Without a shadow of a doubt, the 'key factor' that can make or break your business at Amazon is 'customer feedback'. Seller feedback rating plays a vital role in determining your Amazon reputation. If you have a perfect feedback rating, your Amazon listings will appear first on potential customer’s recommendations. Those who will see your products will find it hard to resist to buy them. On the other hand, if your customers have not give your product, service, or both a good score, you might not be so successful with your Amazon listings. SageMailer firmly believes that 'pleasing customers' is the most effective way to carve succeed in Amazon. Nonetheless, the million dollar question is how to improve seller rating.
Here Are 5 Unique Ways to Improve Feedback Rating
1) Chalk Out a Bulletproof Strategy
If you want to improve seller rating on Amazon, you need to spend ample time creating a foolproof strategy that will help you achieve your goals. Spend some time studying Amazon's policies. Make a list of all the factors that positively and negatively influence feedback ratings.
Based on your findings, focus on removing all negative influences that 'pull-down' your Amazon feedback rating and concentrate on implementing strategies that will please your customers. For instance, you can give promos. You can let your customers enjoy free two-day shipping, or you can give them a freebie. Improve your customer’s buying experience by replying to their inquiries quickly and shipping their orders as soon as possible.
To achieve high customer satisfaction, be 'one hundred percent' honest while writing your product description. You should not write that your car has 'six tires' when in reality, it has just 'four'. When you are honest with your customers, they tend to trust you, and you earn their respect. And you can be sure that they will know when you are lying. Remember that dissatisfied customer is more likely to give you feedback scores, and their scores will be nowhere near the positive ratings you’re looking for.
2) Address Customer Queries on a Priority Basis
Your customers are your king. So, treat them like one! When you list a product on Amazon, you are bound to get customers and your customers are bound to have queries about your product. Address all customer queries, regardless of whether they are major or minor. Amazon takes great pride in promoting products that are backed by an efficient customer support. So, reply to all queries sent by your prospective customers within a stipulated time period. A 24-hour 'turnaround time' is deemed fit in such a scenario.
Send a customer care email when necessary. Your buyers will appreciate any update you give on their order. Since Amazon prohibits sellers from directly sending a message to their buyers’ email addresses, you can use the Amazon messaging service. You can access the Amazon message center through your account. You can also send an Amazon customer service email. Through your Amazon contact email, you can send email to confirm an order, to give the warranty certificate, send a recall notice, and more.
3) Actively Follow Up with your Customers
It’s human nature to be compelled to leave a negative feedback if they have had a bad experience. Ironically, people can’t usually be bothered to leave behind a feedback if their experience is positive. For them, leaving behind a positive feedback is a sheer waste of time. Some customers are too lazy while others are too shy. How do you encourage these customers to give you the positive feedback that you deserve?
Another way to improve seller feedback rating is to make use of email marketing. Send follow-up emails to customers who have bought your product but have never bothered to post their comments about it. Since you can’t contact buyers via your own e-mail, you can use Amazon email service. While sending emails, always be polite and show your genuine concern for the customer. Try and develop a personal bond. You will be pleasantly surprised to find that many of them will start writing positively about your product, thus improving your seller feedback profile. When you receive Amazon buyer-seller messages as a response to your initial Amazon email, reply immediately.
4) Learn From Your Mistakes and Always Set Things Right
No matter how hard you try to perfect your customer service or improve your product, you simply cannot hope to please everyone. Even if you are the #1 seller on Amazon, no one can save you from getting a 'one-star' rating. This can be heartbreaking, but you need to move on and improve your service further.
Rather than venting out your frustration on the customer who gave you a low rating, find out what made him take such a drastic step. Maybe the product was delivered in a torn package. Maybe some items were misplaced during the packaging process. Speak to the customer politely. Take his feedback on your product and assure him of your assistance in the near future. Always remember, 'every failure is an opportunity in the making'. This kind of buyer-seller communication may not remove the one-star rating. However, it will help build a good impression on the customer. Thus, next time, there’s a higher chance that you can get better seller ratings from the same customer.
5) Completely Understand Amazon's Feedback Policy
There are two important things you need to learn about how Amazon's feedback policy works.
