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Is Etsy Seller Support Getting Better or Worse?

Etsy just announced an update to the very unpopular Star Seller program that they rolled out last year and yet again it has Etsy sellers divided.

This latest update is being billed as a 'perk'. Earn Star Seller status and you'll have a chat button to contact Etsy support right in your dashboard. (instead of having to search it out in the Help pages where it is often elusive and regularly moved around).

On the surface, this sounds like a good idea, if you're Star Seller. Except many sellers are questioning why access to seller support should ever be restricted or used as a 'perk' in the first place. Don't ALL Etsy sellers deserve easy access to support?

It's certainly not a new concept though. VIP customers, loyalty points earners and big spenders have often enjoyed special access to a service provider or retailer.

Personally, I think we should be looking deeper at Etsy's customer service quality instead of focusing on who gets access to a chat button, when and where.

Ever since Etsy's very first day in business they have had notoriously bad customer service. From initially having no customer service at all, to then having it but being bad at delivering it to being slow to respond and more currently, just unable to cope in any meaningful way with the sheer volume of it.

So is Etsy getting at all better at offering seller support service, or worse?

I think the answer is a bit of both. Having been with the platform for 14+ years, I've been witness to a lot of changes. Some of them are positive and some are disappointing.

One thing Etsy HAS improved upon over the years is their customer service attitude. Believe it or not they are way better at dealing with people than they used to be. It used to be pretty bad. So even if the person on the other end can't help you or actually answer your question, they are at least polite about it.

Another major improvement is that there are now multiple ways to contact or be contacted by Etsy when you need assistance. Etsy used to be an email only company. In recent years they've added live chat and telephone call backs. Ok, those aren't always available, Etsy turns them off when they're swamped or short staffed, but it's still heading towards improvement.

Myself, I've used all three contact features on multiple occasions. In the past, under email only, every response would take exactly three days. So you email your issue, three days later get a reply that doesn't help so you respond with more info, and three days later you get another reply. You get the idea. Almost everything took weeks to resolve.

Today, with over 4 million sellers, you email with an issue and maybe you get a response at some point and maybe you don't. You might get lucky with your timing and your issue might be in a shorter queue.

Different issues are handled by specialists for that particular area of knowledge, so when something breaks and everyone is contacting Etsy about the same thing, it can be a really long line, and a really long wait. Two to four weeks long has been reported by some sellers.

I've also used the chat feature a few times. And while the person on the chat couldn't help me themselves any of those times, they did raise a support request internally and I did hear back from someone via email in a reasonable amount of time (a few days tops). Other sellers are reporting similar experiences but with varying degrees of timescales.

I've also used the phone back feature and booth times felt quite lucky to not have a long wait time. The first time was less than a 30 second wait and the next time was under 10 min. The phone back function seems to be rarely available though and often hidden deep in the Support Help pages.

So where is Etsy failing? They just can't handle the volume. This has always been a problem, and was still a problem in 2019 when Etsy had just 2.5 million sellers. With that number close to doubling in 2 years, it's an even bigger problem for them today.

It means that support is rushed and/or overwhelmed, so while the service reps are polite, (when you actually hear from them) they aren't necessarily doing a good job of things. And Etsy sellers are being left frustrated at every turn.

I had a complicated issue this year that arose due to the current and ongoing banking verification process (not the usual issues) that took 3 separate calls and multiple emails to sort out. But it shouldn't have taken that much effort. I could see very clearly through that process that the individuals handling my issue didn't know the system well enough to know all the steps that were required to actually solve the issues fully, so I had to call or email for each piece of the puzzle separately, even though it was all connected to one single issue. And that issue still isn't entirely fixed 4 months later.

In 2021 Etsy raised transaction fees with one of the promised investments to be "customer support".

The big question that should be asked of Etsy more than a year later is... do they consider sellers as part of their customer base, or are they only improving support on the buyer side?

To date, since the fee increase, I have not witnessed a tangible improvement in seller support. I'd go so far as to say things are actually worse because Etsy has created quite a few messes this year requiring an elevated need for support.

