Connecting through customer support

In 2015, our approach to customer service for our sellers and buyers continued to emphasize personalized assistance along with a focus on transparency and directness.

Our support team communicated with 334,000 Etsy members around the world over email, handling an average of 1,890 incoming emails every day.

The phone support team handled more than 100,000 requests in 2015, covering more topics than ever for our members.

Buyers account for about 37.5% of our incoming support volume, often needing help contacting a seller about a specific order or item. Sellers, who make up the other 62.5% of our support volume, have a much wider variety of questions. These range from clarification of a bill or our site policies, to troubleshooting site features and optimizing shop performance.

In our moderated forums, a unique venue for sellers to share their thoughts with one another and Etsy staff, 95,900 Etsy members created 7.1 million posts.

In addition to answering specific questions from Etsy sellers, our support team also provided tailored, one-on-one business support. Support team employees helped sellers analyze their Shop Stats and conducted more than 6,000 shop critiques for sellers, focusing on best practices for listing and promoting items.