It’s no secret that Amazon loves its customers. This e-commerce platform dominates the online retail space and one of the major reasons why is because of its emphasis on customer centricity. With that being said, it is of the essence for Amazon sellers to take advantage of the customer service tools and tactics available to them. There are several ways to boost your customer service as a seller on Amazon, and the more you are able to effectively manage these, the better your sales will be too! In this blog, Black Caiman Media will be detailing five of the ways you can improve your FBA business with customer service initiatives. Let’s dive in!
Keep up with your customer messages.
A great way to build up your customer service is by keeping an eye out on any messages sent from customers via the “Messages” tab on Seller Central. Customers are able to contact you directly with questions, concerns and feedback about their experience with your product. Whenever you see a notification that there is a message in your seller inbox, it is ideal to respond within 24 hours of it being sent. Your responses should always be polite, professional and seek to satisfy the customer above all else. For example, if their order arrived broken or they received a faulty product, it would be in your best interest to apologize for their poor experience and offer to send them a replacement. Simple initiatives like this can really change your customer’s perspective and incentivize them to leave a positive review.
Keep up with feedback from customers.
On your Seller Central account you can find the “Feedback Manager” tab, which includes Feedback Tools that allow you to monitor buyer satisfaction with your service. You can view buyer emails and order IDs, track short- and long-term metrics, as well as look over detailed feedback entries. Positive feedback ratings can boost your sales and reputation on the marketplace, so it is important to keep an eye on the feedback provided by your customers. When someone submits a bad feedback score due to something that was not your fault as the Seller, Amazon is usually pretty good about correcting this mistake automatically and will disregard the feedback and respond: “This item was fulfilled by Amazon, and we take responsibility for this fulfillment experience.” Every so often, however, a poor feedback score will not be flagged and it is your responsibility to “request removal” using the dropdown tab located on the right side of the order ID. On the other hand, there are bound to be several positive feedback ratings left as well. It is in your best interest to reach out to customers who have left a positive feedback score and ask them to leave a review. Simply click on the Order ID link, then click “Request a Review”, and you will be able to send a request in a certain time frame following the customers order (usually within 30 days of purchasing).
Follow up with unsatisfied customers.
Click on the “Brands” tab on your Seller Central account and you will find a dropdown option that says “Customer Reviews”. The Customer Reviews page on the Brand Dashboard provides you with an easy way to keep track of all the new customer reviews on your brand’s products. Customer sentiment can be important to identify and correct product issues and poor experiences. If you come across a review that is three stars or less, you are able to “Contact Customer” and follow up with them about their review or offering them a courtesy refund. Poor reviews negatively impact your sales, so it is key to be aware of the reviews being left and making it a priority to reach out to anyone who was unsatisfied with their experience with your product.
Make your listing user-friendly and visual.
When creating your product listing, it can be tempting to rush through the process in order to quickly get your product launched. However, it is highly recommended that you do not rush through this step and instead take the time to make your product detail page as easy to read and understand as possible. Create bullet point features that are descriptive and outline the key aspects of your product. Include a product description, in HTML format on the back end, to provide the customer with product specifications and notes. Eventually you can get rid of this section and instead fill the space with “A+ Content”, which provides your product with even more real estate for visuals, infographics and information. Finally, the product images on your listing should take up as much space as possible so that the customer can easily see it, and it should be high quality pixelation so that it is clear and easy to see. Include several images that showcase different angles of your product. Some ideas would be to include an image that showcases everything the order includes, an infographic that depicts the product benefits, a lifestyle image and perhaps even a video of your product being used. A great listing/detail page speaks highly of your brand because it gives helps your reputation and helps the customer easily understand the product you are selling.