Bank account verification has proved troublesome for a great many sellers which has resulted in the increased need to contact support but Etsy has also rolled out multiple bots this year to automatically take down listings and/or shops that are supposedly in some sort of violation. Except there are so many false positives that end up needing a review by a human.

Add to that the very real violations occurring on the site that Etsy cannot keep up with and it's easy to see how they'd have their hands full. And yet Etsy keeps rolling out new tools and new tests and new updates all the while not being able to keep up with the fallout from past roll-outs.

Adding a chat button to the dashboard for Star Sellers is nice, but it's not an improvement to the actual support sellers are receiving. And from what I've experienced this year, improvements notwithstanding, it's some of the worst seller support Etsy has delivered in it's recent history.

Digital paper patterns are hugely popular on Etsy and the selection available is massive... 2.4 million in scope massive. And that's just Etsy, every other digital resource marketplace will have a large collection of offerings as well.

So what if you want to get started today selling digital papers? Can you still be successful, is there room for more, and how hard will it be to stand out in such a crowed category?

Let's take a look...

STAND OUT FROM THE CROWD

When joining an already crowded market, and this applies to any product or service, in order to be seen and chosen your best option is to stand out in some way from all your competitors. There is a variety of ways to do this with papers, from chosen topics to style and aesthetic to pricing or format.

You need to ask the question "what else can I offer"?

KNOW WHAT YOUR CUSTOMERS WANT/NEED

If you are starting to design digital papers and have no experience using them or have knowledge on what customers are looking for and needing; you are going to be at a critical disadvantage.

You need to understand your product niche and your target customer base well enough to anticipate what they will benefit from, what they are looking for and the value they place on different features.

Don't just copy what other sellers are offering, do the research to understand the product inside out so that you can provide something better or unique that customers will actually want.

RESEARCH BEFORE YOU DESIGN

Before you even begin designing your paper patterns to sell on Etsy you'd be wise to do some thorough research. Not only will this aid you in achieving the above two points but you'll also be able to uncover less competitive niches within the category.

This is also a good time to be thinking about possible keywords. Most sellers tend to keyword their products after they've made it and are uploading it to sell. But by thinking about keywords from the outset you can create products to fit gaps in the market and to specifically take advantage of lower competition keywords.

WHERE IS THE SATURATION?

Yes, there are a lot of digital paper listings in total on Etsy. But does that mean everything is super saturated already, or is there room for more?

While some of the really popular categories have a huge number of choices, floral papers for example, there are still many specialist themes that have significantly less variety and would be much much easier to rank well for. Even within the floral theme.

You might ask, but can you sell enough from lesser searched for themes to do well in sales? Probably not. But the objective should be to balance your product offerings for a range of really popular or classic designs alongside more unique themes in order to bring in a broader base of buyers and to have less competition for at least some of your inventory.

I've compiled a list of themes, starting with some basic searches and really popular categories to give you a feel for just how many listings show up in these very busy niches. And then I worked through the numbers for ideas that have a lot less going on at the moment.

Just a quick note: Where you see just a number, this is the total number of listings Etsy delivered for that exact search term. Where it says "under x" I have approximated how many listings actually match the search term exactly because Etsy is now including a lot of related/unrelated listings into the mix that ultimately pollutes the true result. I've tried to exclude those listings that aren't directly on point for the intended search.

A CLOSER LOOK AT THE NUMBERS

Digital paper = 2,400,642
Digital seamless paper = 95,519
Digital scrapbook paper = 1,180,291

polka dot digital paper = 17,625
Christmas digital paper = 206,846
unicorn digital paper = 18,486
Floral digital paper = 174,640
Boho digital paper = 85,227
Halloween digital paper = 118,488
Vintage digital paper = 28,372
Valentine digital paper = 83,396

Guinea pigs digital paper = under 200
Platypus digital paper = under 100
Stingray digital paper = under 100
Robin digital paper = under 1,000
Dragonfly digital paper = under 3,000
Insect digital paper = under 5,000
Jellyfish digital paper = under 600
Chameleon digital paper = under 500

Tulip digital paper = under 3,000
Pansy digital paper = under 1,200
Bluebell digital paper = under 200
Oak leaf digital paper = under 500
Petunia digital paper = under 50
Bird of paradise digital paper = under 400
Bromeliad digital paper = 0

