Etsy's Most Active Sellers Get New Support Program

Chris CrumeCommerce & Retail

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Etsy announced the launch of a new Seller Account Management Program, which it is positioning as another option, in addition to its phones, email forums, and Seller Handbook, for seller support.

The program offers what the company calls "tailored, high-touch support" to the marketplace's most active sellers. It initially started as a pilot with a few sellers, but now they're opening up 50 more slots, which active sellers can apply for. You can apply anytime before September 15th, and they'll open applications to additional sellers next year.

"We’ve found that sellers’ support needs tend to change as their shops grow and they branch into new product lines and sales channels," says Etsy's Camilla Gurun. "Sellers in the program are assigned a dedicated Seller Account Manager to provide additional coaching related to their particular needs."

"First and foremost, the Seller Account Management program is designed for sellers who are aligned with Etsy’s values, and are committed to growing responsibly and transparently on the platform," she says. "While we have found that the Seller Account Management program tends to be best suited for higher volume sellers, as their basic need for support assistance is much greater, any active seller excited about the opportunity is encouraged to apply. We’re looking forward to hearing from sellers who are ready to utilize this line of support to its fullest advantage and are passionate about developing a relationship with an Etsy expert. As we review applications, we’ll consider the ways a seller envisions using Seller Account Management resources, the amount we think these resources can impact their business, and whether they are in good standing with Etsy.

Here's the list of things a seller account manager might be able to assist with (per Etsy's FAQ page):

- Trust & Safety/Marketplace Integrity

- Case review and management

- Issues with reviews

- Issues with non-delivery

- Payments/billing/shipping issues

- Shop critiques

- General support issues

- Education for using Etsy tools and best practices

- Stats, Promoted Listings, tags, etc.

- Providing information about local events and teams

- Proactive support, including the sharing of resources and Help articles that pertain to a seller's shop

- Fielding of seller feedback to the appropriate internal departments

- Informing sellers of Etsy product prototypes, surveys, or research that might pertain to their shop

- Coaching and guidance for issues that arise as a shop grows. Examples could include: hiring help and scaling sustainably

Etsy has about a million and a half sellers, so obviously the new program is going to be open to a very small percentage. As the company notes, however, many of the same services offered through the program are available through its other channels.

Image via Etsy

Chris Crum
Chris Crum has been a part of the WebProNews team and the iEntry Network of B2B Publications since 2003. Follow Chris on Twitter, on StumbleUpon, on Pinterest and/or on Google: +Chris Crum.