Huzzah! eBay and PayPal have taken the steps to give customers a place to easily reach them on Twitter: @AskeBay and @AskPayPal. I find the Paypal account to be anxious to please and it's good that they post their availability hours, but they often work past the posted times. The current PayPal Twitter-team includes includes Adrian (^AM), Olivia (^OJK), and Frank (^FG). The @AskeBay account has been online since December 2011 as part of eBay's push into social media. Here's how frequently they actually tweet:
My email has been deluged for the past 15 years with email from readers and eBay members who want me to help them. I help most everyone who emails me, but the intrinsic problem is, people don't understand that I don't work for eBay. I can't get into existing transactions. What I can do is give you best practices both on Paypal and eBay, but I have no "inner connection" to anyone at the company.
It's serendipitous that @AskPayPal has been active on on Twitter since 2009. Around the same time, I blogged Social Media Marketing? Learn from Successful eBay Sellers and eBay Founder, Pierre Omidyar re-Tweeted the post. That's when I knew I got it right. That's when I knew that I had to expand my books to include customer service.
Customer service is the key to success for any eBay seller or brand. I've been beating this drum for over a decade and it is great to know others finally agree. I wrote a book (aimed at small business) The Ultimate Online Customer Service Guide: How to Connect with your Customers to Sell More and gave examples of small business successfully conncting online.