Updated Chat Functionality - official feedback thread 20 pages: First ... 13 14 15 16 17 18 [19] 20
Posted: Tuesday, December 10, 2019 6:16:11 PM
Rebecca @ ZingerBug wrote:
reflections06 wrote:

It may be you make a dollar, but the word of mouth feedback your customer will share with their friends or family about how helpful, patient, and professional the designer was, will be worth it's weight in gold.

Happy

Do you really think so? My sense is that customers have NO IDEA that the designers are a separate entity from Zazzle.


I get numerous reviews on Zazzle from customers I have helped that specifically say "this designer" or "this seller"... "will shop from this seller/designer again". I think many customers do realize we have "shops" here at Zazzle (that Zazzle is like an Etsy type site - but better obviously). I always go out of my way to be helpful when I can or at least point them in the right direction. I have many return customers and lots of word of mouth clients as well. We are a business. And part of being a business is customer service.
If I go to a store and get lousy customer service I would not go to that store. Happy customers = more sales for sure!
Posted: Tuesday, December 10, 2019 7:39:14 PM
Lise Wong wrote:

I get numerous reviews on Zazzle from customers I have helped that specifically say "this designer" or "this seller"... "will shop from this seller/designer again". I think many customers do realize we have "shops" here at Zazzle (that Zazzle is like an Etsy type site - but better obviously). I always go out of my way to be helpful when I can or at least point them in the right direction. I have many return customers and lots of word of mouth clients as well. We are a business. And part of being a business is customer service.
If I go to a store and get lousy customer service I would not go to that store. Happy customers = more sales for sure!

Very interesting. I'm trying to decide if that's a comforting thought or not! One of the rules I've always stood by is that responsibility and control should be linked. In other words, if someone is responsible for making something work, then they need to have control over it. But with Zazzle, it's such a mish mash of entities that it's really hard to feel like you have any control at all!

I think that's what's really pushing my buttons about this whole chat thing... it's putting the designer up front in terms of customer contact, and almost pushing the idea that we're independent shops. And all that makes me feel responsible for things over which I have absolutely no control.

For example, I got a negative review today about a Christmas ornament - they weren't happy with the print quality. Not only is that something over which I have no control, but I also have no way to contact the customer or offer a refund, or do anything to make it right. So it leaves me in a quandary. I don't think that situation would be made any different with or without the chat feature, it's more that chat is one of the changes designed to highlight the designer as the "business" rather than Zazzle as the "business." So if I'm the brand, then it's like I feel responsible for something that I can't control or remedy... and I don't really know what to do with that. Sigh.
Posted: Tuesday, December 10, 2019 8:47:57 PM
Rebecca @ ZingerBug wrote:
Lise Wong wrote:

I get numerous reviews on Zazzle from customers I have helped that specifically say "this designer" or "this seller"... "will shop from this seller/designer again". I think many customers do realize we have "shops" here at Zazzle (that Zazzle is like an Etsy type site - but better obviously). I always go out of my way to be helpful when I can or at least point them in the right direction. I have many return customers and lots of word of mouth clients as well. We are a business. And part of being a business is customer service.
If I go to a store and get lousy customer service I would not go to that store. Happy customers = more sales for sure!

Very interesting. I'm trying to decide if that's a comforting thought or not! One of the rules I've always stood by is that responsibility and control should be linked. In other words, if someone is responsible for making something work, then they need to have control over it. But with Zazzle, it's such a mish mash of entities that it's really hard to feel like you have any control at all!

I think that's what's really pushing my buttons about this whole chat thing... it's putting the designer up front in terms of customer contact, and almost pushing the idea that we're independent shops. And all that makes me feel responsible for things over which I have absolutely no control.

For example, I got a negative review today about a Christmas ornament - they weren't happy with the print quality. Not only is that something over which I have no control, but I also have no way to contact the customer or offer a refund, or do anything to make it right. So it leaves me in a quandary. I don't think that situation would be made any different with or without the chat feature, it's more that chat is one of the changes designed to highlight the designer as the "business" rather than Zazzle as the "business." So if I'm the brand, then it's like I feel responsible for something that I can't control or remedy... and I don't really know what to do with that. Sigh.


I agree.

I can't compare it to Etsy because I don't know Etsy but I am a top rated eBay seller. I am responsible for all aspects of my sales from creating the listing to housing the inventory, printing the shipping labels, packaging, shipping and issuing refunds or whatever I have to do to make sure my buyers are taken care of. I am in control and I also make 85% of the profit after my fees, so it is worth it. I get my buyer's name and address and feedback and they are my customer. I can promote myself to them for repeat business.

