Calling on all online sellers! It's time to put the excuses aside and get control of your Amazon customer feedback. Here's what you need to do.
If you’re an Amazon seller, you’ll understand that a typical day spent managing your account consists of dealing with customer queries, order fulfillment and winning the Buy Box. The last thing that comes to your mind is managing your reviews—or even getting reviews in the first place.
There are clear ways to effectively manage feedback but, with Amazon in particular, you’re up against millions of other companies so you need to have a strategy in place.
In this blog, I’ll debunk the most common excuses made by online sellers in relation to feedback management on Amazon and reveal how to make this activity one of your daily to-dos without hassle.
Excuse #1: “I don’t get that many reviews anyway”
This could be true for your online business—but it could be due to a number of factors: the industry, the target age group, or even customers having a good experience as opposed to an exceptional one. It might be possible that small online businesses could be super successful but not receive that many reviews. Why? Because they’re not actively trying to get any.
But remember, customer feedback is not all down to fate. You can try generating your own reviews with feedback requests. With the right Amazon feedback management tool you can draft up your own request or use pre-written templates.
And don’t let yourself worry for one second about how to write a feedback request; eDesk provides templates that kick-start the process for you.
Within these feedback requests, you can use an automation called Snippets to pull up your customer’s information and instantly reduce the task’s tediousness. With all the order details in one place, you don’t have to spend hours sending multiple individual emails.
Excuse #2: “I’ve got too many other things on my plate”
So does everyone—and it’s no excuse! The great thing about using a feedback solicitation service like the one built into eDesk is that you can automate your requests. That means that even at your busiest, you can send out feedback requests in their hundreds.
As well as this, you can check the dashboard at any time to see how many requests you’ve sent out and how much feedback you’ve received. That’s not to mention the fact that it separates positive and negative reviews and brings them to your attention.
Excuse #3: “I don’t want to deal with negative reviews”
Understandable—they can be a pain. However, for the most part, they can never be truly looked at as negative. Remember that they:
- Provide invaluable feedback for the company
- Don’t cost you anything
- Give you ideas for creating business strategies
- Provide a holistic perspective of your online business
And if you really find them a chore you can try to prevent them happening. Try counteracting your negative reviews by targeting positive ones. Once again, this is where an Amazon feedback tool comes in. You can set up your Feedback rules in such a way that requests are only sent to customers without open tickets. This way you’re more likely to reduce the amount of negative feedback you may receive.
*Important to remember*
On October 3, 2016, Amazon banned incentivized reviews connected to free or discounted products. So don’t forget that when you decide to start requesting reviews from your customers.
Excuse #4: “It’s not worth the investment”
This point can be argued over and over again. It is difficult to see the return on investment with reviews in general—let alone when you spend on an Amazon feedback management tool. However, if you don’t have the reviews in the first place, you can’t use them as bait to attract new customers. Take Nordstrom as an example.
The department store has built up its online reviews to the point where it shows the ratings—good and bad—under each product. This way the customer can get an all-around view of the product from the get-go.
It’s almost impossible to say your Amazon business won’t derive any benefits from using a tool to aid your feedback management. With the extensive borderless opportunities online, encouraging user-generated content will help your brand awareness, which will have a knock-on effect on your revenue.
The points above are not to say that online sellers should drop everything they’re currently doing and prioritize reviews, but more to open their eyes to the relevance of them. Also, to prove how using a tool can help you through this process significantly. It’s all about investing some time into monitoring the reviews while also keeping your current customers happy.
eDesk is the leading helpdesk for online sellers, purpose-built to address the precise demands of e-commerce. Sign up for a no-hassle, 14-day free trial right now.