From customer service to improving store image, from review management to improving product quality, how to improve customer service is a question that every seller needs to think about. When the difference between the functions and prices of two products is not large, the value of customer service becomes more prominent. Goods with good customer service and clear to customers are often more attractive to customers.
Product reviews and store feedback are the most basic criteria for judging a product or a store. They are closely related to product rankings and Amazon’s positioning of stores, and are particularly important for product sales, so sellers should pay more attention to them.
Regarding customer service, Amazon’s mission is to become the most customer-centric company in the world. The customer service team should have a very clear goal: to prevent and solve customer problems so that customers feel happy and satisfied. Therefore, pre-sales and after-sales services for customers are particularly important.
When consumers choose and purchase goods, they often encounter some problems, such as product details, payment methods, shipping methods, packaging conditions, how long it takes to arrive, and so on. In order to facilitate customers to “answer questions on their own”, a “FAO Service” column can be added to the store to answer common questions such as payment process, product details, function details, usage details, logistics details, return and exchange instructions, etc., so as to create better pre-sales service, eliminate consumers’ doubts in time, create a more efficient shopping experience for consumers, and further improve customer satisfaction.
In addition, the store should also attach importance to integrity and create high-quality after-sales service. When sellers encounter customer complaints or bad reviews, they should communicate and handle them in a timely manner and assume corresponding responsibilities when necessary. If it is caused by product quality problems or wrong goods, they should Unconditionally accept the customer’s demand for return, exchange or refund, and bear the logistics costs. At the same time, if conditions permit, sellers can also maintain customer relationships by distributing gifts or launching preferential activities, thereby improving customer stickiness and increasing customer repurchase rate.
FAQ service has low costs in manpower, capital and time, but can achieve better service results and experience, and is more suitable for sellers with limited funds. After-sales service has relatively high cost requirements, but it plays an important role in store reputation and promotion. Therefore, sellers can choose one or more methods according to their own needs.