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The Importance of Customer Service on Amazon

Melissa Crum
Apr 5, 2018 8:39:09 AM

Importance of Customer Service

While it can be tempting to think that selling products via Amazon eliminates any need for customer interactions, that notion is simply untrue. While the Amazon marketplace makes it easy for brands to reach new customers outside of brick-and-mortar stores, building a solid brand reputation takes some serious hands-on work. All sellers on Amazon are graded with a ‘seller rating’ to help protect the integrity of listings and boost consumer confidence. One of the most important factors of this seller rating is customer reviews.

So how can brands ensure high customer reviews? It all comes back to customer service. Customer service covers all manner of consumer interactions on Amazon, from answering customer questions and providing details about orders and shipments after the purchase to handling returns and exchanges. Because Amazon is open to so many sellers and products, there are some serious guidelines in place for handling customer service issues. These guidelines include:

  • Checking and monitoring inventory on a regular basis to keep up with demand.
  • Aligning shipping, messaging, and fulfillment policies to ensure nothing slips through the cracks.
  • Being accessible to buyers and keeping them up-to-date on order status.
  • Understanding the Amazon Seller resources and tools available.

Why Your Seller Rating Matters

While providing stellar customer service directly benefits Amazon consumers, it also benefits the seller in question. Brands looking to compete and win in the Amazon buy box should put a lot of stake in customer reviews as they are an important influencer in buy box position. The buy box is one of the most lucrative campaign wins a brand can have and Amazon makes certain that only the top-rated, consistent brands are represented there.

Outside of the buy box, seller ratings and customer feedback can impact revenue and conversions just by being available to potential buyers. Customer reviews are visible to anyone visiting a product page, and seller ratings are as equally transparent. As in any industry, all it takes are a few bad reviews for a brand to start struggling with moving product.

Improve Your Ratings and Win the Buy Box

Brands looking to improve customer feedback and seller ratings on Amazon can leverage a single seller partner to handle customer engagement, questions, and returns in an efficient and timely manner. Brands no longer have to worry about the 24-hour response window or wonder how they’re going to deal with a particularly tricky exchange. With a single seller handling all of the back-office work, brands are free to instead spend their time on product innovation.

The team of professionals at SupplyKick are dedicated to delivering amazing customer service to consumers, as evidenced by our 99% seller rating. From answering one-off questions to dealing with negative feedback and even to facilitating seamless returns, the SupplyKick team has the experience, knowledge, and resources to make the process as straightforward as possible for customers. Because, at the end of the day, the more satisfied the customer is, the better the feedback, and the more successful your brand will be. Get started with SupplyKick today!

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