As an online retailer, you know that soliciting feedback at the wrong moment could be disastrous for your business. After all, requesting seller feedback before the product has arrived due to an unforeseen delay could result in a negative feedback from your customer. Likewise, waiting too long to request feedback decreases the odds of receiving a response.
Did you know that FeedbackFive campaigns use actual tracking and delivery information from carriers?
This means that FeedbackFive users can build time-based solicitation rules, ensuring customers receive emails at exactly the right moment. In this post, we’ll take a look at three ways this is helpful for Amazon merchants.
Solicit Based on Delivery Date & Time
FeedbackFive monitors the actual date and time an item is delivered, allowing sellers to send product review and feedback solicitation requests after delivery. Product review requests and feedback solicitations can even be sent at a specific hour of the day. This allows merchants to ensure that they are not requesting a feedback or review before the product is delivered, a situation that could lead to negative comments from an annoyed buyer.
Include Real-Time Tracking Links
It’s important to note that Amazon.com, Inc. (“Amazon”) prohibits sellers from sending shipment confirmation emails, as Amazon sends the official message. However, buyers love having the ability to track their orders, so sharing tracking details could add to the buyer experience, especially if the item purchased is expensive. Customers often try to make arrangements to be present during delivery or immediately pick up packages that contain items (such as electronics) in order to prevent theft.
With FeedbackFive, sellers can incorporate package tracking links into their email messages. This allows merchants to provide enhanced customer service in the days leading up to package delivery. By making it easy for buyers to track their packages, sellers can improve the overall customer experience.
Enhanced Solicitation Efforts
FeedbackFive's shortcut tags can be used to enhance messages in many ways. Merchants can use these tags to create an automated message that includes time-based details about the order such as, "We noticed that your item was delivered yesterday..." Shortcut tags also allow sellers to include an image of the product, a direct link to the seller feedback or product review page and more.
Features such as themed templates and emojis in subject lines also enhance solicitation messages. Custom email campaigns make it easy to send a targeted message to the right person at the right time, based on accurate delivery date details. Adding these types of personal touches increases the chances of receiving a response for many merchants.
Try the Delivery Date Feature
Never send a feedback solicitation request at the wrong moment again with FeedbackFive’s delivery date feature. If you’re not already using FeedbackFive’s automated feedback management tools, sign up for a free trial today.
Originally published on February 18, 2017, updated May 2, 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.