Fiverr's Chatbot Support: Time for a More User-Friendly Solution

[muhammadsaeed01]

I think Fiverr's chatbot-based support system is quite a hassle. I've been trying for an hour, but the chatbot is just stuck, and I can’t even reach customer support.

The process of contacting support has always been a bit chaotic, and I’m sure most people don’t find it user-friendly. I believe that alongside the chatbot, Fiverr should bring back the previous support page option, where we could directly contact support without wasting time.

The chatbot can still be there to provide basic information for our questions, but there should also be a straightforward way to connect with a human when needed. It’s important to make the support system more efficient and user-friendly for everyone
.

[donnovan86]

Clearly the solution was added because a lot of people were making nonsense requests that are usually solved via the Help section within Fiverr. They wasted a lot of customer support time, so now we have to go through this bot and waste time... all of us. At least we know who to thank.... 

So yeah, clearly this is a solution for Fiverr to relieve some of the pressure their customer support team has, while shortening their response time. In various cases, we had to wait a day or multiple days for a reply, I can only imagine things are quicker now.

[muhammadsaeed01]

True, I understand why Fiverr implemented the chatbot system to streamline support and reduce unnecessary tickets, which is great in theory. But the problem arises when the chatbot itself doesn’t work properly—like in my case, where it froze and made it impossible to contact support.

A better solution would be to keep both options: the chatbot for basic queries and a direct support page option to contact support for more complex issues. That way, the system remains efficient while still being user-friendly for situations where the bot fails or isn't enough. This balance could save time for both users and Fiverr’s support team.

- that's my thought

[husnainalihamza]

There could be an issue with your internet connection. 

[asif255]

Contact Fiverr support team. Moreover, I don't like that AI bot pop up. 

[muhammadsaeed01]

On 12/5/2024 at 6:59 AM, husnainalihamza said:

There could be an issue with your internet connection. 

My internet was working fine! I was playing 2k videos on background so my internet wouldn't be the issues. 

[muhammadsaeed01]

On 12/5/2024 at 7:38 AM, asif255 said:

Contact Fiverr support team. Moreover, I don't like that AI bot pop up.

Me too, they would be keep both options. They could filterout right in the support website by asking questions, instead of chatbot. 

 

[developerlikhon]

On 12/3/2024 at 2:39 AM, donnovan86 said:

Clearly the solution was added because a lot of people were making nonsense requests that are usually solved via the Help section within Fiverr. They wasted a lot of customer support time, so now we have to go through this bot and waste time... all of us. At least we know who to thank.... 

So yeah, clearly this is a solution for Fiverr to relieve some of the pressure their customer support team has, while shortening their response time. In various cases, we had to wait a day or multiple days for a reply, I can only imagine things are quicker now.

I agree that some people don’t even look for solutions in Fiverr articles or forums; they directly open a ticket, which heavily impacts the support system in various ways. However, the current chatbot system is not functioning well. I tested it, and the results were unsatisfactory. It needs significant improvements. In my opinion, the chatbot should be turned off until it is at least 90% accurate or functioning properly because the support system is crucial for experienced sellers to get their solutions as quickly as possible.

[donnovan86]

2 hours ago, developerlikhon said:

I tested it, and the results were unsatisfactory.

Well, just like reviews for canceled orders, the majority is a victim due to a smaller groups stupidity, I would say. People manipulated orders and canceled just to curate reviews. Here some abused the system because they could and look at what happened. It could also be a sign that Fiverr's CS team is smaller and some people got fired due to budget cuts, who knows. 

[skydesigner]

This chatbot is really frustrating it has bugs 3 out of 5 times. Instead of helping, it makes the process even more annoying. I guess the point is just to reduce the number of customer service tickets...

[freelancerredoy]

Many people don't know how to use it, but I have used it many times. I have used contact support and they give me the option to create a support ticket.