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SupplyKick is Your Solution to Customer Service on Amazon

Kiel Hauck
Nov 7, 2018 11:36:22 AM

We know delivering amazing customer service through the Amazon platform can be hard. After all, if you’re never in a face-to-face relationship with your consumers, how can you truly connect with them? For brands that are more comfortable in the brick-and-mortar world of retail, making strong service connections over the internet might seem difficult, This is where the SupplyKick team can help. We have years of experience working with online brands, and as the Amazon platform has grown, so too has our mission grown to help brands deliver the best possible experience to their customers.

As a representative of our brand partners on the Amazon platform, we ensure that every single customer is taken care of from the beginning of the buying cycle to the end of the online shopping experience. Our dedicated Customer Relations team has an overarching goal to serve and protect customers, even if this means going above and beyond Amazon itself.

Here are some ways SupplyKick is helping brands deliver amazing customer service on Amazon:

Automatic email notifications

When a customer purchases a product from a SupplyKick partner brand, it kicks off a three-email campaign designed specifically to deliver the right information directly to the customer. First, the customer receives an email confirming the order they placed has gone through. Next, the customer receives an email telling them that their package has shipped and will arrive soon. And finally, the customer receives a final email about a week after the delivery, thanking them for their purchase and asking them to take the time to rate the product. This email also includes links for the customer to reach out with any questions or comments about their shopping experience.

Timely responses

If customers do reach out with messages and/or questions, the SupplyKick team answers all incoming calls, emails, and CRM messages within 24 hours. Typically, these messages go through Amazon’s Seller Central messaging system for brand continuity and credibility. If there is a situation that requires immediate action, the SupplyKick Customer Relations team will pull in other resources from across the company to deliver the best solution to that particular customer.

Constant monitoring of product reviews

While it may seem that customers can leave product reviews that say whatever they want, there are actually some guidelines in place. When a product review for one of our partner brands breaks these guidelines (such as including obscene language), SupplyKick makes a case directly with Amazon to get the review taken down.

As a third-party seller and member of the Amazon FBA program, Amazon provides the SupplyKick team with reports on all of our partner brands in the Brand Registry program. The team is currently reviewing and analyzing this data to be able to forecast trends that will improve product reviews over time. This shows our dedication to both our trademarked brand partners and the integrity of the entire Amazon marketplace. 

A best-in-class seller feedback rating

Seller feedback is how customers rate their overall Amazon buying experience. Unlike other generic third-party sellers, SupplyKick takes this feedback to heart to constantly improve and update our service. As of Oct. 2018, SupplyKick has a seller rating of 99% with almost 17,000 reviews in total. This high seller rating has made it possible for the SupplyKick team to accurately represent our partner brands as well as draw in new customers and gain their trust before they make a purchase decision.

Personalized customer answers

Every product on Amazon will have some kind of customer questions associated with it, but the best listings will have actual seller responses to these questions. The SupplyKick team constantly monitors all of our partners' product listings to answer any new questions that come through in a timely and accurate manner. In a single week, for example, the SupplyKick Customer Relations team will answer upwards of 50 questions across all ASINs from customers on product listings.

Deliver stellar customer service with SupplyKick

With SupplyKick's dedicated Customer Relations team handling all aspects of the customer journey, brands can rest assured that their brand reputation and credibility is being upheld by their third-party selling partner. As Amazon continues to grow and deliver new shopping experiences to customers, SupplyKick will be on the cutting edge of these new opportunities as well.

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