Customer Support.

I recently sat down with Laura, one of our Customer Support team leads, to get the 411 on how users can best approach Customer Support to ensure they get satisfactory service as efficiently and quickly as possible. Whether your concern is about an order, payments, account status, or anything else Fiverr-related, here’s what she suggests to keep in mind when reaching out to Customer Support:

Avoid submitting multiple tickets for the same issue
It can be tempting to start multiple Customer Support tickets when you don’t get a response as quickly as you may wish, but this may only end up increasing your wait. Our response time varies based on several different factors, but rest assured that our team is always diligently working to address each ticket as soon as possible. 

This also applies to follow-ups on existing tickets. Sending multiple messages while waiting for a response can cause further delays in them getting back to you.

Open a separate ticket for each unique issue
If you have multiple issues, it’s best to open separate tickets for each one instead of compiling them into one. This will help ensure our agents can give quality attention to each matter without one taking precedence over the other.

Visuals are always useful
For Customer Support to best assist you, it’s important that they fully understand your issues. When words alone fail to fully explain or clarify the problem, including visual aids such as screenshots or screen records can be a great help and reduce unnecessary back-and-forth communication. This is especially helpful when you are trying to report a bug or technical issue with your account. 

Pro tip: When attaching visuals, do not crop any parts of the screen, as CS may need additional information on the page to understand the issue. 

Escalating your issue
Customer Support takes special care to handle each case fairly and accurately based on our Terms of Service and Community Standards. If you disagree with a particular decision, you’re always welcome to escalate it by asking your agent to have your case reviewed by a supervisor. 

Keep in mind, however, that supervisors cannot make exceptions or show favoritism toward users who have violated our policies. 

For more information on how CS evaluates cancellation requests, visit here. 

For more information on how the various kinds of profile sanctions, visit here. 

 

Whenever you encounter issues on the platform, know that you have a team of dedicated Customer Support agents who are always eager to help. By following these quick and simple tips, you can help make your interactions with CS go as smoothly as possible, helping them, help you!
 

[desmond_aubery]

@Kesha Do you perhaps have an idea of the skill profile of the CS staff?

What I'm after is trying to understand whether they have the necessary training to assess and arbitrate in a complex Engineering Project? Does CS have legal practitioners, or trained arbitrators?

[Kesha]

On 11/30/2024 at 8:36 AM, desmond_aubery said:

@Kesha Do you perhaps have an idea of the skill profile of the CS staff?

What I'm after is trying to understand whether they have the necessary training to assess and arbitrate in a complex Engineering Project? Does CS have legal practitioners, or trained arbitrators?

Hi @desmond_aubery! 

Our CS staff is not trained in the technicalities or complexities of every service offered on the platform. That's why, when reaching out to CS for mediation, we encourage you to include as much information as possible, including visuals, to help us understand the issue. 

Also, for cases that may require legal intervention, we have a legal department to which CS sometimes escalates cases when necessary. 

[desmond_aubery]

9 hours ago, Kesha said:

Hi @desmond_aubery! 

Our CS staff is not trained in the technicalities or complexities of every service offered on the platform. That's why, when reaching out to CS for mediation, we encourage you to include as much information as possible, including visuals, to help us understand the issue. 

 

Also, for cases that may require legal intervention, we have a legal department to which CS sometimes escalates cases when necessary. 

@Kesha Thank you very much for your honesty.  🙏

If your CS had read my project thread for the order unilaterally cancelled, they would have received ALL the necessary information to make a determination. The interesting history of that matter shows that CS - using a host of different personalities - came up with wildly-varying reasons for why they cancelled unilaterally. This showed the lack of training, and ended up in an anatomical covering exercise.

Had they engaged with me, through an arbitration process, I believe that the outcome would have been vastly different.

This shows, sadly, that Fiverr CS needs a major overhaul, if it tries to migrate upwards in the professional marketplace. 

[dereck_s]

I tend to be pretty thourough as well to help "paint a picture" on the whole story and if I'm being honest I've mostly recieved copy / paste responses. I feel like now a days CS workers in general have quotas to "resolve" a certain number of issues and it creates a situation where they rush or only skim through the info. Now with the new system I also feel like even when you go to CS to cancel an order even if it isn't your fault you still get penalized.

[grayprogrammerz]

Why it makes me feel like initial responses are from AI or newbie agents compared to third-fourth... response ?

No issue if you use AI. But need to make it transparent by adding a note like its automated/template.

Agent's statistic should be visible (anonymous ratings)