How to Automatically Flag Product Quality Issues
by Colleen Quattlebaum, on November 24, 2017
Your heart sinks.
For the second day in a row, you've received an unpleasant message from yet another dissatisfied customer. And, this customer is unhappy about the exact same thing: your top-performing product.
After doing some investigative work, you realize this is not a coincidence. Several other customers have posted 1-star Amazon >reviews, the first of which was posted more than a month ago. It seems they all have the same product defect in common. Unfortunately, you're just now learning about it.
If only you had noticed that review sooner. Sadly, you can't go back in time.
Here's some good news - as a FeedbackFive customer, you can use our tool to monitor potential product issues going forward. In this post, I'll explain how to get started.
An Overview of Our Product Monitoring Feature
Most merchants think of FeedbackFive as a solution for managing Amazon seller feedback. That makes perfect sense, especially considering our tool has been used to manage more than 50 million positive feedbacks. What you might not know is that our tool also manages product reviews. By offering feedback and review management under one roof, FeedbackFive offers sellers a 360-degree view of their Amazon reputations.
Our review management feature allows sellers to easily:
- Stay on top of negative reviews (via email and text alerts)
- See how an item's review history is trending
- Begin tracking an entire catalog within seconds (via CSV upload or copy & paste)
- Ask each customer to leave a rating/li>
- Track as many ASINs as desired
When it comes to monitoring potential product quality issues, FeedbackFive can be a real lifesaver. Text and email alerts deliver real-time insights for all the stuff you sell. Without FeedbackFive, your only other option involves manually checking each item's Amazon listing for new reviews - but who has time for that? Not you! It's time you let FeedbackFive turn your smartphone into a review monitoring machine.
For more in-depth analytics, dive into your FeedbackFive reporting dashboard. Are other customers complaining about the exact same safety concern? To find out, simply download the item's review history to a CSV file. Search, sort and filter your review data to learn if you're dealing with an isolated issue - or something much bigger.
Knowing Faster Puts You in the Driver's Seat
With FeedbackFive on your team, you'll be in a better spot to swiftly deal with supplier quality issues. Although each situation is bound to be different, a logical first step would probably involve contacting the vendor. Does the supplier already know about the problem? If so, has a recall been issued? Is there a trade-in program for merchants like you? How does this impact your prior customers? Ask plenty of questions and don't settle for vague answers.
If the supplier is unaware of the problem, be sure to present your findings in a digestible format. Sending an unformatted CSV file might not be the best approach. Spend a few minutes to isolate the negative ratings so you can have a more focused conversation. Keep in mind that most products on Amazon.com have more positive ratings than negative, so you'll definitely want to filter out any reviews that distract from your point. Otherwise, the vendor might try skirting the issue.
Depending on your supplier's response, you'll also want to consider what to do with existing inventory. The last thing you want to do is sell more of an item that has serious quality issues. On the other hand, you may have thousands of SKUs already in stock. Unfortunately, there's no magic solution to this problem. The most important thing is that you take a proactive approach to holding your supplier accountable.
Start Monitoring for Quality Issues
The products you sell are an extension of your eCommerce brand. Selling things that are either defective or present safety issues can quickly tarnish the Amazon reputation you've worked so hard to build. The cost of monitoring your products with FeedbackFive pales in comparison to the risks of not doing so.
Add your ASINs to FeedbackFive today.