Not too long ago, we talked about Streamlining Your Amazon Business. Now that you’re all clear on role division and assigning, let’s move on to the deeper level of customer support. The first things that come to mind when you think of customer support on Amazon are emails, feedbacks, and performance. However, you don’t want an account manager focused only on keeping metrics in line. You want one who really understands your background, your goals and your values. Read on to find out how you can change your CRM strategy to match the purpose you have in mind for your Amazon business.
Customer Support and Internal Policy
There are a number of ways that your CRM strategy can reflect the beliefs of your company, and the purpose of your Amazon business. If you figured out what you want your message to your buyers to be, make sure to communicate it to your whole team, so that their actions go hand in hand with whatever you wish to push forward or stand for.
Help and Serve
Backing up your stated approach to customer service with tangible incentives would strengthen your position. If the main thing you care about is to serve customers, applying a policy that enables more discounts, promotions and refunds could suit this perspective. Communication efforts towards buyers would be made so that they feel somebody understands their frustrations and needs; offering help would be the number one priority.
Deliver Promptly
If you just want to deliver products quickly and safely, when everything else around us runs at such a crazy pace, your customer support manager could advertize your use of a really good shipping method to ensure customer satisfaction. Tracking numbers are always a big help, and chances are they will become mandatory in time. People are also big fans of door-to-door deliveries, which do away with local post office pick-ups; so your account manager could really emphasize how easy it is for them to get goods from your company. Plus, you could add how you took down your margins just to cover more of the costs of such a solid carrier, while keeping your prices competitive.
A Richer Market
If you want to bring new items to the market so people benefit from products they previously had no access to, then your customer support procedure may imply offering a lot of free samples (maybe even sharing some appealing stories on the history or provenance of the goods). You could add value to it by always searching your inventory for similar or complementary products you have for sale, when a buyer shows interest in one of the items in a particular series or set.
Authentic Items Only
Authentic means high quality. Even if you offer popular products that a lot of other merchants sell, your account manager could still underline that you take pride in only offering authentic items sourced directly from manufacturers/authorized dealers. You could advertize about always being able to provide invoices and warranty, not to mention peace of mind that they’re buying the real deal.
All of the above are reasons for which the SellerEngine customer support package starts with what we call a “seller interview”; in which we not only find out details of your Amazon business, but try to understand what your values and purpose are as a company. That assists us in providing the type of customer support you need, to go hand in hand with the image you wish to promote as a company and as an Amazon merchant. Apart from this, we’d keep an eye on your performance, while making sure all notifications from Amazon are properly dealt with.
Let’s talk about some serious CRM strategies for your Amazon business!
Elena is part of the Business Development team at SellerEngine. She explores online expansion opportunities and goes by the saying “If you can’t explain it simply, you don’t understand it well enough”