Here at Zazzle I earn a small royalty, I don't get information on who my buyers are and I am good with that. Part of the appeal of Zazzle for me is that I don't have to deal with all the details or worry about the customer service. That is why Zazzle makes the bigger cut of the profit. I think it is fine for those of you that want to do it and I don't have a problem with it if you want to. But I don't want to and I have a problem with not being given the choice to opt out or turn it off or put it to sleep or whatever.


The biggest difference is that with eBay I pay them to host my listings and drive traffic while I do the selling.

Here at Zazzle they pay me to license my designs to them for them to sell on their products to their customers.

it is apples and oranges... no comparison and licensing my designs to Zazzle does not obligate me to provide any other services, even though because I am also an affiliate I help drive traffic and do quite a bit of promoting for the occasional referral.
Posted: Tuesday, December 10, 2019 9:00:21 PM
Lise Wong wrote:
Rebecca @ ZingerBug wrote:
reflections06 wrote:

It may be you make a dollar, but the word of mouth feedback your customer will share with their friends or family about how helpful, patient, and professional the designer was, will be worth it's weight in gold.

Happy

Do you really think so? My sense is that customers have NO IDEA that the designers are a separate entity from Zazzle.


I get numerous reviews on Zazzle from customers I have helped that specifically say "this designer" or "this seller"... "will shop from this seller/designer again". I think many customers do realize we have "shops" here at Zazzle (that Zazzle is like an Etsy type site - but better obviously). I always go out of my way to be helpful when I can or at least point them in the right direction. I have many return customers and lots of word of mouth clients as well. We are a business. And part of being a business is customer service.
If I go to a store and get lousy customer service I would not go to that store. Happy customers = more sales for sure!


This has been my experience here as well. Grin
Posted: Tuesday, December 10, 2019 9:51:21 PM
Rebecca @ ZingerBug wrote:
Lise Wong wrote:

I get numerous reviews on Zazzle from customers I have helped that specifically say "this designer" or "this seller"... "will shop from this seller/designer again". I think many customers do realize we have "shops" here at Zazzle (that Zazzle is like an Etsy type site - but better obviously). I always go out of my way to be helpful when I can or at least point them in the right direction. I have many return customers and lots of word of mouth clients as well. We are a business. And part of being a business is customer service.
If I go to a store and get lousy customer service I would not go to that store. Happy customers = more sales for sure!

Very interesting. I'm trying to decide if that's a comforting thought or not! One of the rules I've always stood by is that responsibility and control should be linked. In other words, if someone is responsible for making something work, then they need to have control over it. But with Zazzle, it's such a mish mash of entities that it's really hard to feel like you have any control at all!

I think that's what's really pushing my buttons about this whole chat thing... it's putting the designer up front in terms of customer contact, and almost pushing the idea that we're independent shops. And all that makes me feel responsible for things over which I have absolutely no control.

For example, I got a negative review today about a Christmas ornament - they weren't happy with the print quality. Not only is that something over which I have no control, but I also have no way to contact the customer or offer a refund, or do anything to make it right. So it leaves me in a quandary. I don't think that situation would be made any different with or without the chat feature, it's more that chat is one of the changes designed to highlight the designer as the "business" rather than Zazzle as the "business." So if I'm the brand, then it's like I feel responsible for something that I can't control or remedy... and I don't really know what to do with that. Sigh.



I personally have seen no difference between customers who contact me through chat or contact me through email. I answer them when I can... 9/10 get a response back (which is the same with email as well) and go from there. Chat changed nothing for me. But then I am in constant contact with customers as I offer a lot of customizations on my designs. I usually get at least one (most of the time more) customers contacting me daily with requests. Again, I treat my Zazzle store like I would a brick and mortar store. Customer service is super important to me. But of course what is good for the goose is not good for the gander. We are all here for different reasons. I'm just giving feedback from my own personal experience. Smile Smile Smile
Posted: Tuesday, December 10, 2019 9:52:19 PM
reflections06 wrote:
Lise Wong wrote:
Rebecca @ ZingerBug wrote:
reflections06 wrote:

It may be you make a dollar, but the word of mouth feedback your customer will share with their friends or family about how helpful, patient, and professional the designer was, will be worth it's weight in gold.

Happy

Do you really think so? My sense is that customers have NO IDEA that the designers are a separate entity from Zazzle.


