Question
I see that customer service is important at Rivly and valued highly in product search ranks. How can I improve my customer service score?
Answer
Service to our customers, quality products and fast shipping are all core features Rivly’s mission to give our shoppers the transparency and accountability they expect and deserve.
You can gauge how you’re doing and see where you can improve on the “Service Score” page, which includes metrics such as:
- actual handling time
- cancelation ratio
- meeting delivery expectations
- listing quality
- customer message response time during and outside of store hours
- return percentage
We use our customer service as a way to ensure top notch service standards are met across our marketplace. Sellers with higher service scores can see higher search ranks for their products, and sellers with lower service scores can be placed in an improvement program or suspended.