Replyco Announces Etsy Marketplace Integration
From same screen order data, to team collaboration and SLA support, read how Replyco can help you manage customer messages from Etsy, the fastest growing online retailer.
The best way to kick off 2022 is to integrate with the fastest growing US marketplace. Drumroll please… Replyco is delighted to announce that online sellers can now manage Etsy customer messages alongside other marketplaces, like eBay and Amazon, from one unified helpdesk.
Cue the applause and read on to learn more about Etsy’s growth and integration details.
Etsy leads in marketplace growth
The National Retail Federation reported that Etsy, a global marketplace offering handmade and vintage items, craft supplies, and digital downloads, has joined the elite group of online retailers (including Walmart, Chewy, and Amazon) that captured 72.3% of total US e-commerce sales in 2021.
According to Etsy CEO Josh Silverman, “Etsy dramatically outperformed eCommerce industry benchmarks in 2020, and now, in 2021, we’re lapping that performance with flying colors.” Etsy attributed much of their growth to new users that “found or re-found Etsy” and are sticking with them. If you’re not already tapping into this growing customer base, you should be.
The majority of Replyco users sell on multiple marketplaces and platforms, including Etsy, and that number is growing. Outside of Amazon Feedback, the Etsy integration has been the most requested feature we’ve had, and given the growth rates reported above, we’re not surprised.
How to manage Etsy customer messages
The ability to quickly respond to messages is a key metric in measuring marketplace success, regardless of where you sell. Etsy, like Amazon and eBay, expects sellers to respond to 95% of messages within 24 hours to become a Star Seller.
So how can the Etsy / Replyco integration help you?
View customer and order data alongside messages
Once integrated, Replyco pulls in all messages from Etsy and displays important order and customer data alongside branded messages. This means no more wasting time digging for data.
Distribute the workload and team assignments
Etsy does not support multiple team members or staff under the same account. It makes managing your growing store, especially customer support, a challenge.
With Replyco, you can have an unlimited number of team members and automatically assign messages as they arrive into the app. This helps better distribute the workload, set role expectations, and avoid user collision.
Team assignments are also very useful when managing and escalating problem tickets.
Internal notes for better collaboration
Our popular internal notes feature further supports teams by providing a place to add and respond to internal messages that are not visible to the customer. This means that everything is documented from message receipt, to escalation, and resolution.
These notes live alongside customer messages within the customer and order data view. They are especially useful if someone from another department (like shipping) doesn’t have access to your Etsy account.
Manage SLA priorities
As we mentioned earlier, Etsy has some strict policies on how quickly you respond to messages. This includes buyer to seller, seller to seller, and even messages you deem as spam. Ignoring them isn’t an option, so you either have to respond or mark it as spam. Either way, you have to take action.
With the Replyco Etsy integration, you can set up rules to automatically assign SLAs and trigger alerts so unanswered messages don’t get lost or forgotten.
There are so many advantages to having a helpdesk that manages all of your customer messages in one place, and we’re thrilled to add Etsy to our growing list of integrations.
Our team is dedicated to implementing customer requested features centered around saving time and money. We encourage you to visit our Product Roadmap and join the conversation.