I get numerous reviews on Zazzle from customers I have helped that specifically say "this designer" or "this seller"... "will shop from this seller/designer again". I think many customers do realize we have "shops" here at Zazzle (that Zazzle is like an Etsy type site - but better obviously). I always go out of my way to be helpful when I can or at least point them in the right direction. I have many return customers and lots of word of mouth clients as well. We are a business. And part of being a business is customer service.
If I go to a store and get lousy customer service I would not go to that store. Happy customers = more sales for sure!


This has been my experience here as well. Grin


Love Love Love
Posted: Tuesday, December 10, 2019 11:12:49 PM
Lise Wong wrote:

I personally have seen no difference between customers who contact me through chat or contact me through email. I answer them when I can... 9/10 get a response back (which is the same with email as well) and go from there. Chat changed nothing for me. But then I am in constant contact with customers as I offer a lot of customizations on my designs. I usually get at least one (most of the time more) customers contacting me daily with requests. Again, I treat my Zazzle store like I would a brick and mortar store. Customer service is super important to me. But of course what is good for the goose is not good for the gander. We are all here for different reasons. I'm just giving feedback from my own personal experience. Smile Smile Smile

Wow. That's a LOT of customer contact! I'm wondering how you deal with questions that have nothing to do with the design. I just feel like an idiot trying to advise people about paper choices, or answering questions about products that I've never physically seen. I also feel like a jerk telling them that I don't know the answer and sending them a link to customer service. And neither idiot nor jerk is a place I enjoy being!
Posted: Wednesday, December 11, 2019 12:49:46 AM
reflections06 wrote:
Therefore, I'm going to take the time to answer their questions (even if they are often CS related) because I want them to have as pleasant of a shopping experience as possible.

That's my approach, every else's mileage may vary.

But... these people are also other designers customers. And we pay zazzle to have a professional trained customers service. And you sound like you are doing a really good job on answering and handeling customers about questions that have nothing to do with your designs, and I applaud you for that, but others may not, and they are having to deal with our customers as well.

Customerservice is trained in seeing sales opportunities, in understanding the questions that customers are really asking, because a lot of time, what they are saying is not want they are really asking, and also customers service have options to offer customers extra's when they sense dissatisfation. And when a customerservice gives a wrong answer, they will be told so by their collegues or supervisor so they can correct it.

I understand it's very confenient for Zazzle to have us answer questions of customers in this busy time of year, which in past years they have often not been able to cope well, but turning it over to us is really not the right approach, imo.
Posted: Wednesday, December 11, 2019 1:05:46 AM
Funcards wrote:
reflections06 wrote:
Therefore, I'm going to take the time to answer their questions (even if they are often CS related) because I want them to have as pleasant of a shopping experience as possible.

That's my approach, every else's mileage may vary.

But... these people are also other designers customers. And we pay zazzle to have a professional trained customers service. And you sound like you are doing a really good job on answering and handeling customers about questions that have nothing to do with your designs, and I applaud you for that, but others may not, and they are having to deal with our customers as well.

Customerservice is trained in seeing sales opportunities, in understanding the questions that customers are really asking, because a lot of time, what they are saying is not want they are really asking, and also customers service have options to offer customers extra's when they sense dissatisfation. And when a customerservice gives a wrong answer, they will be told so by their collegues or supervisor so they can correct it.

I understand it's very confenient for Zazzle to have us answer questions of customers in this busy time of year, which in past years they have often not been able to cope, but turning it over to us is really not the right approach, imo.

I agree. I don't really think that Zazzle's goal here was to have us doing customer service for them. I think they're just committed to this chat thing because they see it as integral to the collaborations thing, and us getting stuck with customer service duties is just fallout from that decision.

But seriously, I just spent 45 minutes answering questions about paper... questions that I am NOT qualified to answer! And yes, I already told the customer that I didn't know, I'd never seen the paper, I was only going by the product descriptions, and that she should contact customer support. But she just kept asking me over and over... plus this was all taking place at 1am as I'm trying desperately to get to bed!

So I'm doing my best, but I'm just not qualified for this, and what happens if I give her the wrong answer? Honestly, I'm not a paper expert - I can't just look at the description and know what 55lb paper means. Plus... I think she's on the other side of the globe, so probably it's a different printer there, and everything I just told her does not apply.

It's not about being willing to help, or to put in the time, or caring about my customers, or any of the other issues that people keep raising here. It's about making sure the customer gets an accurate answer in a timely manner, and that's a service I'm just not capable of providing.
Posted: Wednesday, December 11, 2019 1:12:40 AM
I know about the power of word of mouth, and I also want customers to have a pleasant shopping experience - which is why I want an opt out, because I'm not the person to give them that experience via chat (for various reasons which I'm not getting into again, as none of us need to justify why we don't want to chat).

