Why Awesome Support is at the Top of Our Feature List

Things have changed quite a bit since 2009.

Since then, 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. The list could go on and on.

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

We're also happily helping sellers in other areas, too. RestockPro, our FBA inventory management tool, was unveiled in 2013, with market research tool MarketScout following soon after.

Despite all of these changes to the marketplace (and ourselves!), 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.

Wondering what makes the support we provide for our tools so 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 sellers 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. Sellers consistently rave about our friendly and knowledgeable staff, prompt turnaround times, and willingness to go above and beyond.

Jerome was super helpful, patient, nice and most of all-he was able to solve my issue. He graciously took the time to onboard by allowing me to try to create a new PO; which was much better by having me "drive" and afforded me a chance to learn rather than just seeing the features of the program. Excellent!

-Cara, RestockPro Customer

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 eComEngine, 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 onboarding and 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. If you prefer a self-help approach, this will be your new best friend.

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.

Suzanne Smith
Director of Customer Success
eComEngine

Our Customer Success team serves as eCommerce consultants to talk through your business challenges, help you understand Amazon policies, and advise on how to use eComEngine's tools to get the best possible results. We take pride in providing sellers with comprehensive support and coaching.

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

Technology + Real People = Great Support

One final thought: to deliver such a personalized experience to our customers, we've made significant investments in both best-in-class technology and highly experienced people. Some companies route every support interaction through lengthy, unhelpful chatbot experiences or phone mazes to reduce their ticket volume, but we believe in getting you the right answer, fast.

We know you're busy! When you have a question, you need an answer quickly. We strive to give our sellers the answers to as many questions as possible in our written and video resources in the Help Center so that answers are as quick as a Google search.

Self-help resources reduce the number of "quick question" emails and calls we get, so our team of experts is available to have those more strategic conversations with sellers, really diving into your specific needs and helping you leverage our tools in the best way for your unique business. We provide quality support at every level, from "How do I reset my password?" to "How do I build a brand reputation?"

Rachel Hoover
Customer Education Manager
eComEngine

When real people are available, we want to talk to you directly! When we all have to be offline or are already chatting with other customers, we might use a bot or automated response to get you an answer quickly. But we'll always make sure you have a path to get more real-person help if needed. Advanced tech and human experts work together to bring you the highest-quality support.

Franz is an expert with amazing knowledge and he is able to convey this knowledge to his customer base. He follows up with an email to ensure all the details of the call are captured. A true STAR - FeedbackFive are lucky to have Franz on their team.

-Nicole, FeedbackFive Customer

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.

Let Us Support You, Awesomely

If you've tried another Amazon seller tool and are just not feeling loved, perhaps it's time to give FeedbackFive, RestockPro, or MarketScout a try. Sign up for a risk-free trial and get to know our awesome customer success team. We won't let you down!