eBay has integrated Skype (a public voice over IP application) chat and voice into hundreds of categories on eBay sites globally. By integrating Skype in the marketplace, eBay sellers have the option of including Skype functionality to their eBay listings. This fosters more consumer to consumer (c2c) communication, in which eBay sellers can provide better customer care and build trust with buyers by answering questions quickly. Buyers also feel more confident to ask for details and get answers using chat or call, without waiting for email responses. Challenges and design solutions regarding trust and safety, building credibility, co-branding, and designing for global eBay communities are discussed.
Disclaimer. The views expressed herein are those of the author and do not necessarily reflect those of eBay Inc. or its subsidiaries, management, or employees.