Customer service is important, so I don't understand why Zazzle is handing so much of it over to designers who are unwilling or unable to provide it! I agree with ZingerBug that Zazzle probably didn't intend to do that, but it's what customers are now expecting. And when they're ignored, or receive inadequate responses, it reflects badly on Zazzle as well as the designer. I just hope they get enough customer complaints about this that they reconsider their 'no opt outs' position. Or at the very least, add an autoresponder to the chat & let us set a permanent 'away' message.
Posted: Wednesday, December 11, 2019 3:24:13 AM
Rebecca @ ZingerBug wrote:
reflections06 wrote:

It may be you make a dollar, but the word of mouth feedback your customer will share with their friends or family about how helpful, patient, and professional the designer was, will be worth it's weight in gold.

Happy

Do you really think so? My sense is that customers have NO IDEA that the designers are a separate entity from Zazzle.


I have many, many product reviews left by customers that start out with "The designer was kind enough to..." or "So glad I was able to get in touch with the seller" etc., so forth and so on. As well as the customer contact I have all week long with custom designs.

So yes, I am 100% confident that prompt, courteous customer service creates an environment where customers are happy to tell others about you and your work, as well as possibly creating repeat customers.
Posted: Wednesday, December 11, 2019 3:32:09 AM
Catnip wrote:
I know about the power of word of mouth, and I also want customers to have a pleasant shopping experience - which is why I want an opt out, because I'm not the person to give them that experience via chat (for various reasons which I'm not getting into again, as none of us need to justify why we don't want to chat).

Customer service is important, so I don't understand why Zazzle is handing so much of it over to designers who are unwilling or unable to provide it! I agree with ZingerBug that Zazzle probably didn't intend to do that, but it's what customers are now expecting. And when they're ignored, or receive inadequate responses, it reflects badly on Zazzle as well as the designer. I just hope they get enough customer complaints about this that they reconsider their 'no opt outs' position. Or at the very least, add an autoresponder to the chat & let us set a permanent 'away' message.


I understand all of those concerns. I'm sure zazzle does too, and I suspect after the new year we might be seeing some minor tweaks with chat to better assist us, assist customers. Likely not an opt-out but at least maybe some type of away message/auto-response or a selection of pre-populated responses.

Anyway after all this feedback, I certainly hope zazzle will fine tune the chat options, to make it work better for both designers and customers.
Posted: Wednesday, December 11, 2019 7:06:05 AM
reflections06 wrote:

I have many, many product reviews left by customers that start out with "The designer was kind enough to..." or "So glad I was able to get in touch with the seller" etc., so forth and so on. As well as the customer contact I have all week long with custom designs.

So yes, I am 100% confident that prompt, courteous customer service creates an environment where customers are happy to tell others about you and your work, as well as possibly creating repeat customers.

I still would like to know how you go about assisting customers with questions about products you've never actually seen. I feel like I'm guessing at answers based on a 2 sentence description on the product page, and I don't know if that qualifies as "prompt, courteous customer service," because I'm pretty sure that I'm not guessing right 100% of the time.

Once again, my problem here is not that I don't think customer service is important. I absolutely DO think it's important - otherwise I wouldn't have been up until 2am researching paper and trying to answer questions that I have no clue about! The problem is that I DON'T KNOW THE ANSWERS! And I really have no adequate way of finding out.
Posted: Wednesday, December 11, 2019 7:34:32 AM
Rebecca @ ZingerBug wrote:
reflections06 wrote:

I have many, many product reviews left by customers that start out with "The designer was kind enough to..." or "So glad I was able to get in touch with the seller" etc., so forth and so on. As well as the customer contact I have all week long with custom designs.

So yes, I am 100% confident that prompt, courteous customer service creates an environment where customers are happy to tell others about you and your work, as well as possibly creating repeat customers.

I still would like to know how you go about assisting customers with questions about products you've never actually seen. I feel like I'm guessing at answers based on a 2 sentence description on the product page, and I don't know if that qualifies as "prompt, courteous customer service," because I'm pretty sure that I'm not guessing right 100% of the time.

Once again, my problem here is not that I don't think customer service is important. I absolutely DO think it's important - otherwise I wouldn't have been up until 2am researching paper and trying to answer questions that I have no clue about! The problem is that I DON'T KNOW THE ANSWERS! And I really have no adequate way of finding out.

