Providing a Platform for the Global Gig Economy
Fiverr is an online platform for freelance services
Freelancers and their customers
New York, San Francisco, Tel Aviv, Haifa, London, Florida and Berlin
Fiverr is one of the world’s largest online marketplaces for digital freelance services. Anyone can visit Fiverr.com and hire someone to design business cards, produce short video ads, file a trademark or help with lead generation. As part of its expansion into a multimillion dollar business, Fiverr has improved its customer support to ensure its users make the most of the platform as smoothly as possible.
Fiverr's Beginnings and Growth
Founded in 2010, the creators of Fiverr set out to change how the world works together. The early versions of the platform enabled sellers and buyers to offer and purchase digital services—called Gigs with a capital G and registered trademark—for five dollars. Since then, Fiverr has seen its revenue and user base grow quickly, expanding its catalogue of services from graphic design, through programming to video editing.
Fiverr has also made changes to its business to support its expansion and better serve users. For example, in 2013, Fiverr shifted from limiting all services to being offered at five dollars to allowing sellers to set their own prices. In one of its most recent milestones, Fiverr went public on the New York Stock Exchange in June 2019.
To date, Fiverr has facilitated over 50 million transactions between more than 5.5 million buyers and 830,000 sellers. The Gig catalogue, meanwhile, has reached over 200 categories of services.
As part of its growth, Fiverr also found itself in need of a central system to manage its customer support. According to Fiverr Education Manager Oren Ben-Ami, “We realized we couldn’t last as a company without a robust and flexible support infrastructure. We needed a platform that we could easily and immediately start using.” Additionally, Fiverr needed a platform that would let it tailor customer support to its buyers and sellers separately to address their different needs, as well as customize its support in order to provide a consistent customer experience.
“We realized we couldn’t last as a company without a robust and flexible support infrastructure. We needed a platform that we could easily and immediately start using.”
-Oren Ben-Ami, Education Manager
After researching different software, Fiverr decided on Wix Answers, the only support platform that could satisfy its self-described “customer obsession.” Using Wix Answers, Fiverr offers its users self-service in the form of online knowledge bases: One with information relevant to buyers and the other for sellers. Each knowledge base is fully consistent with Fiverr’s brand—from the Fiverr logo as the browser tab favicon to the featured images of the Fiverr team wearing their signature “We Support Doers” t-shirts.
In addition to its knowledge bases, Fiverr also anticipates the questions customers and prospective customers may have by offering context-specific help widgets, which it also created using Wix Answers. With these widgets, Fiverr’s website visitors can simply click the button that pops up in the corner of their screen and access more detailed information about whatever they’re browsing, or search for a different topic, without ever having to leave the page or talk to a support agent.
Because of their knowledge bases and help widgets, Fiverr has seen increases in its support agent productivity and first-contact resolution rates, as well as better customer satisfaction. “Thanks to Wix Answers, we know exactly what our users need from us, and also what they love about our product. Our knowledge bases enable our users find what they need to succeed with our platform, and also help our support agents respond more efficiently, ” said Ben-Ami.
Additionally, Fiverr recently opened its newest offices in London and Berlin and is working to expand its operations throughout Europe. As part of that process, Fiverr created separate knowledge bases in German. “Offering customer support in German couldn’t have been easier. Wix Answers is propelling our expansion in the global market, enabling us to offer localized support to our customers across the world,” said Ben-Ami. Fiverr is also using Wix Answers to create a German language help widget to add to fiverr.de, its German website.
As Fiverr continues to grow its user base globally, it can continue to serve customers with its scalable, multilingual customer support platform.