Online sales platforms such as Amazon allow customers to review items and provide feedback regarding their experiences with sellers. In making their buying decisions, shoppers place substantial emphasis on these messages. In the online world, this is the measure of customer service.
Having based and built its business on incredible customer service, Amazon expects no less of the third party sellers using their platforms. Amazon’s sales platforms and algorithms are structured to identify, reward and highlight the listings of sellers who provide good customer service, and to de-emphasize those who do not. In extreme cases, sellers providing poor CS may find their accounts suspended or even removed completely.
Avoid damage to your reputation and prevention of sales reductions
Favorable feedback and reviews which improve branding
Customer reviews drive an increase in sales
Conversion of negative customer situations into positive experiences
Increase in Buy Box rate
For success on Amazon, sellers must address and attempt to effectively reverse bad reviews and negative feedback on listings. As well, they should employ methods to minimize the chances of a customer becoming dissatisfied in the first place. It can be time intensive, but is essential to seller success.
Proactively minimize the chances of a customer become dissatisfied
Address and mitigate the impact of negative reviews and feedback
Look for opportunities to create positive outcomes
Create a buying experience that decreases the likely for anyone to leave a negative review
Encourage positive feedback and reviews from your customers
Respond to your customers’ questions and inquiries in a timely manner
Respond to, mitigate, or reverse negative feedback and reviews
Handle customer returns of your products in a customer-friendly, business building manner
Identify defective product issues by gathering photos and/or product returns