Case Study: eBay achieves award-winning GigCX support with Limitless Technology

The multinational e-commerce giant uses GigCX in award-winning programme to connect their most successful Sellers with those looking for advice and coaching selling their own items

eBay partnered with Limitless Technology to tackle the challenge of supporting 25 million Sellers across around 190 markets while maintaining a high-quality experience. Using Limitless’s Onboard and Support solutions, eBay looked for a scalable way to help Sellers get the guidance they needed without overburdening traditional support.

Limitless Technology implemented its GigCX platform to route Seller questions on topics like listings, fees, shipping, returns, and payments to experienced Seller Experts who could provide real-world advice and coaching. The program helped eBay reduce cost per case and re-contact rates versus in-house and outsourced operations, while maintaining consistently high CSAT scores, and the partnership won the ECCCSA “Best Customer Engagement Initiative” award.

eBay

Rob Hattrell

Vice President