Bonanza Won Best Customer Service 2020 and Then Got Even Better

Hello Bonanza Community! Jackson, Head of Customer Support here, touching base with you about our award-winning support team. Last year Bonanza took top spots for Customer Service, Communication, and Ease of Use In the EcommerceBytes Sellers Choice Awards 2020. Our team was thrilled to receive this positive feedback, but we have not rested on our laurels. We've all been working hard this past year to make our customer support services even better. Our goal is always to get you the help you need quickly and efficiently.

Shorter first-reply time

We wrapped up the year accomplishing our goal of an average of Less than 24 hour First Reply Time. When you need help, we want to get you answers fast. You can write to our support team using [email protected] or from our Contact Support page.

Streamlined support ticket triage

We have streamlined the support ticket triage process. Once you've contacted us, our triage manager, Judy, handles your support ticket expeditiously by getting it into the hands of the most experienced agent for your question. This optimized flow has contributed to our shorter first-reply time.

We also have a new helper called Answer Bot. When you write to support, relevant help pages will be automatically suggested to you based on the question you ask. With this, you may be able to obtain the answers you need even before Judy has had a chance to triage your ticket!

YouTube support series

Brianna and Wanda from the Customer Support team have been busy making new tutorial videos. If you are not subscribed yet, you can do so HERE. These videos are an easy way to see exactly how to accomplish your tasks. Have you ever looked at your billing statement and wondered how to see your annual sales report? Wanda shows you how simple that is HERE. Brianna helps you to check your advertising rate so you can choose the best level for your business. She also shows you how to create a shipping profile to easily adjust your shipping options in bulk HERE. Brianna and Wanda will continue to create videos that make selling easier for you in 2021. We'd love to hear your ideas for future videos in the comments below.

Updated Help Center

If you are a DIYer, you've probably looked up answers to your questions in our help center. We updated the help center this year to help you effectively navigate the articles. We have also been working on increasing the self-service options. Our goal is to provide you with the information you need, so we have added even more new help articles and videos.

At Bonanza, we are constantly striving to improve. If there is anything that you haven't been able to find an answer for in our help pages, please let us know in the comments. Sometimes we just need to add a new keyword to ensure we are pointing you in the right direction. And don't forget to make your voice heard by voting in the EcommerceBytes Sellers Choice Awards 2021 !