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Archive for December, 2009

A Companywide Focus on Customer Support

December 21st, 2009 admin 1 comment
Auctiva Vice President Kevin Kinell answers users' questions during his stint in Customer Support.

Auctiva Vice President Kevin Kinell answers users' questions during his Customer Support rotation.

In Auctiva’s infancy, when the company totaled a five- or six-person team, everyone regularly answered Customer Support questions, including Auctiva Founder and CEO Jeff Schlicht.

“Spending time talking with our customers really helped give us a better understanding of what customers needed, where they were having problems, and gave us insight into how we should develop features and products,” remembers Auctiva Vice President Kevin Kinell.

As the company grew, Auctiva added a full-time, well-trained Customer Support staff of 34 to handle customers’ inquiries. This allows our users to get prompt service, and gives product leads and developers more time to focus on improving Auctiva products. But as the company grows, Schlicht and Kinell don’t want Auctiva to lose touch with customers and their needs.

That’s why Auctiva utilizes a companywide Customer Support rotation scheme so all employees hear from customers. Everyone participates—be they designers, IT personnel, the communications team, product leads, developers, or administrative and executive staff —rotating in and out of support, two per week.

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Making a Last-Minute Holiday Push

December 10th, 2009 admin No comments

lastminute-blogIf you’re like me, you probably have a number of items that you waited to sell specifically for the holidays, but they went unsold in the previous weeks. Now you’re wondering if it’s too late to relist them and get them into a buyer’s hands before Christmas.

I can tell you, it’s not too late. There’s still more than two weeks before the big day—plenty of time to list your remaining goods on eBay for those last-minute shoppers to buy!

While it certainly can be stressful listing or relisting items during the second week of December—and wondering if they’ll sell—here are a few things I do during this selling “crunch time.”

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