How FeedbackFive Helps Sellers Deliver 5-Star Service
by Colleen Quattlebaum, on May 1, 2018
When someone mentions FeedbackFive, what comes to mind?
Many sellers would likely think about feedback automation. Others' thoughts would go toward reputation management or requesting product reviews.
While all these thoughts are well and good, they might overlook an important truth: FeedbackFive's fundamental value stems from the ability to effectively manage Amazon customer satisfaction.
In this post, we'll explore why FeedbackFive is more than just feedback software - it's actually a vital tool for ensuring satisfaction on the Amazon marketplace.
Confirming the Satisfaction of Every Customer
Let's imagine that instead of pursuing eCommerce you had charted a different course and opened up a restaurant. As anyone who has worked in the hospitality industry will tell you, measuring customer satisfaction is fairly easy in a restaurant setting (albeit sometimes painful). Just stop by any customer's table and ask, and you'll likely be overwhelmed with praise or complaints about the food, prices, wait times, staff and many other details. Beyond verbal feedback, body language and tip amounts are a few additional ways that patrons can express their satisfaction levels.
Unlike restaurateurs, Amazon merchants don't have the luxury of receiving such real-time, candid customer feedback. As we've pointed out in other articles, Amazon shoppers have up to 90 days to rate transactions by posting positive, neutral or negative feedback. Sadly, many do not take the time to post feedback, leaving sellers in the dark for the majority of their transactions.
FeedbackFive helps busy merchants confirm the satisfaction of more customers by automating the "ask" process. Just as a restaurant's general manager walks from table to table and confirms customer satisfaction, FeedbackFive allows sellers to engage each online buyer in an efficient way. With each outgoing email, sellers can feel confident that they're doing their part to ensure Amazon shoppers are satisfied.
Tracking Satisfaction Trends
In a perfect world, every customer that you sell to would be highly satisfied and leave a five-star rating. Last time I checked, we don't live in a perfect world. No matter how customer-centric you are, you're going to receive negative and neutral feedback (which is normal, by the way).
As an increasing number of customers rate their transactions, a tool like FeedbackFive becomes particularly useful to your business. Thanks to our feedback analytics dashboard, sellers can keep close watch over the satisfaction trends that matter most to their businesses. FeedbackFive makes it possible to visualize important satisfaction indicators, such as:
- Feedback volume
- Top-performing campaigns
- ...and many other data points
Better yet, FeedbackFive presents this information in a way that's both intuitive and accessible. The interactive charts, graphs and trend lines help sellers to identify changes in customer satisfaction and deliver even better experiences.
Following Up on (& Resolving) Issues
And, when those occasional 1-star or 2-star ratings pop up, it's important to work closely with customers and resolve their concerns. As Amazon.com, Inc. ("Amazon") points out here, "We encourage you to resolve any situations by researching the root cause behind each negative rating, addressing the buyer's concerns, and making improvements to your processes and policies."
FeedbackFive helps merchants stay out in front of customer satisfaction issues, alerting sellers to negative feedback within moments of publication.
In addition, FeedbackFive's suite of feedback resolution tools can be instrumental when tracking back-and-forths with customers, documenting lessons learned and, ultimately, requesting a successful removal.
Focus on Satisfaction, Not Just the Feedback Score
Using FeedbackFive can be a smart way to streamline the many moving parts of selling on the Amazon marketplace - in particular, measuring and monitoring customer satisfaction levels.
If you're looking to deliver an even more amazing experience to your Amazon customers, sign up for a free trial of FeedbackFive. Your customers will thank you!