eBay has chosen TightLink to power a collaborative customer-service solution aimed at licensed application developers. Third-party companies enrolled in eBay's API Developers Program are responsible for driving large volumes of merchandise through eBay. Replacing a system that used shared email folders, TightLink's Web-based application delivers a unique, collaborative service model that provides visibility and accountability to eBay support agents, vendors and high volume customers.
Using the TightLink system, eBay developer technical support representatives will be notified immediately when an incoming inquiry arrives, as well as when it is responded to, in one Web-based thread. This empowers many representatives across different groups and departments to keep abreast of a specific case and collaborate in order to determine the best solution for the customer. eBay has also leveraged TightLink's roles-based access management feature by creating customized workgroups. This allows the support team to create workgroups based on technical knowledge. The groups can collaborate online in their areas of expertise, develop a plan for action, and then respond to the customer.
eBay is currently using TightLink Service for 50 licensed developers with plans to roll the application out to additional customers in the coming months.
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