High Tech and High Touch Help Sellers Connect
by Jonathan Tombes, on August 1, 2013
Sometimes we hear sellers advising others not to worry about feedback. “You’ve got bigger concerns,” they say, “like sourcing and pricing.” We agree. Without products or correct prices, you won’t be selling for long.
Generating Positive, Preempting Negative Feedback
We also agree that worry can be misplaced. But using a system that helps you manage feedback is far from worrying. As one seller in a recent Amazon Seller Forum discussion described FeedbackFive: “It’s sort of a ‘set it and forget it’ setup, so there’s not much to say other than it works consistently and my review rates jumped once I set it up.”
Several more comments picked up on the automated power of FeedbackFive. “It is a hands-off machine for generating feedback highly skewed toward the positive,” wrote another seller.
Personal Touch 'Heads Off' Problems
What is interesting is that automation also allows sellers to connect personally. This is not unique to FeedbackFive, which allows sellers to customize their requests. It’s the kind of combination enabled by Internet technologies, and described by Micah Solomon in his 2012 book, “High-Tech, High-Touch Customer Service.”
This high-touch side of FeedbackFive came to light recently. As eComEngine President Jay Lagarde was discussing the service with Kat Simpson on her Internet radio show, one attendee (Charlene) typed in the chat room: “FB Five has allowed me to head problems off before they become negative FB. It encourages people to contact first.” (For more on Lagarde’s appearance on That Kat Radio, see this blog article.)
Where's the Seller?
In a separate interview, Charlene elaborated. “The few times I’ve had contact with people who’ve gotten the FeedbackFive message, they’ve had issues with their products, for one reason or another,” she said. “And they said, ‘We couldn’t figure out how to contact you on Amazon; we’re so glad you sent this.’”
"This kind of preempts the ‘leaving a negative feedback because we’re frustrated and couldn’t find the third-party seller,’” Charlene said. An Amazon merchant since 2002, she said this kind of interaction has occurred three times so far in 2013. “We’ve been able to resolve all three very quickly.”