Why FeedbackFive Gets 4.9 Stars from Merchants

by Colleen Quattlebaum

We love helping Amazon merchants get five-star reviews.

We love it even more when merchants take the time to rate our FeedbackFive service. With thousands and thousands of customer service interactions with sellers worldwide, we're pretty proud of our 4.9 star (out of 5.0 stars) support rating.

In this post, we'd like to share a few nice things customers have said about us lately.

Our Focus on “Customer Success”

Most software companies have a “Support Department” whose job is to monitor and resolve incoming tickets. At eComEngine, we don’t have a Support Department. Instead, we have a “Customer Success” team. Everything we do is centered on helping you become a more successful Amazon merchant. While we do provide support, our team goes above and beyond to make every interaction more valuable.

In addition to answering your questions, our staff takes time to understand your needs. We also look for ways to enhance your utilization of FeedbackFive, ensuring that you’re getting the most value possible from our tool.

As a result, we’re humbled to receive comments like these almost daily:

“Excellent service”
-Damu, September 9, 2016

“Great support, super timely and helpful explanation.”
-Dan G, August 1, 2016

“Always impeccable :-)”
-Maureen F, September 12, 2016

“Great support and follow up!”
-Stacy T, September 2, 2016

Friendly & Helpful Staff

While some technology companies outsource their support function (or provide none at all), eComEngine's Customer Success team is a robust, dynamic group of eCommerce software specialists. We closely examine every incoming request and match you with an in-house expert. Our goal is to get you the information you need, so you can get back to growing your Amazon business.

Here are a few examples of how our staff has created lasting impressions:

“Adrian is very helpful and always tries to make sure I understand the solution.”
-David B, September 12, 2016

“Elena was very helpful and knowledgeable.”
-Maxim R, September 9, 2016

“Thank you Melissa for your time, effort and patience in helping me create a thank you template.”
-Shaun S, September 1, 2016

“Nikki was awesome. Thank you.”
-Lou, September 6, 2016

Lightning Fast Turnaround Time

There's nothing worse than waiting (or hoping) for a software company to get back to you. For this reason, our Customer Success team is committed to providing lightning fast responses. In fact, this year's average turnaround time is an astounding 1 hour and 57 minutes. (Our goal is to get that under an hour!)

How do we provide such quick feedback? It all goes back to the great people who work at eComEngine. Our Customer Success team knows our software, inside and out. In addition, we've invested significant resources in our ticket management workflow. With the right people and processes in place, we're able to offer an expedited experience. We find that our customers truly appreciate this approach, as evidenced by these comments:

“FeedbackFive customer service is always quick to help and always nice and friendly. A wonderful team to deal with!”
-Kendall F, August 31, 2016

“Quick response and issue sorted with speed - thanks.”
-Stephen Q, August 9, 2016

“I received a fast response and suggestions to improve my results. I am grateful for the help.”
-Bill W, September 7, 2016

"Quick and detailed reply. Thank you!”
-Patricia W, August 29, 2016

Our Commitment to You

When we first launched FeedbackFive in 2009, our priority was the same as it is now - to help merchants grow their businesses by building better Amazon reputations. As our customer, you gain access to both a best-in-class software application and our team of Customer Success advocates.

We hope that after trying FeedbackFive (free 14-day trial), you'll too be singing our praises.

Originally published on September 23, 2016, updated April 25, 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.

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