Ed Rosenberg, founder of Amazon Sellers Group, recently interviewed eComEngine founder and President Jay Lagarde about FeedbackFive, RestockPro and more. In celebration of eComEngine’s 10th anniversary and the upcoming Amazon Professional Sellers Meetup & Workshop, we’re sharing some highlights from the conversation.
Rosenberg pointed out that using an automated feedback management tool helps sellers increase their feedback ratings. Without software, the percentage of buyers leaving feedback is very small.
Lagarde shared that FeedbackFive, which was the first fully automated feedback management software for Amazon merchants, grew out of custom work that eComEngine was doing for larger individual sellers. He also spoke about how Amazon.com, Inc. (“Amazon”) has traditionally approached feedback. “From the very early days of Seller Central, they were saying feedback was important and it was okay to ask for feedback. There were lots of rules about customer communications going way back, but they said that was one place where they thought it was okay to reach out to your customer, because we want to build that relationship between the customer and the seller. They thought that was going to encourage a good customer experience,” Lagarde said.
Prioritize Customer Service
“If you’re not going to reply to an email, then asking for feedback is not going to solve that problem,” he continued. If you’re making real efforts to prioritize customer service and have a system in place, an automated feedback management tool can enhance that system and save you time. If you take the right approach to soliciting feedback, you can often preempt negative feedback by capturing it before it takes place and resolving the issue right away.
Rosenberg inquired about FeedbackFive’s product review buyer match functionality. Lagarde responded by saying, “The rules are a little bit more restrictive for product reviews than they are for regular feedback. So Amazon does not allow you to go out and say ‘I want you to remove that product review.’ You can’t ask for removal like you can with feedback. But you can certainly reach out if you know that somebody had a disappointing product experience, and frankly I think Amazon probably encourages it. You can reach out to them and you can clarify something that was unclear, and also if there was a problem with the item Amazon certainly doesn’t oppose you trying to make the customer happy. So we see many instances where customers are willing to upgrade their product reviews based on that customer service contact that takes place.”
Don’t Leave Money on the Table
Another eComEngine tool, RestockPro, is used for strategic reporting and automation. “It tells you how much you should order and when you should order. It keeps track of your inventory…if it’s too low, you’re going to miss sales, you’re leaving dollars on the table. If it’s too high, then you’re tying up inventory dollars that could be better spent somewhere else, and also it puts you at risk,” said Lagarde. “One of the goals of the tool is to surface this information for you in a very strategic way.”
Connect with Ed & the eComEngine Team
You can meet Ed Rosenberg, the eComEngine team and other industry experts at the upcoming Amazon Professional Sellers Meetup & Workshop in Brooklyn, NY on April 27th, 2017. Click here to get your tickets!