How do you connect with your customers and build lasting relationships? In e-commerce, there are numerous ways for a seller to reach out to customers, such as emails, live chats, social media, mobile, and many other forms of communication. But what is the most effective and efficient way to manage customer relationships on Amazon?
Buyer-Seller Messaging is the only way Amazon sellers can communicate with their buyers. Although it ensures the confidentiality of both buyers and sellers, it prevents sellers from providing valuable customer service consistently.
An Amazon Help desk tool is the greatest innovation in managing your customer queries from multiple channels easily. A help desk with built-in features including ticketing, email automation, autoresponder, and sales performance report can help you create a customer-centric experience for your business.
So how does help desk work and what are the benefits of using an Amazon help desk tool?
1) Offer Personalized Marketing Messages
Customers nowadays are pickier than ever before. They are looking for quick and timely responses from sellers and they expect to have a personalized shopping experience that makes them feel special and truly valued.
A Help desk tool can centralize information about your customers so you can offer this personalized service. It can collect numerous data about a buyer like a buyer’s name, email, order details, feedback ratings, reviews, and more. This allows you to target each buyer individually or segment customer into lists based on buyers’ order history, behaviors, or other data.
Personalization is the best way to boost your marketing email campaigns and drive customer engagement. You can customize your email templates with variables that can automatically generate information that is relevant to a buyer to make it more personal. Or you can set an auto-reply to automatically send messages to customers according to the buyers' issue or request.
2) Enhance Customer Service
Looking at the analytics and reporting dashboard is a great way to enhance your customer experience. The record of your customer interactions can help you build and maintain your relationships with customers. Customer Analytics also allows you to measure your customer satisfaction levels to ensure that you’re meeting your customers’ needs.
A help desk also combines emails from multiple seller accounts and into one platform so that you don’t need to juggle between several Amazon marketplaces. This can streamline your administrative work and improve efficiency.
3) Increase Team Productivity
A help desk facilitates cross-departmental collaboration easily and efficiently by providing customer information and insight. You can assign specific questions to different teams and departments. For example, you can assign high-level customer inquiries to experienced agents or technical questions to your technical support team. All the users can also track the progress of any follow-up on customer enquires.
4) Reduce Operating Costs
Great customer experience is the key to success. In the past, most companies hire people specifically to manage, interact, and communicate with their customers. The goal is to retain existing customers and gain new ones by providing the best customer service.
With increasing labor costs, companies nowadays adopt new technologies to reduce operating costs while keeping a consistent and effective business process. An Amazon help desk tool can be used as a virtual assistant to take on the mundane tasks such as sending generic emails to buyers so that you are able to focus on what matters most — increasing your sales!
5) Get More Positive Feedback
Most buyers usually don’t leave feedback after purchase unless they have a negative shopping experience with you. So when you are in this situation, you have to respond in a timely manner and take the initiative.
With the right help desk tool, you can automate buyer-seller messages and set different auto-reply template based on the type of message you receive, and set a schedule to start auto-reply during off-work hours. The faster you respond, the more likely buyers will not leave you negative feedback.
Furthermore, being proactive to send feedback and review requests to buyers is the best way to encourage them to leave quality feedback and reviews. Email automation can save you time and effort to send follow-up emails to show your appreciation and it will eventually increase the likelihood of helping you to get positive feedback from your customers.
While adapting to new technology like an Amazon help desk tool may be difficult, this customer service solution can still make a positive impact on your business, and it ultimately can simplify your customer service so you have more time to focus on your business to achieve success.
BQool Inc. is a SaaS company committed to simplifying the day to day tasks that all Amazon sellers face, whether that be dynamic repricing, competitor research, help desk and feedback management or discovering the most profitable products to sell. Sign up for a free trial of the most innovative software solutions available on the market.