I have been doing Fiverr since 2016, I have not really used CS as frequently as others I suppose, but when I was starting out, I had a couple of issues that made me contact CS and they had a really good response rate. Like, x100 better than now. Usually within 24hours or 2 days.
I contact CS again recently about some issues with 2 of my clients. The first request I sent was 11 days ago, and I’m yet to receive a response, I had to NOT move forward with the order after.
I sent another request 7 days ago asking for information about another client and again I still did not get any response still, Luckily my client is in no rush.
I could’ve done everything without asking CS but what if that resulted in banning my account? Obviously, no one wants that, so you ask CS. But what do you do when CS doesn’t reply?
I think Fiverr really should put some more focus on their CS. CS is key in any business. You have to implement a faster, smoother experience. I know they probably get A LOT of requests within a day but they should really figure something out.
Maybe hire more people for CS? Hire well-experienced sellers? What do you guys think?