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Client: eBay
Year: 2008
ebay.com
What
Eric Reiss, CEO of FatDUX, conducted a comprehensive service-design presentation to a group of web professionals in Miami, FL. eBay was one of the case stories where Eric pointed out serious problems, particularly with regard to the contact interface.
How
Three representatives from eBay talked to Eric Reiss immediately after the presentation to hear more about the specific problem and to work out a solution. This meeting took place on a Saturday afternoon in Miami, FL. One of the representatives flew immediately back to Ca- lifornia, where the eBay team worked all of Sunday to rectify the problem. On Monday, eBay could report back to FatDUX that the problems had been solved.
Results
Not only did eBay significantly improve their customer service, FatDUX has been an unoffi- cial advisor with regard to search-engine improvements and the integration of social media. Note: although eBay is not an official FatDUX client, we maintain regular contact with their user-experience team.
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