Blogger Darren Murph was surprised back in September when he sent PayPal President David Marcus a direct message on Twitter  about customer service problems at the company and actually got a reply from the man himself. Marcus invited Murph to come talk to him at PayPal’s campus in San Jose, Calif., and the resulting interview…

All, I’m still answering specific questions through email and comments here on Ink but in the meantime, I wanted to share a little sneak peak into what is happening behind the scenes. In addition to our usual Customer Service call center and PR efforts around news like this, we have also established two dedicated Communications…

The following video was recorded earlier today at eBay’s Customer Service HQ in Salt Lake City, Utah. Andrew Chase (aka @ebay_andy) has joined me on past podcasts to help answer seller questions around previous announcements we’ve made in the marketplace. I find him an extremely knowledgeable and unsung hero for our community – similar to…

eBay announced some significant changes to the selling and buying experience in the US marketplace today. Beginning March 30, sellers across the board will be able to experience lower up-front cost (in some instances zero up-front cost) when listing items on ebay.com.

According to the fifth annual NRF Foundation/American Express Customers’ Choice survey, eBay is ranked #12 overall for customer service in 2009 (up 2 from #14 in 2008). The NRF Foundation/American Express 2009 Customer Service survey was designed to gauge consumer attitudes toward retailers’ customer service and to provide a listing of the top customer service…

eBay Inc. has announced that it plans to expand its European customer service operations in Dublin, Ireland – dubbing it a “European Centre of Excellence.” The expansion in Dublin means a scaling back of its additional existing European customer service center in Dreilinden, Germany that will now be refocused on providing local, German-language support only….

eBay has announced that it is consolidating North America customer service operations by expanding its Salt Lake City Customer Support center operation but closing its Vancouver, Canada office. In a press release this afternoon eBay said that “the action is expected to capture efficiencies, expand support to customers and facilitate the delivery of new service…

One of the biggest topics of conversation to come out of this week’s Spring announcement regarding the eBay Marketplace was the changes to the resolution process. Yesterday, I shared an interview with Todd Lutwak and focused more on the Smart FAQs and package tracking. Today, I’m sharing a conversation with Chad O’Meara, VP of eBay…

The Twitter bug that has been biting seemingly everyone over the past 3 months has also penetrated a number of groups here at eBay Inc. The eBay Developer Program has been on Twitter since last Summer (@eBayDevProgram) as have I (@ebayinkblog). But we’ve seen some recent additions too, both internationally (@eBayUK and @eBayDE) and from…

According to the fourth annual NRF Foundation/American Express Customers’ Choice survey, eBay is ranked #14 overall for customer service in 2008 (down 1 from #13 in 2007). The NRF is the same organization that back in September claimed that selling on the Internet is so addictive, people are getting hooked and satisfying their addiction by…