When operating a store on the Ozon platform, it is crucial to monitor the questions raised by customers, which not only helps improve products or services, but also enhances consumers’ trust and helps the final purchase decision. Below, we will introduce in detail how to effectively monitor and manage customer issues on the Ozon platform.
1. Issue monitoring in the personal center.
Open the review → Questions and answers section:
In the Ozon personal center, you can directly go to the “Review” section and select the “Questions and Answers” option to view all the questions raised by customers.
Categorize and view questions:
All questions: This shows all the questions raised by customers, which are arranged according to the date of submission, from the latest to the oldest.
New: These are new questions that have not been viewed. Checking and answering these questions in a timely manner is essential to maintaining good customer service.
Viewed: This includes questions that have been viewed but not answered.
Handled: This shows questions that have been answered and the answers have been published on the product cards.
It is recommended to check these questions regularly and provide quick and detailed answers as soon as possible. This will not only help buyers make more informed purchasing decisions, but also enhance the overall image and reputation of the store.
2. Problem monitoring in the app.
Open the menu → Reviews and Questions → Questions about the product section:
In Ozon’s mobile app, you can also easily monitor customer issues. First open the menu, find and select “Reviews and Questions”, and then enter the “Questions about the product” section.
Search and filter questions:
View new questions that have not been viewed;
View viewed but unanswered questions;
View questions whose answers have been published on the product card.
You can search for specific questions directly by entering the product name, item number or Ozon SKU ID.
Using filters, you can also:
This classification and filtering function greatly improves the efficiency of problem handling and ensures that no important customer feedback is missed.
Turn on notifications:
To ensure timely responses to customer questions, it is strongly recommended to turn on notifications in the “Menu → Notification Settings” section. In this way, you will be notified immediately whenever a new question is submitted, ensuring that you do not miss any critical customer interactions.
Conclusion:
By actively monitoring and answering customer questions on the Ozon platform, you can not only improve the quality of store service, but also enhance consumers’ trust and loyalty to the brand. Remember, quick and detailed answers can directly affect buyers’ purchasing decisions, so it is crucial to ensure that the problem handling process is efficient and effective. Turn on notifications and use the search and filtering tools provided by the platform to make customer problem management simpler and more intuitive.