3 Signs You Need an Amazon Feedback Tool
Order fulfillment, customer complaints, refunds, restocking, shipments and product research - your to-do list never seems to get "to-done."
And, with such a jam-packed work schedule, getting around to Amazon feedback management is an unlikely feat. You know that you need to do something proactive about your seller reputation. But, by 8:00 pm each day, you're much too exhausted to send a zillion feedback emails.
Recently, you noticed a few merchants chatting about this topic on a seller forum. (They were debating the merits of using an Amazon feedback tool.) The general consensus was that such tools are worth the investment, but you're still not sure if they're right for you.
In this post, I'll share three signs that you need an Amazon feedback tool.
Sign #1: You're Not Soliciting Feedback
Feedback solicitation is one of your strategic initiatives for the year. Are you making progress on this goal?
Don't fret. Many sellers set lofty feedback goals each year, only to see them dashed by more pressing matters. After all, manual feedback solicitation requires a lot of effort by you or your staff. If done manually via the Buyer-Seller messaging service, you'll need to:
- Find each order you wish to solicit
- Click the "contact buyer" link
- Select "feedback request" for your subject line
- Write a personalized message that complies with Amazon's seller guidelines
- Send the message
- Check back occasionally to see if feedback was provided
- Repeat the process for the next order
When looking at the many steps involved with solicitation, it's no wonder why this keeps dropping as a priority for you. Granted, you still want better feedback. It's just not clear if it will be worth the effort.
Sign #2: You Have Negative Feedback that Was Never Removed
Although your feedback solicitation process is still a work in progress, your feedback removal process is relatively solid. When negative feedback happens (it's inevitable), you try to take swift action, seeking to understand what went wrong. For those customers who will respond, you're good at resolving nearly every situation (and, likewise, removing the poor rating).
Unfortunately, there are times when you're not at your desk or logged in to your Seller Central dashboard. With everything else on your plate, it's not unusual for several hours (or days) to pass before a negative rating gets noticed. This has come back to burn you (especially the time you took that cruise to The Bahamas).
In short, you've had to learn a simple truth the hard way: responding within an hour of negative feedback is crucial for salvaging a relationship gone bad (and, of course, the rating itself). Permanent negative feedback serves as a harsh reminder of this truth.
Sign #3: You Have No Way to Test What Works
Even if you had more time to solicit and track Amazon feedback, it can be tremendously difficult to know what's actually working. After all, your Seller Central dashboard only tells you which customers left feedback. You certainly can't see which emails were opened. Likewise, there's no easy way to test if a certain message or subject line is more (or less) effective at generating feedback.
In a perfect world, you'd have a wealth of information at your fingertips, such as:
- email open rate data
- campaign success metrics
- trendline data for both your seller account and the specific products you sell
- SKUs/ASINs that tend to result in negative ratings
With your current approach to feedback management, accessing this data is only a figment of your imagination.
Let FeedbackFive Solve All of These Problems
Whether you're looking to automate your feedback solicitation, improve responsiveness to negative feedback, test different campaigns or gain access to better data, FeedbackFive is the right choice for you. Our software has been used by countless Amazon merchants to successfully manage over 45 million feedbacks.
And we have several affordable monthly plans for every budget (including our "forever free" Lite plan). Account setup takes most sellers 9 minutes or less, so what are you waiting for? Let FeedbackFive handle all of your Amazon feedback management headaches, so you can get back to running your eCommerce business.
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Originally published on May 23, 2017, updated July 15, 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.