Selling on domestic e-commerce platforms such as Taobao and JD.com often requires setting up special customer service positions in order to communicate with buyers in a timely manner and improve the consultation conversion rate. However, on the Amazon platform, most buyers place orders silently, that is, they buy directly without consultation and communication, and the pressure on customer service is relatively small. At the same time, Amazon’s Prime membership mechanism has also largely solved after-sales problems such as logistics returns, greatly simplifying the tedious customer service work. Some stores with an average of 100 orders per day will not handle more than 10 emails a day.
However, this does not mean that the importance of customer service has decreased. On the contrary, customer service is the only channel for sellers and buyers to communicate directly under Amazon’s rules. If communication is not smooth, disputes are likely to arise. In order to achieve refined operations, it is necessary to pay attention to and make up for the shortcomings of customer service, improve buyer satisfaction, and the store sales and branding process will also take a step forward.
For Amazon customer service, many buyer messages are repetitive, mostly related to logistics issues, product returns, order modifications and cancellations, etc. At this time, you can create templates for messages that are frequently sent to buyers to improve the efficiency of replies. Click “Buyer Message” in the upper right corner of the store backend, and select the management email template on the right side of the page to use this function.
Before shopping, buyers can contact other sellers through the “Inquiry” function on the store page to inquire about product details. At this time, the buyer’s willingness to buy is already very high, and detailed answers to the buyer’s questions are needed to facilitate the order. Since the sellers’ products are different, there is no fixed English template here, as long as the answer is complete.