Case Study: eBay achieves real-time customer feedback triage with Airtable

eBay slashes feedback triage by 90% with Airtable

eBay, a major online marketplace, faced significant challenges in managing over a million pieces of diverse customer feedback annually. The process of collecting, translating, tagging, and routing this feedback was fragmented and slow, taking weeks just to triage and months to fully resolve issues. To address this, eBay implemented Airtable's ProductCentral platform.

Using Airtable's AI-native workflows, eBay automated the tagging, categorization, and translation of customer feedback in real time. This solution integrated with Jira to instantly create engineering tickets and route insights to the correct teams. The results were substantial: feedback triage was slashed from weeks to minutes, issue resolution time was cut by over eight months, and the platform now handles over one million customer insights instantly, leading to faster product improvements.

eBay