A Merchant’s Toolbox for Providing Stellar Customer Service

by Colleen Quattlebaum, on March 27, 2016

Customer service is a fundamental tenet for any business owner. For eCommerce merchants, it’s even more important. In this type of virtual ecosystem, where buyers never physically interact with the sellers (and vice versa), providing an amazing customer experience is paramount.

Luckily, there are a few steps you can take to impress your customers, and to streamline your processes so you have more time to spend on customer service. Here are some options to consider.

Identify Products Customers Will Love

You could spend hours upon hours scouring a list of ASIN/UPC/EAN codes to conduct product research. Or you could streamline. Leave that mind-numbingly, tedious task to MarketScout while you work on other important tasks, like finding ways to provide even better customer service to your buyers. To use the tool, simply upload a comma-separated values (CSV) batch file containing the codes you’re searching for to MarketScout. You’ll receive an email notification to view results online or in a downloadable report when the search is complete.

This powerful tool provides you with a comprehensive overview of how the products you are considering for your online store are currently performing on the Amazon marketplace. “Scout” your competition with ease. Your report will include important product information such as product sales rank, the number of FBA sellers, fulfillment cost, total sellers, and much more.

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Avoid Running Out of Inventory

Cultivating repeat customers is a goal for many eCommerce sellers. But how can you remain someone’s top choice for a bi-monthly order if you keep running out of products? This is especially important if you are a niche seller with little or no competition on your SKUs. This means that your customers are relying on you to keep items in stock for repeat buys, cross-buys and accessory purchases that go with other items you are carrying.

Managing inventory can certainly be a challenge for online sellers. RestockPro simplifies the process by giving you the inventory information you need, at a glance.

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This web-based platform keeps track of your sales and inventory stocking information for you. The RestockPro dashboard provides you with up-to-date data, color coded for importance. It’s a great asset for your business. Designed to help you determine when, what and how many reorder items you will need to keep repeat customers happy. RestockPro’s smart recommendations save you time and money.

Request Feedback

Customer feedback is essential for online merchants. Prospects looking at your offerings will look at the feedback and product reviews to judge your professionalism, timeliness and product fit, all based on what your customers have written. Positive feedback reinforces what’s working for your business. Negative feedback lets you know what you need to work on to improve customer satisfaction. Buyers often neglect to provide feedback or reviews until they have a negative experience. Proactively asking for feedback shows that you are a professional eCommerce merchant. It also allows you to take corrective action if there was an issue with a client’s order.

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FeedbackFive automates the feedback solicitation process, helping you increase engagement with your customers. It also facilitates the process of resolving negative feedback and helps you manage your Amazon product reviews.

You can opt to receive real-time text or email alerts from FeedbackFive for negative customer feedback, allowing you to take corrective action quickly.

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Positive customer feedback is important for a successful eCommerce business. With FeedbackFive on your side, you can maintain an excellent Amazon seller rating in order to have a leg up on the competition.

Create Your Team

eComEngine’s tools are designed to help you provide great customer service and increase your success as an online merchant. Click here to find out more about free trials on all our products!

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