Mango digital paper = under 300
Dragonfruit digital paper = under 50
Sushi digital paper = under 700
Vegetable digital paper = under 3,000
Jelly bean digital paper = under 250
Pickles digital paper = under 300
Peanut butter digital paper = under 200

Skateboard digital paper = under 1,000
bmx digital paper = under 10
Karaoke digital paper = under 50
Hip hop digital papers - under 100
Saturn digital paper - under 500
Computer geek digital paper - under 200

Chinoiserie digital paper = under 1,600
Agate digital paper = under 2,400
Honey comb digital papers = under 900
Terrazzo digital paper = under 1,200
Shibori digital paper = under 900
Paisley digital paper = under 2,200
Ikat digital paper = under 200
Granite digital paper - under 700
Jade digital paper - under 400

Vampire digital paper = under 3,000
Zombie digital paper = under 2,000
Dracula digital paper = under 1,000
Werewolf digital paper = under 200
Frankenstein digital paper = under 1,000
Poison digital paper = under 1,000

I hope you found this list useful. Perhaps it inspired you to explore hidden or under-developed themes. Let me know in the comments how you've fared in this category.

Are you overwhelmed with too much work, not enough time and too little energy to get anything done?

That’s the feeling we all get from time to time, no matter how organized or productive we are. When this happens to you, it is usually because you are overstressed, overworked and understimulated.

This post will help you figure out what is keeping you stuck and give you five tips for getting yourself out of the rut so that your productivity isn’t just back on track.

Read on for more :)

Why do we feel overwhelmed?

Being overwhelmed is a feeling of having too much work and too little time to get it all done. It happens when you are trying to do too much, when you don’t prioritize effectively and maybe don’t have the energy to do what you want to do.

This kind of situation can be caused by a number of different things, including:

1. looking only at the bigger picture instead of focusing on smaller goals
2. trying to do too many things at once
3. under-estimating the time you need to spend on certain tasks
4. being constantly distracted by other activities or projects
5. not knowing where to start
6. not giving yourself room to breathe

Use the following 5 tips to help you overcome the overwhelm and get yourself unstuck.

1. Don’t try to do too much at once

The most common reason for feeling overwhelmed is that you are probably trying to do too much at once. What do we mean by “too much”? If you have more than one or two major projects on the go at the same time, you are probably overdoing it.

If you are managing a project at work, an extra-curricular activity with your kids and cleaning up your house, you probably have too many things on your plate at once.

If you have even one or two major projects or goals that you are trying to achieve or you are responsible for other people’s work, you probably have a few tasks on your plate that you don’t have enough time to do properly.

That’s why it’s important to prioritize what you are doing and to set realistic goals. Make a list of the tasks you have to do, and then prioritize the ones that are most important.

2. Take a short break

If you feel overwhelmed, it might help to take a short break from your work.

A break doesn’t have to be a month-long vacation. It can be as simple as taking a few minutes to do something for yourself. This can be anything from a quick breathing exercise to a walk outside, from a few minutes reading a novel to watching an episode of your favourite TV show.

Try to find something that will not only distract you for a few minutes, but that will also give you a bit of a break from whatever is stressing you out. Even a few minutes spent doing something nice for yourself can be helpful in regaining a sense of balance.

3. Make a Small Change

Sometimes, when you are feeling overwhelmed, the best thing you can do is to make a small change in your daily routine. This can be something as simple as changing the order in which you do things or swapping out an item on your daily to-do list.

If you are feeling too busy and overworked, you probably need to schedule downtime. This can be as simple as setting a “date night” with your significant other or taking a little bit of time each day to read a book.

The idea here is to give your brain something new to focus on. To shake out any cobwebs and to get off of autopilot. A fun distraction can also lift your mood or lead to new inspiration.

Making small changes can make a big difference when you are feeling overwhelmed. If you are trying to do too much and feeling like you don’t have enough time, a small change in your daily routine could be all you need to eventually get back on track.

