You’ve probably heard this time and time again, but selling on Amazon has become more competitive than ever. Yet that shouldn’t deter you. There are still incredible opportunities for sellers who put in a little extra work. Want to know a great way to secure your slice of the pie? Exceptional Amazon seller customer service.
Every single thing you do to improve a customer’s experience will be your competitive advantage over other sellers. While it’s true buyers have already parted with their money that doesn’t mean it’s time to slack off.
Customer service is, and always will be, the biggest drivers of sales. Great purchasing experiences attract buyers like bees to honey! Repeat buyers, referrals and word of mouth referrals tend to spread like wildfire.
Let’s not forget about reviews. They are harder than ever to get but vital for social proof on Amazon. Perfecting your Amazon seller customer service is the best way to get reviews flooding in.
While Amazon does an incredible job managing customer service on their side, cranking things up on your end will give you a great advantage over your competitors who won’t. Now, are you ready to get customers singing your praises? See how it’s done!
1. Supply Customers With Quality Products
The product itself can have the greatest impact on the entire customer experience. If your product sucks, you’re just going to be putting out fires left and right with little praise coming your way.
Wouldn’t you rather be a reputable FBA seller than a “churn-and-burn” cheap product seller? Besides, the latter won’t be able to last long on Amazon these days.
Selling low-quality products may produce higher margins, but it may quickly sabotage your entire business. As you may already know, reviews and reputation are everything on Amazon. If another seller has a vastly better quality product for the same price (or cheaper), they could take your place in a heartbeat. So don’t race down to the bottom!
Good quality products naturally lead to happier buyers and will be reflected in more positive reviews. This is especially true if they’ve had experiences with poor quality products in the past.
So take the time to source good quality products. Compare different suppliers and always order samples to try yourself. Keep looking for new ways to improve your product you’ll stay ahead of the competition too.
2. Try To Put Yourself In Your Customer’s Shoes
Take a moment to imagine yourself going through the complete buying experience. From reading your listing to receiving your product and reaching out for support.
Detach yourself and be brutally honest. Can you see the ways in which your process could be improved? Go through the following stages:
- Product Listing – Are you telling a story, building excitement and demonstrating why this product should be bought over others? Use Split Testing as a data-driven way to see exactly what works the best!
- Email Follow-Ups – Are you using email follow-ups? Are they friendly and helpful or a little overbearing? Jump Send can help you in setting up awesome automated campaigns!
- Actual Product – How would you feel if you receive this product? From the packaging down to the functions of the product itself, does it live up to the expectation or surpass it?
- Customer Support – How would you reach out and who will be there to greet you? Lastly, how quickly would you receive a response?
3. Combining Friendly, Approachable & Professional
The last thing you want is to be seen as another “faceless third-party seller” on Amazon. Your Amazon Seller Customer Service is your opportunity to escape the norm and pleasantly surprise buyers.
Greet new customers, let them know who you are and what your brand is here to do. Try to stand out and quickly spark a connection with buyers.
Sending automated emails is the simplest way to achieve this. You can quickly set up custom emails to welcome customers and tell them how to get in touch with you. These work especially well when triggered based on events such as products being shipped or received and spread out over several days or weeks.
Don’t underestimate the power of reaching out to your buyers. Allow email to be your direct communication channel with them. Let them know you are a small business who’s really trying hard to make a difference. Demonstrate you have their best interests at heart.
Check out these 3 powerful automated emails if you really want to make your Amazon customers swoon.
4. Provide a “Human Powered” Amazon Seller Customer Service
Don’t appear bland, generic or boringly predictable. Strive to provide a fully personalized customer service. There’s nothing more frustrating than receiving “robotic” replies that don’t seem completely relevant. Let’s be honest, we’ve all been there!
If you can take full control of your Amazon Seller Customer Service by replying yourself, that’s great. It may only take ten minutes each day, but it will be well worth it in the long run. Checking and replying to customers daily could greatly improve their overall experience.
Or perhaps, you could hire a Virtual Assistant (VA) to take care of this on your behalf. That way you can maintain a lightning fast response rate without staying connected 24/7.
Upwork is a great place to start looking for VAs. Many FBA sellers rely on VAs and online workers from the Philippines because they are often affordable, have good English skills and are familiar with US markets.
5. Automate & Outsource But Don’t Disappear Completely
Automation is awesome, but don’t think this means you can disappear completely. Even if you have a trusty VA and a series of automated emails, you will still need to be ready to grab the wheel yourself.
Keep a watchful eye on a weekly basis in case anything requires special attention. Set up a system with your VA to have specific emails or cases forwarded to you personally.
You may need to step in occasionally to provide specialist help, but you will still greatly reduce your time investment.
6. Don’t Be Afraid To Apologize
Mistakes and unexpected product defects while arise sometimes. If customers approach you with such problems, don’t be afraid of making a heartfelt apology.
Showing that you care and are doing everything you can to provide a solution goes a long way. You’ll earn respect and loyal customers, in fact, they will be the ones singing your praises the highest. While this doesn’t work every time, it’s still the best course of action.
Initial problems are often quickly forgotten if you provide a fast solution. You may turn a bad review into a good one, which makes can make a huge difference these days.
7. Don’t Just Listen – Try To Understand
When your Amazon Seller Customer Service calls, you should first seek to understand your buyer. Imagine the problem if you were in their shoes. How would you feel, what could be done to make you feel better?
Try to convey this understanding in all communications with your customers. Make their opinions and experiences feel valued and appreciated. Acknowledge and relate to their frustrations if they are facing issues.
In short, treat them exactly how you would like to be treated yourself in a similar situation.
How’s Your Amazon Seller Customer Service Looking Now?
If you’re reading this, you’re clearly ready to go the extra mile to beat your competitors on Amazon. So why not take advantage of this today and differentiate yourself from the competition?
It doesn’t have to be time-consuming or costly.
- Start with a free trial of Jump Send for sending automated emails to customers.
- Next, hire a VA to provide quick customer support if you are already a high-volume seller.
- Finally, be ready to step in to provide the personal touch.
Now go get those customers swooning with your awesome Amazon Seller Customer service!