First: Fulfilled by Amazon
Here, your product is placed in Amazon's warehouse where it is packed, shipped, and dispatched to the customer. If, for any reason, there is a delay in the shipment or the packaging is defective, you are not liable for the negative feedback left behind by a miffed customer. Ideally, Amazon places such ratings in a separate ledger, and it does not adversely affect your product ratings.
Another advantage when you choose FBA is getting Amazon Prime free two-day shipping on any eligible orders. You can also request to access Amazon web services AWS and other Amazon management tools.
Second: Product Reviews
If you store, pack, and ship your products on your own, then you bear the brunt of negative customer reviews. Sometimes, despite your writing a detailed and highly accurate product description report and dispatching all the listed items on time, customers tend to rate your product negatively. This is the result of a customer's personal opinion, over which, you have absolutely no control. You can study the Amazon feedback system more to understand how these negative feedback can affect your feedback percentage.
How to Improve Communication via Amazon’s Messaging Service
Exactly how many people can view the negative feedback from a single customer? Before the digital age, it was estimated to be somewhere between 8 to 16. However, nowadays, the words of an unhappy client can reach 244 million people. That is the number of people who have active Amazon accounts.
Although customers turn to Amazon for modest pricing, they also expect to get an excellent customer service. If the customers have unclear customer service problems, you — as well as all your possible customers — will get to hear about it thanks to online feedback. It is therefore very important that you have finest customer feedback.
One key way of improving seller feedback rating is through communicating well with your clients. Below are some key tips that you can use so as to stay connected with your customers.
Master Amazon’s Messaging Service
Amazon’s Buyer-Seller Messaging Service was previously referred to as the Communication Manager. It was launched in 2010 in order to handle every email communication amongst buyers and sellers while ensuring that the communication is open to 3rd-party email systems. Its objectives were to improve the overall security of the website, improve difference resolution, and minimize the cases of disputes as well as A-Z claims. This service also makes claims inquiries to more efficient.
Although this Messaging Service is reliable, it has some occasional pitfalls. If you’ve integrated the Service with Gmail, Outlook, or any other corporate client, you might have faced delays in the messages you send to either Amazon or your customers. Such problems require examining your seller accounts frequently for new orders as well as other matters that are time-sensitive. The reason why you might not have gotten a message is that Amazon points to normal IT suspects. Having simple troubleshooting skills can be very helpful in such situations.
Just as you’re using this service to maintain your communication with your clients, Amazon also uses the Service to manage you. Particularly, it tracks your contact feedback times. If you drop below a particular rate there are some penalties which can greatly upset your Ratings. Temporarily setting your status as inactive doesn’t disable your service/append the anticipation that you have to respond to a particular number of messages in 24 hours. In order to boost your feedback ratings, it is recommended that you check the messages frequently, create automatic responders and also deal quickly with the emails that do not need to be replied.
Be a Problem Solver
Every message is not created equally. Even though a reply isn’t required for some messages, others messages can be automatically handled. Of course, there are messages which require your attention. Responses and Messages differ widely. Amazon entails that every seller receives returns, for example. However, it has some exceptions and it also offers thorough information on timing, refunds vs. replacements, agreements, and much more. Take good advice, because the effect of your own decisions might be very significant.
Nevertheless, a fast and appropriate answer can greatly change the dynamic and also pay rich bonuses. Both your communication and the buyer service can reverse the opinion of an unhappy customer about your business thus leading to you getting a positive feedback.
If you want to improve seller feedback rating, you need to prioritize your customers’ needs. But, first, you need to know what their needs are. The only way to learn about your customers’ concerns is through communicating with them. Send an email when you receive a negative feedback to learn about your service’s shortcomings. Send an email when you receive a positive feedback to thank your customer. Finally, send an email when you don’t receive any feedback at all to encourage the customer to leave you one.
Use smart communication strategies, so you can reach out to all of your customers without wasting so much time. Remember that customer service is just one aspect of your business. You need to spend time on the improvement of your product, marketing, and growing your brand as well. Tools like SageMailer will be a great help to you.
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