4. Make a plan

If you are overwhelmed with work, you might need to make a plan. This doesn’t mean you need to write a novel. It can be as simple as writing down a list of the things that need to be done.

If you are busy with more than one project, try to prioritize them. If you are responsible for other people’s work, try to get organized so you know what tasks you need to check off every day. This doesn’t work for everybody, but it can help if you are feeling overwhelmed and don’t know what you need to do.

You might feel like you have too much work and not enough time to do it, but you aren’t sure what needs to be prioritized and what doesn’t. If you don’t know where to start, making a plan can help you get organized and get your productivity back on track.

This helps to narrow your focus from the bigger picture and hone in on smaller tasks that are less overwhelming overall.

5. Be Kind to Yourself

Finally, if you are feeling overwhelmed, you need to be kind to yourself. There is no use in beating yourself up for being too busy or for having too much on your plate.

When you are feeling overwhelmed, you need to stop and give yourself a break. Spend some time doing nice things for yourself, like drinking a hot cup of tea, reading a book or watching your favourite TV show.

Most importantly, don’t feel pressured to get everything done. If you can’t finish a project or get all of your tasks done in a day, that’s normal. Being too busy and having too much on your plate are sometimes unavoidable parts of life.

However, you can learn to cope with them and even use them to motivate you to be more productive and organized. Sometimes we think something is important, and has to get done, when really it can wait. Prioritize urgent tasks first and give yourself a break on things that won't stop the earth from spinning.

Conclusion:

If you are feeling overwhelmed to the point of being paralysed by it, the best thing you can do is get yourself back on track by following these five tips for getting yourself into a healthy positive mindset.

There's a method to seeking out the right tutorials. And once you know this research trick you'll be able to find anything and learn anything online.

The beautiful thing about the internet is that there is so much information readily available from people who have been generous enough to share their knowledge.

Customers often contact me struggling to figure out a new software program or how to create a specific project with one of my templates.

The questions asked are usually vague or broad in scope and almost never hone in on the very first obstacle at hand. Instead the customer is focused on the end result they want instead of breaking the project down into logical and sequential steps. And that's really the basis for what I'll be talking about here.

THINK SMALL

The first issue most beginners have is thinking about their project in it's final form and then asking questions based on the end result they're looking for.

It kind makes sense right? If you're trying to design planner stickers for example, you might naturally try searching for tutorials on 'how to design planner stickers'.

This approach though likely won't bring up an abundance of results, and the ones you do get aren't as likely to address your specific needs.

Instead of thinking about the project as a whole, you need to break it up into a series of processes. And then search for tutorials for each specific process.

There will be an abundance of tutorials showing you how to do each step as a general process, rather than a project specific tutorial.

GETTING SPECIFIC

Using the example of planner stickers and my own templates, you might be starting with the question, which program am I going to use?

Once you answer that question you can move through each step as you need answers. Perhaps you want to change the color of the stickers in my template but don't know how. You would then search for "how to change shape colors in photoshop" for example. And so on.

By focusing on each task that needs to be performed within a project you can seek out mini tutorials for each step along the way as needed.

And you will find way more information at the task level than you will at the finished project end. That's because tasks are going to be the same regardless of the project.

As in the color change example above, that process will be the same regardless of what the shape is, so that step can be applied to any similar file for any type of project.

KNOWING WHAT TO SEARCH

A big dilemma in searching out design tutorials is knowing what words to use to describe the thing you're trying to do. This can be a real stumbling block.

My approach has always been to start with something, anything, in a google search. Even if I know I'm calling it the wrong thing, and to keep trying different combinations until I get back results that make sense. I usually end up finding the correct terminology along the way to refine my searches until I get exactly what I'm after.

It's a trial and error process that can sometimes take a bit more time. If I'm really struggling I might post the question in one of the many forum groups I'm in and I'll usually get help pretty quickly.

I highly recommend peer groups for any hobby or craft you're involved with as it's usually a great place to get feedback and learn!

The answer to this is both yes and no. For simplicity sake, if you are only just now jumping into making planners and your designs are very general generic planner printables then yeah, you'll likely to struggle for sales. But let's take a closer look at what you can do to be successful in this seemingly saturated niche.