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How Etsy's Phone Line Makes Holiday Gifting Easier Than Ever


From PSFK's newest report, shoppers won't have to worry about their impossible-to-shop-for loved ones thanks to Etsy's Holiday Hotline and "gift gurus."

Holiday shopping seems simple, but finding the perfect gift for everyone can feel impossible, especially when there are so many products to sift through online. To cut through the noise and make gifting that much easier, digital marketplace Etsy debuted a new, connection-based feature.

As PSFK analysts highlight in our recent recent paper on dynamic digital gifting experiences, Etsy's Holiday Hotline offered real-time phone conversations with the brand's in-house experts. All shoppers needed to do was explain the personality or likes of their recipient. From there, the “gifting gurus” on the other end of the line made personalized recommendations from Etsy's deep bench of sellers. Any purchases made through the hotline shipped free. Although the phone line was only open for one day, it proved the site's commitment to its shoppers and emphasized the importance of person-to-person communication.

Etsy often goes big for the holiday season. Last year, it partnered with Pinterest on shoppable buttons that also helped guide consumers to unique gifts for their loved ones. Etsy also popped up in the Herald Square Macy's in 2016, translating its online presence into a physical manifestation. Next year's promotion is still a mystery, but it's likely to be a trendsetter, too.

Etsy Holiday Hotline