I've ordered what I needed .... one reason to see for myself ... but especially if I needed them on hand for my B&M walk in customers or for display in my convention booth.
Posted: Wednesday, December 11, 2019 7:37:31 AM
Rebecca @ ZingerBug wrote:
Lise Wong wrote:

I personally have seen no difference between customers who contact me through chat or contact me through email. I answer them when I can... 9/10 get a response back (which is the same with email as well) and go from there. Chat changed nothing for me. But then I am in constant contact with customers as I offer a lot of customizations on my designs. I usually get at least one (most of the time more) customers contacting me daily with requests. Again, I treat my Zazzle store like I would a brick and mortar store. Customer service is super important to me. But of course what is good for the goose is not good for the gander. We are all here for different reasons. I'm just giving feedback from my own personal experience. Smile Smile Smile

Wow. That's a LOT of customer contact! I'm wondering how you deal with questions that have nothing to do with the design. I just feel like an idiot trying to advise people about paper choices, or answering questions about products that I've never physically seen. I also feel like a jerk telling them that I don't know the answer and sending them a link to customer service. And neither idiot nor jerk is a place I enjoy being!


I have a few standard replies (listed below) depending on what they are looking for and I have never had anyone keep questioning after a response is given. If I can I will of course answer their questions... otherwise I just copy/paste one of my standard responses and it is sufficient enough for 100% of the emails I get and they will respond with something like "thank you so much I will do just that". At least it is pointing them in the right direction which is still providing a great customer service experience.

Of course many of my emails I am able to help them myself and again I am not saying that this is how it should be for each designer. I am just again informing of my own personal experience and that it is positive for me. No complaints!




Please note, I am an independent designer that lists my work for sale through Zazzle; however, they fulfill all aspects of the manufacturing and shipping of said designs. Answers to your inquiries can be found at  https://www.zazzle.com/about/ask  Click the link so that questions about your order or shipping can be answered by Zazzle's wonderful Customer Care team members. Thank you for your order.

I am the designer however Zazzle fulfills all the orders (manufacturing and shipping, etc.)  You will have to place the order through them.  On each design page you will be able to change the text as needed, choose the quantity you would like to order, place the items in your cart, go to the cart and complete the checkout process.  I cannot choose the quantity for you.  All aspects of ordering is done through Zazzle.

If you have already placed the order I cannot make any changes for you.  I am only the independent designer so Zazzle fulfills all the manufacturing and shipping requirements.  To make any changes now you would need to cancel the first order and do a re-order. Let me know if you have any questions I can help you with of course.

Posted: Wednesday, December 11, 2019 7:39:56 AM
ThePinkRibbonShoppe wrote:
Rebecca @ ZingerBug wrote:
reflections06 wrote:

I have many, many product reviews left by customers that start out with "The designer was kind enough to..." or "So glad I was able to get in touch with the seller" etc., so forth and so on. As well as the customer contact I have all week long with custom designs.

So yes, I am 100% confident that prompt, courteous customer service creates an environment where customers are happy to tell others about you and your work, as well as possibly creating repeat customers.

I still would like to know how you go about assisting customers with questions about products you've never actually seen. I feel like I'm guessing at answers based on a 2 sentence description on the product page, and I don't know if that qualifies as "prompt, courteous customer service," because I'm pretty sure that I'm not guessing right 100% of the time.

Once again, my problem here is not that I don't think customer service is important. I absolutely DO think it's important - otherwise I wouldn't have been up until 2am researching paper and trying to answer questions that I have no clue about! The problem is that I DON'T KNOW THE ANSWERS! And I really have no adequate way of finding out.

I've ordered what I needed .... one reason to see for myself ... but especially if I needed them on hand for my B&M walk in customers or for display in my convention booth.


Yes I have ordered many things from Zazzle too! So I do know what the products look/feel like in real life Love
Posted: Wednesday, December 11, 2019 7:43:23 AM
Since there are 19 pages (!!) of replies to this thread, I'm thinking this might have been mentioned already...but I don't have time to read 19 pages of replies right now - so I'm just going to leave this here as my official "feedback" of the chat feature:
I just got an angry "chat" message from a customer who is mad at Zazzle over something I have NO control over. She forgot to change the name on the notebook she ordered and wanted ME to do it for her (after the order had processed). I explained that I couldn't, and sent her to Zazzle's support page. I don't know what they told her (my guess: return it and re-order), but whatever they said made her feel it necessary to come back to the chat and tell me how "stupid" it is that she "can't contact the designer to add a name" and that she will "never order from Zazzle again."

On the one hand - it's one customer, one order, etc.

But on the other hand - why should I be the one taking the brunt of this customer's anger when her issue had nothing to do with me? She clearly doesn't understand the process, but since Zazzle has connected us via "chat" she thinks that *I* have more power than I actually do. And her complaint is primarily toward me as the designer - that I (as the designer) can't fix her problem....not that Zazzle couldn't help her, but that I couldn't.

