Etsy is so successful in part because sellers have the unique opportunity to really connect with shoppers. These online store owners have the ability to directly communicate with customers, allowing for a more personalized and special experience. I love going the extra mile for my buyers and making them happy. Let’s look at a few ways to give customers the best customer service possible when selling on Etsy! These are the customer service tips I live by.

1. Respond Quickly

Don’t wait days to return messages from your customers. This can lead a potential (or existing) buyer to shop elsewhere. I try to respond quickly to Etsy conversations and I firmly believe this gives me an advantage. You don’t have to wake up in the middle of the night to check your messages, but be sure to check them frequently during your business hours. I believe this contributes exponentially to the success of my Etsy shop.

2. Say Thank You

One of the easiest customer service tips I can offer is to always show your customers that you appreciate their business. This can be done in many ways- from a simple handwritten note in the package to a nice response if they message you and say they love their purchase. Just be sure to respect their boundaries and never send spammy or unsolicited messages. Sites like Etsy have specific rules about what kind of contact is allowed, so check their Terms of Use to know what is permitted.

3. Include Coupons and Discounts

Another way to wow your shoppers is by including a small card with a thank you message and coupon with their purchase. Etsy also has the option to send buyers an automatic email that has a coupon code right after their purchase. This encourages repeat buyers by giving them a little incentive if they make another purchase.

4. Listen to Concerns or Complaints

Another essential part of amazing customer service on Etsy is responding patiently and professionally to any issues. Try to make any problems right if at all possible. It is also wise to listen to suggestions from your customers. For example, if they love your products, but mention that they weren’t packaged very well, take that seriously and work on improving this aspect for future orders.

What other ways do you try to give your Etsy customers the best experience possible?

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Rebecca George

Designer at Purple and Lime, Inc.

A Cincinnati native, Rebecca studied Art History & Geology at the University of Michigan. From there, she earned a degree in Fashion Design and Marketing from the American Intercontinental University in London, England. Highlights of her career include having several pieces from her graduation collection featured in the international fashion magazine i-D (UK, Feb. 2007) and working on men’s leather pouches for the movie Elizabeth: The Golden Age (which won an Oscar for Best Costume). Her brand "Purple and Lime" is a line of super-fun womenswear, jewelry, and accessories based in Chicago. She has been successfully selling her line on Etsy and in shops for four years, and enjoys teaching others about online handmade selling!

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