Ebay has made it harder for buyers to contact sellers with questions. An example would be emailing seller to see when their package was sent. You can go through a loop until you find the way to contact the seller.
Good customer service is about asking questions and ebay seems to want to stifle good customer service. I find that talking to customers can increase sales and it makes them more comfortable in dealing with the seller. Why doesn't ebay understand that good customer service is the key to success?
Ebay has set new rules that make interaction between seller and buyer difficult because they want to stop people from selling outside ebay. That can happen but it can also do the opposite and make ebay a stronger venue for people. Ebay needs to look at Bonanzle which has gotten many ebay sellers in the last year. They make communication important by using emails and chat. It's very successful.
If Ebay wants to improve they need to stop worrying about things like sellers possibly selling outside ebay and concentrate on making the ebay product stronger.