So, while I have used the chat feature successfully to help customers with design/customization issues, this negative side-effect of customers being able to take their anger with Zazzle out on me is really not cool.

In short:
Feedback 1: I don't like the negative side effects of the chat feature.
Suggestion: Could there be a pop-up or something that happens when customers click the "chat" button - something that tells them that designers are not Zazzle customer support/tech support/etc?

Thanks for listening! :-)

Posted: Wednesday, December 11, 2019 8:08:55 AM
It's completely understandable that customers don't know we don't work at or for Zazzle. Why should they know this? And if told that we're not employed by Zazzle, how might they even understand this if they've never known an artist or writer or whatever? Recently, I was trying to explain it to someone in her twenties, and she was at sea with it. She understood that a person either worked for someone else or worked completely on their own and nothing in between. I was surprised, but the more I thought about, the less surprised I became. Doesn't the majority of the population work for someone else and get paid by that person?

Everyone has spoken in one way or another about this problem here on the forum, and I imagine Zazzle has had meetings about it, tossing in ideas on how to handle it. The one thing I hope they've also been considering is what I described above, which is the understandable ignorance of the public concerning who and what the designer is.

There has to be a way to send real customer-service questions in the correct direction most of the time without those questions first going through the designer. It can't be done with a simple explanation such as I tried to give that twenty-something I was talking with. It's not going to work, not even if the explanation is that the designer handles only the design work. Customers can't necessarily separate design work from product design.
Posted: Wednesday, December 11, 2019 8:37:03 AM
In terms of ordering one's own products to see what they look like... well, it's an interesting idea, but I design for hundreds of different products - I can't be buying guitar cases and leggings and sweat shirts and clocks and shot glasses and iPhone cases, and candles, and on and on and on. And even with just the paper products there are so many different kinds, not to mention all of the different papers. There's just no way I could afford to order samples of each one. Plus, my understanding is that Zazzle uses different printers based on the customer's location. So how would I possibly know what the paper choices look like for that particular customer?

I dunno… I mean, I'm glad that's working for some of you, but it seems like it's only a viable option if your design work is much more specialized than mine is.
Posted: Wednesday, December 11, 2019 8:40:56 AM
Lise Wong wrote:

I have a few standard replies (listed below) depending on what they are looking for and I have never had anyone keep questioning after a response is given. If I can I will of course answer their questions... otherwise I just copy/paste one of my standard responses and it is sufficient enough for 100% of the emails I get and they will respond with something like "thank you so much I will do just that". At least it is pointing them in the right direction which is still providing a great customer service experience.


Thanks Lise, I'll try to come up with some standard responses, because clearly, whatever I'm saying now it's just not getting through to people that I don't have the answers they're looking for!
Posted: Wednesday, December 11, 2019 8:54:39 AM
Rebecca @ ZingerBug wrote:
[quote=reflections06]
I still would like to know how you go about assisting customers with questions about products you've never actually seen. I feel like I'm guessing at answers based on a 2 sentence description on the product page, and I don't know if that qualifies as "prompt, courteous customer service," because I'm pretty sure that I'm not guessing right 100% of the time.

Once again, my problem here is not that I don't think customer service is important. I absolutely DO think it's important - otherwise I wouldn't have been up until 2am researching paper and trying to answer questions that I have no clue about! The problem is that I DON'T KNOW THE ANSWERS! And I really have no adequate way of finding out.


Since it's rather improbable for every designer to actually own every single product zazzle sells (to describe the product from a first person perspective), all anyone can really do is relay to the customer what the product description says. I do this all the time, and if the customer has additional questions, that's when I refer them to CS. Most of the time, the way I describe it is enough for the customer to be satisfied.

The new chat does have "filters" for the customer to use before they ever even get to the actual designer, but a lot of the time the customer doesn't use the filters properly or they don't see the right ones that fit their questions. I do think zazzle could improve on that.
Posted: Wednesday, December 11, 2019 8:59:13 AM
Lise Wong wrote:


I have a few standard replies (listed below) depending on what they are looking for and I have never had anyone keep questioning after a response is given. If I can I will of course answer their questions... otherwise I just copy/paste one of my standard responses and it is sufficient enough for 100% of the emails I get and they will respond with something like "thank you so much I will do just that". At least it is pointing them in the right direction which is still providing a great customer service experience.

Of course many of my emails I am able to help them myself and again I am not saying that this is how it should be for each designer. I am just again informing of my own personal experience and that it is positive for me. No complaints!




