When to Override Your Automated Feedback Workflows
by Colleen Quattlebaum, on October 10, 2018
Leveraging automated feedback solicitation rules can deliver significant value to your Amazon business. In addition to reducing hours of manual labor from your busy work life, feedback automation delivers a scalable solution for confirming the satisfaction of each customer.
As with any rule, however, there are always exceptions. Thankfully, we built our FeedbackFive tool with the flexibility to handle any customer situation. In this article, we'll explore how our manual exclusion feature can help.
What is Manual Exclusion?
So, what is manual exclusion in FeedbackFive? In short, it's a simple way to override your campaign rules for specific orders or customers.
FeedbackFive offers several manual exclusion options, which are available to users at all plan levels. (If you're not already a customer, get started with a free trial.) To exclude an order from solicitation, just navigate to the "Orders" section in FeedbackFive. There you'll find a sequential list of your recent Amazon orders sorted by date. Clicking on a column header will re-sort the list based on your desired criteria.
Select the order (or orders) you wish to exclude and then click the "Actions" dropdown menu. Select the appropriate action, and you're done.
Note: You'll notice that FeedbackFive allows you to prevent solicitation for specified orders, but it also offers an option for preventing solicitation for any order related to a specific customer. The latter option can be especially handy when dealing with notoriously high-touch customers!
3 Use Cases for Manual Exclusion
We've covered best practices for using FeedbackFive's manual exclusion rules, but when does it actually make sense to use this feature? Here are a few common use cases that might get your creative juices flowing:
1. Buyer Receives the Item But Has Questions or Issues: The last thing you want to do is solicit feedback before the customer is ready to provide an accurate rating. Although you rarely hear from customers after the fact, there's still the occasional buyer who needs post-delivery assistance. By overriding your solicitation rules, you give yourself breathing room to properly address the customer's concerns, ensure total satisfaction and set yourself up for a favorable rating.
2. Loyal Customer Who Makes Another Purchase: Not every Amazon shopper blindly clicks the Buy Box when making a purchase. Some prefer long-term relationships with those merchants who deliver superior service. In such circumstances, it may be wise to send a specially crafted message to your highly loyal shoppers. After all, they took the time and effort to seek out your storefront. Doesn't that deserve a little extra attention? With Pro and Enterprise plans, you can automate excluding (or sending) emails specific to all of your repeat buyers.
3. Customer Provided Feedback (But You're a Free User): FeedbackFive users on Pro & Enterprise plans enjoy additional levels of automation, including automatic exclusions for orders that have already generated feedback. If you're on a Free or Basic plan, you'll need to manually monitor orders that have resulted in feedback - and, manually exclude those orders from solicitation. We have thousands of Amazon sellers who do exactly that with our Free plan, although I could make a pretty compelling case that upgrading to a paid plan would save money in the long run.
Manage Customer Satisfaction with Confidence
Feedback automation can be an excellent catalyst of efficiency for your Amazon business, delivering a scalable approach to an otherwise time-intensive customer service endeavor. Despite the many merits of automation, it's equally important to have a convenient way to deal with inevitable exceptions.