Why "Awesome Support" is at the Top of Our Feature List

by Colleen Quattlebaum

Things have changed quite a bit since 2009.

Since then, Amazon.com, Inc. ("Amazon") has stepped full force into the tablet market, become an AI innovator with its Echo devices, acquired Whole Foods and even dabbled with drone delivery.

When it comes to Amazon seller feedback, things have changed there, too. Back in 2009, FeedbackFive was the only Software as a Service tool on the market. Over the past nine years, several competitors have, of course, popped up. Competition is good for sellers, but we're proud to still be the leading platform in the industry.

Despite all of these changes, one thing hasn't changed: Amazon sellers still demand (and deserve) software that is backed with excellent customer service. At eComEngine, we take seller support seriously. So much so, in fact, that it's the first feature you'll see on our pricing matrix.

So, what makes the support we provide "awesome"? Keep reading to find out.

Sellers Give Us 4.9 out of 5.0 Stars

For Amazon sellers, few things are more gratifying than receiving positive feedback. In an age when many shoppers are often too busy to say "thank you," a few kind words can really go a long way.

At eComEngine, we feel the same way when merchants rate us. Granted, our feedback score may not be quite as public as your seller rating. Nonetheless, it's a metric that we watch closely. And, as we pointed out in this article, sellers consistently rave about our friendly and knowledgeable staff, prompt turnaround times and willingness to go above and beyond.

Keep in mind, eComEngine is an Amazon-centric company. We're committed to serving the specific needs of Amazon sellers like you, which is why we're able to custom-tailor everything to your exact needs. From innovative software to excellent support, our goal is to make your job easier and your business more profitable.

If you're one of the many sellers who have contributed to our 4.9-star feedback rating, allow me to extend a big "Thank you!". If you're new to FeedbackFive, give us a try and experience best-in-class support for yourself. You won't be disappointed.

Focused on Your Success, Not Tickets

Many software companies make the mistake of viewing customer support as a necessary evil. That's not the case at eComEngine.

As a matter of fact, we don't even have a "Customer Support" department. Rather, we have a "Customer Success" team. At first glance, this may seem like a subtle difference in wording. However, we take our jobs as "success coaches" very seriously.

What makes our approach different than the competition? For starters, we make ourselves available in a variety of ways, including:

  • Live chat
  • Phone support
  • Interactive webinars
  • 1x1 coaching sessions

Whether you're on the road or at your desk, there's always a convenient way to reach out and ask us a question. And, when we do respond (usually within 4 hours), you'll be pleasantly surprised by the answers you receive. We'll help you get to the root cause of the situation and supplement our recommendations with relevant training materials from our robust help center.

As Suzanne Smith, our Customer Success Director, succinctly put it, "At eComEngine, our Customer Success team works with customers well beyond issue resolution. We partner with our customers to solve challenges and improve their businesses."

In other words, our goal is to not only answer your questions, but, more importantly, help you be more successful with our tools.

We're Staffed with Real People, Not Bots

One final thought - to deliver such a personalized experience to our customers, we've made significant investments in the human resources side of our company. Where some companies invest in bots and automated replies, we still do things the old-fashioned way - with real people who are committed to serving your Amazon business.

Bots can only spit out canned responses to your emails. You deserve more than canned replies.

As an eComEngine customer, you'll find peace of mind knowing that your inquiry is being reviewed by a real person who cares about you.

For those of you who prefer a self-help approach, you'll be delighted by the many self-service options (technical guides, how-to videos and practical resources) that reside in our Help Center.

Let Us Support You, Awesomely

If you've tried another feedback tool and are just not feeling loved, perhaps it's time to give FeedbackFive a try. Sign up for a risk-free trial and get to know our awesome customer success team.

We won't let you down!

Originally published on June 5, 2018, updated June 14, 2019

This post is accurate as of the date of publication. Some features and information may have changed due to product updates or Amazon policy changes.