Amazon store owners often find themselves wearing many hats. Managing everything from inventory to customer engagement can be tough for one person. We talked to Jonathan Pearl at the Sellers' Conference in Pennsylvania about his experiences with FeedbackFive. He manages eCommerce for the Heavy Duty Store and Cook Iron in Rochester, NY.
Start a Dialogue
“FeedbackFive has been a valuable asset to us in allowing us to engage our customers in a way that we hadn’t been able to and at a volume that we hadn’t been able to ordinarily before," Pearl said. "In the first 30 days we saw a 20 percent gain in not just feedback alone, but in positive feedback."
In the first 30 days we saw a 20 percent gain...in positive feedback."
By initiating those conversations, FeedbackFive has been key to providing quality customer service. "It’s given us an opportunity to be able to get our shoe in the door and have a dialogue with our customer," Pearl said. Automating customer follow-up allows him to focus his time on his many other tasks. Then when a customer replies, he can quickly respond and take fast action.
Continue the Conversation
Negative and neutral feedback notifications from FeedbackFive alert him to customer issues. By taking the time to understand each customer's pain points, Pearl is able to provide exceptional customer service. He strives to surpass Amazon service guidelines.
Sending customized messages automatically through FeedbackFive is a great way to start a conversation with buyers. This provides an opportunity for them to tell you directly about any issues they have, giving you the ability to resolve those problems before your customer is tempted to leave negative feedback. It's important to be prepared to follow up with any customer responses to those messages. Seller feedback gives you the details you need to continue providing an exceptional customer experience.
Make Decisions Fast
Amazon sellers must make decisions quickly, especially when it comes to resolving any customer issues. Failure to do so could result in anything from an unhappy customer to negative impact on seller performance ratings. FeedbackFive helps Pearl by alerting him when a situation arises.
“It’s an asset that allows you to make any judgement decision and a better judgement call with regards to your policies and your decisions and interactions with your customer,” Pearl said. You can hear more about Pearl's experience with FeedbackFive in this video:
Improve Your Customer Engagement
Are you sending follow-up messages to engage with your buyers after they make a purchase? FeedbackFive automates this process for you, allowing you to focus on value-added tasks. Automate your messages and use your time to build your business and provide great customer service.
Originally published on June 20, 2017, updated March 6, 2020
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.
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