Please note, I am an independent designer that lists my work for sale through Zazzle; however, they fulfill all aspects of the manufacturing and shipping of said designs. Answers to your inquiries can be found at  https://www.zazzle.com/about/ask  Click the link so that questions about your order or shipping can be answered by Zazzle's wonderful Customer Care team members. Thank you for your order.

I am the designer however Zazzle fulfills all the orders (manufacturing and shipping, etc.)  You will have to place the order through them.  On each design page you will be able to change the text as needed, choose the quantity you would like to order, place the items in your cart, go to the cart and complete the checkout process.  I cannot choose the quantity for you.  All aspects of ordering is done through Zazzle.

If you have already placed the order I cannot make any changes for you.  I am only the independent designer so Zazzle fulfills all the manufacturing and shipping requirements.  To make any changes now you would need to cancel the first order and do a re-order. Let me know if you have any questions I can help you with of course.



I do exactly the same thing with the same results. Grin

It's quick, the customer is satisfied (or at least pointed in the proper direction), and that's that. Once in a while they have 100 more questions but that's really not that common, and it doesn't bother me in the least.
Posted: Wednesday, December 11, 2019 12:35:13 PM
It's good. I just hope they realize that we aren't sitting here waiting for them to chat. So the reply won't be instant.
Posted: Thursday, December 12, 2019 6:46:37 AM
Rebecca @ ZingerBug wrote:
In terms of ordering one's own products to see what they look like... well, it's an interesting idea, but I design for hundreds of different products - I can't be buying guitar cases and leggings and sweat shirts and clocks and shot glasses and iPhone cases, and candles, and on and on and on. And even with just the paper products there are so many different kinds, not to mention all of the different papers. There's just no way I could afford to order samples of each one. Plus, my understanding is that Zazzle uses different printers based on the customer's location. So how would I possibly know what the paper choices look like for that particular customer?

I dunno… I mean, I'm glad that's working for some of you, but it seems like it's only a viable option if your design work is much more specialized than mine is.


My previous statement of buying Zazzle products "as needed" referred to "my bread and butter" products when I first got started in the POD world. I bought stuff from Zazzle, Printfection and Cafepress. Then decided which products I wanted to promote from each one. It helped "me" in working with local customers, whom are my first priority. (And if you do decide to buy something, it's a business expense on your taxes.)

I used POD earnings over time to buy my own printing equipment. I have my own inventory. So I don't have to rely heavily on PODs as much as I used to. I just want to be a content provider. That is it. Laughing

To "me" Etsy and Zazzle are not comparable. "I" don't think one is better than the other. I made more money per sale at Etsy, even though I had to do more work.

I have found that saved copy/paste responses is a must, because people don't wanna read. Over the past few years, I have found out putting pertinent info in bullet point form in 1 or 2 product photos seems to work. Idea



Posted: Thursday, December 12, 2019 11:17:10 AM
ThePinkRibbonShoppe wrote:
Rebecca @ ZingerBug wrote:
In terms of ordering one's own products to see what they look like... well, it's an interesting idea, but I design for hundreds of different products - I can't be buying guitar cases and leggings and sweat shirts and clocks and shot glasses and iPhone cases, and candles, and on and on and on. And even with just the paper products there are so many different kinds, not to mention all of the different papers. There's just no way I could afford to order samples of each one. Plus, my understanding is that Zazzle uses different printers based on the customer's location. So how would I possibly know what the paper choices look like for that particular customer?

I dunno… I mean, I'm glad that's working for some of you, but it seems like it's only a viable option if your design work is much more specialized than mine is.


My previous statement of buying Zazzle products "as needed" referred to "my bread and butter" products when I first got started in the POD world. I bought stuff from Zazzle, Printfection and Cafepress. Then decided which products I wanted to promote from each one. It helped "me" in working with local customers, whom are my first priority. (And if you do decide to buy something, it's a business expense on your taxes.)

I used POD earnings over time to buy my own printing equipment. I have my own inventory. So I don't have to rely heavily on PODs as much as I used to. I just want to be a content provider. That is it. Laughing

To "me" Etsy and Zazzle are not comparable. "I" don't think one is better than the other. I made more money per sale at Etsy, even though I had to do more work.

I have found that saved copy/paste responses is a must, because people don't wanna read. Over the past few years, I have found out putting pertinent info in bullet point form in 1 or 2 product photos seems to work. Idea



Thanks so much for your thoughts. I just want to clarify that the frustration I'm expressing here has nothing to do with you or any other designers who are making helpful suggestions. I'm just feeling like the way this has all been rolled out, it's really changed the equation in terms of what I thought I was signing up for.

