| Discussion Forum: Thread 167935 |
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| | | Author: | Cyberclark  | | Posted: | Mar 28, 2014 09:19 | | Subject: | Better Communication when privileges change | | Viewed: | 163 times | | Topic: | Suggestions | | Status: | Open | | Vote: | [Yes|No] | |
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| So there was a post today here: http://www.bricklink.com/message.asp?ID=807655
We see this all the time! Help my privileges were revoked, why what did I do,
how do I fix it? Fortunately I have never had this happen to me but I could
see it as a source of great concern to those who it does happen to. How many
people say never mind this is too frustrating and never come back to buy here
again?
As a website that is trying to move into the 21st century and bring in new buyers
and be more user friendly I think a very simple fix would be to improve the communication
that is made when a users buying/selling privileges are changed.
I assume there is some form the admin goes to to make such changes and that there
are check boxes that are checked to close a users store. Upon hitting the change
user status button, Why not make the system also send a message through the messaging
system that briefly explains the reason for the closure and points them to an
FAQ page that lists the possible reasons for closure and what the steps are that
they need to do for reinstatement. A simple message asking to contact the admin,
with no details on how to do so is pretty vague.
The message template could vary based on the reason for closure, but here is
an example for an email that could be sent to store being closed for preemptive
action.
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Dear [Username],
Thank you for your interest in Bricklink. Your store has been temporarily suspended
from selling due to [reason from system here] (ex. having too many rare items,
complaints from community members, suspected underage operator, etc.). We apologize
for this inconvenience but we must take such actions from time to time to protect
the community and ensure new sellers are listing items in compliance with the
TOS of the site. We would like to get this resolved as quickly as you would so
you can get back to selling. In order to resume selling we just need you to
provide us with the following documentation. [list of items from system] (ex.
photo proof of inventory, photo of ID, etc etc). You can send the proper items
by sending them to [insert proper email here]. If you have any further questions
there is an FAQ for this subject listed [url here] and as always you can contact
the site administrators [help desk email/webpage here].
Thank you again for your use of our Website.
Bricklink, LTD
-------------------------------------------------
Or something along those lines. I'm not the best at writing these type of
things, so I would leave the exact verbage to the Customer Service gurus, but
I didn't want to provide a suggestion without also providing a possible solution.
One of the biggest barriers to entry to this site IMO is the end-user experience.
How many websites do you browse, but never pull the trigger on buying something
because it was just too convoluted? So now put yourself in a new users shoes,
you take the time to navigate a website that looks to be from 20 years ago, only
to be greated by a vague message telling you you can't do anything yet? I
think the addition of the CS team has been a great first step in the right direction
to solving some of these issues. This suggestion is just an example of another
step you could take to keep moving forward to having a more pleasant end-user
experience.
You know the old Customer Service adage, For every one person that has a good
experience they may tell one other person. Every person that is unhappy with
a service and walks away they tell 10 other people about their issue, thus keeping
more potential users from checking into the site. I want as many new buyers
as possible to come and see the site and buy, buy, buy 
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| | | | | Author: | Lonely_Brick_OH | | Posted: | Mar 28, 2014 09:25 | | Subject: | Re: Better Communication when privileges change | | Viewed: | 29 times | | Topic: | Suggestions | |
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| Excellent idea.
I hope they implement something of the sort.
In Suggestions, Cyberclark writes:
| | So there was a post today here: http://www.bricklink.com/message.asp?ID=807655
We see this all the time! Help my privileges were revoked, why what did I do,
how do I fix it? Fortunately I have never had this happen to me but I could
see it as a source of great concern to those who it does happen to. How many
people say never mind this is too frustrating and never come back to buy here
again?
As a website that is trying to move into the 21st century and bring in new buyers
and be more user friendly I think a very simple fix would be to improve the communication
that is made when a users buying/selling privileges are changed.
I assume there is some form the admin goes to to make such changes and that there
are check boxes that are checked to close a users store. Upon hitting the change
user status button, Why not make the system also send a message through the messaging
system that briefly explains the reason for the closure and points them to an
FAQ page that lists the possible reasons for closure and what the steps are that
they need to do for reinstatement. A simple message asking to contact the admin,
with no details on how to do so is pretty vague.
The message template could vary based on the reason for closure, but here is
an example for an email that could be sent to store being closed for preemptive
action.
----------------------------------------
Dear [Username],
Thank you for your interest in Bricklink. Your store has been temporarily suspended
from selling due to [reason from system here] (ex. having too many rare items,
complaints from community members, suspected underage operator, etc.). We apologize
for this inconvenience but we must take such actions from time to time to protect
the community and ensure new sellers are listing items in compliance with the
TOS of the site. We would like to get this resolved as quickly as you would so
you can get back to selling. In order to resume selling we just need you to
provide us with the following documentation. [list of items from system] (ex.
photo proof of inventory, photo of ID, etc etc). You can send the proper items
by sending them to [insert proper email here]. If you have any further questions
there is an FAQ for this subject listed [url here] and as always you can contact
the site administrators [help desk email/webpage here].
Thank you again for your use of our Website.
Bricklink, LTD
-------------------------------------------------
Or something along those lines. I'm not the best at writing these type of
things, so I would leave the exact verbage to the Customer Service gurus, but
I didn't want to provide a suggestion without also providing a possible solution.
One of the biggest barriers to entry to this site IMO is the end-user experience.
How many websites do you browse, but never pull the trigger on buying something
because it was just too convoluted? So now put yourself in a new users shoes,
you take the time to navigate a website that looks to be from 20 years ago, only
to be greated by a vague message telling you you can't do anything yet? I
think the addition of the CS team has been a great first step in the right direction
to solving some of these issues. This suggestion is just an example of another
step you could take to keep moving forward to having a more pleasant end-user
experience.
You know the old Customer Service adage, For every one person that has a good
experience they may tell one other person. Every person that is unhappy with
a service and walks away they tell 10 other people about their issue, thus keeping
more potential users from checking into the site. I want as many new buyers
as possible to come and see the site and buy, buy, buy
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USA, Florida
