I just got a message from customer service, and at the top it says:
Customer Support is available 24/7
Current First Response Time is 12-18 hours
I wonder what it would be like if their back-end worked much like the front end of Fiverr. If they were held to response times, ratings, unhappy buyer/sellers dealing with customer support, etc. — how quickly would the 90%s be changed to another metric, or the 4.8-star rating change to a lower metric. I wonder what the equivalent of a cancellation would be? Perhaps make it so they’re not so quick to cancel our orders as well?
While it makes sense for an initial promotion to Level 1 to have a high bar to weed out people who can’t even meet those standards, maintaining them is another ball of wax. To hold the marketplace to different standards than you hold yourself to — the 5-minute response window for Available Now and 24 hour response window for other messages — versus their response time average of 12-18 hours…if they aren’t penalized for longer response times, that’s not eating your own dog food.
What is this concept in business? Well, for example, it means that Moodle the open source program for online courses (i.e. courseware package) is run on the Moodle platform. It means that Quickbooks should use Quickbooks for their corporate accounting system. It means that Microsoft should use Windows Server (not Linux). If you don’t use your own product in-house, how do you really know what it feels like to use your product?
To take this to the extreme, I think our customer support people should be displayed like gigs and we could shop for good customer support representatives in a marketplace according to their levels & ratings. At the very least, they should have Fiverr gigs on the side of their own to make money in their spare time, to learn what it’s like in the real world when you’re both a Fiverr seller and have a job. And of course have no additional perks for also working at Fiverr (i.e. still pay 20% on both gig price & tips, be rated and evaluated along with everyone else in the marketplace, and be knocked down for poor response time or cancelled gigs just like everyone else).
I wonder how many Fiverr employees — and most especially policymakers — know what it’s like to be on the other end of the platform.