I understand that many folks are here because they're trying to run/build a business - so this is probably a great and helpful feature for that. The thing is, that's not why I'm here. If I wanted the stress of having to deal with clients I'd go back to database design where I could be making infinitely more money for my trouble!

I just want to have some fun, enjoy my semi-retired state, design some templates for Zazzle's customers, and hopefully make enough money to pay for my health insurance. But ultimately, having the freedom to ignore it whenever I want or need to is my top priority.

So, I'm struggling with this feature and trying to figure out how to adjust.
Posted: Thursday, December 12, 2019 12:18:30 PM
Rebecca @ ZingerBug wrote:
I just want to have some fun, enjoy my semi-retired state, design some templates for Zazzle's customers, and hopefully make enough money to pay for my health insurance. But ultimately, having the freedom to ignore it whenever I want or need to is my top priority.

I'm willing to bet your viewpoint is that of the majority of us.
Posted: Thursday, December 12, 2019 1:32:54 PM
Gina ©gleem wrote:
MarBethHomeDecor wrote:
Gina ©gleem wrote:
MarBethHomeDecor wrote:

I am sorry but Zazzlers, who come on the forum with a "keep out " sign for other Zazzlers have no business dealing with customers.


Not looking for an argument, but I have to ask...Was that comment really necessary? I think we should speak of ourselves and not of others.



Gina

Some of your fellow Zazzlers will chase customers away from Zazzle. Think about it


And, I suppose, some of my fellow Zazzler's could say the same about me.

I don't mind dealing with customers. I have a background in retail. But this "chat" stinks of social media and I want no part of it. I think it is great for those that want it, and can make use of it, but it just doesn't fit into my day/night/life. When/If a customer should "chat" me, they will not get a response, and that won't bode well for others if the customer should think others will also ignore "chat".


I haven't checked this feature since they implemented it and don't plan to. If someone leaves a message they won't get a response. Chat is turned off on my other social media too. I'm not online all the time. If I were, I'd get nothing done.
Posted: Thursday, December 12, 2019 8:39:55 PM
Rebecca @ ZingerBug wrote:
I don't really think that Zazzle's goal here was to have us doing customer service for them. I think they're just committed to this chat thing because they see it as integral to the collaborations thing, and us getting stuck with customer service duties is just fallout from that decision.

But seriously, I just spent 45 minutes answering questions about paper... questions that I am NOT qualified to answer! And yes, I already told the customer that I didn't know, I'd never seen the paper, I was only going by the product descriptions, and that she should contact customer support. But she just kept asking me over and over... plus this was all taking place at 1am as I'm trying desperately to get to bed!

So I'm doing my best, but I'm just not qualified for this, and what happens if I give her the wrong answer? Honestly, I'm not a paper expert - I can't just look at the description and know what 55lb paper means. Plus... I think she's on the other side of the globe, so probably it's a different printer there, and everything I just told her does not apply.

It's not about being willing to help, or to put in the time, or caring about my customers, or any of the other issues that people keep raising here. It's about making sure the customer gets an accurate answer in a timely manner, and that's a service I'm just not capable of providing.


Zinger, I'm sure Zazzle's goal was not to have us do customer service for them, and I know the chat function is not integral to the collaborations. They do collaborations through invite, not chat. Chat is for us to answer questions to the customers about our designs only.

I understand you wanted to be helpful to the customer in answering her question about the paper, but you definitely did not have to. So maybe she gets miffed if you don't answer her and goes to another designer's store to shop. I would have considered it no great loss, as I'm not going to spend my time answering questions I'm not qualified to answer.
Posted: Thursday, December 12, 2019 8:45:31 PM
Catnip wrote:
none of us need to justify why we don't want to chat


Amen to that! Although I do want to have the ability to chat with my customers about my designs only, I certainly can understand why some people would not want to chat. You're absolutely right that customers are going to expect us to be able to answer customer service related questions. I will just kindly refer to customer care, and if they get irritated with me, then so be it. I might lose a few sales, but I'm sure it will only be a drop in the bucket in the grand scheme of things.
Posted: Thursday, December 12, 2019 8:50:20 PM
reflections06 wrote:
[quote=Catnip]Anyway after all this feedback, I certainly hope zazzle will fine tune the chat options, to make it work better for both designers and customers.


I certainly hope so, too. I think at the very least there should be some kind of disclaimer from Zazzle aimed towards the customer that the designers are not qualified to answer customer service related questions and that the chat function should be used to contact the designer about questions or help with the design only and not the product.
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