Amazon is the most popular eCommerce marketplace in the world because of its customer-centric policies. Amazon always tries to provide customers with a better shopping experience and they are very much strict on that policy. For that, customers on Amazon expect excellent customer service when they purchase products and get products within the promised time.
If you think that selling on Amazon and increasing sales and profit are the only matters then the concept is wrong. Because, selling through Amazon and creating a sustainable business, you need to give a strong focus on making customers happy by providing adequate customer service.
On Amazon, customer service is about exceeding expectations, not just following policies. With the growing competition, excellent customer service can be a deciding factor for Amazon when customers decide where to buy products.
So, proper customer service is a very crucial thing for Amazon to create a sustainable and reliable business. As well as, Customer Service is so important to keep an Amazon account healthy.
In this article, we will discuss why customer service is important to grow your Amazon business, the LAST method to handle difficult customers, and the key benefits of customer service.
Why Customer Service is Important for Your Amazon Business?
On Amazon, if you don’t provide efficient customer service, people will claim poor customer service and you will lose clients, regardless of how good your product is. As a result customer service can break your Amazon business.
However, not everyone knows what it is or why customer service is so important. The followings are the reasons to make your Amazon business stand out from the other seller by providing great customer service.
1. Customers/Buyers want priority from Amazon merchants
Shoppers can purchase either from an online e-commerce site where plenty of merchants are there or from the physical superstore. But they prefer where they can get their desired product shortage possible time and where they get valued as customer service while purchasing the product. So Shoppers should be viewed as people, not dollar signs.
2. Online buyers expect the proper features and description of the product they purchase
Many products on Amazon are not accurately described or accurately featured that’s why potential customers aren’t able to get perfect information from the merchant. So they got confused about the product to place an order.
Accuracy means honesty, and that leads to trust — a hugely important quality in the online world. If merchants are honest with the buyers, it will increase the chances of sales and start to build a great reputation. And that’ll increase the chances of pleasant encounters and positive feedback.
3. To be a Unique merchant in the huge competition on the online platform:
There is plenty of merchant on Amazon, selling the same product at the same price so to be a different merchant from the other 100 merchants have to provide excellent customer service to buyers. Competition is fierce in online selling so a merchant will want to give himself every advantage possible of getting ahead.
4. Providing complete customer service before complaints:
If there are complete and clear customer service at the beginning of the customer’s query and customer order, then there won’t gather a lot of complaint after selling goods, and there will be no pressure after selling customer service or solving after-sell complaints of the customer. If there is pressure after selling customer service, then its service gradually decreases, which increases the number of unsatisfied customers and reduces the Sale and profits.
Amazon sellers should respond to buyer messages within 24 hours, including weekends and holidays. It is very important because if any seller does not respond to the message within 24 hours, the message will be counted as Over SLA.
When a message counts as Over SLA, it negatively affects the experience of the customer, and it hurts Amazon sellers’ account health. Be kind and helpful, and answer questions promptly, chances of avoiding problems at the beginning of the sale.
5. Customers will remember the service they got from the merchant:
Customers always mark the merchant from where they previously purchased the product whether the purchasing experience was satisfactory or not. If S/he finds that the merchant’s customer service was good and satisfactory then next time when they have to purchase they will search for that merchant’s product.
On the other hand, If the customer service experience was bad they will avoid purchasing the very next time. Treat consumers well, with kindness and honesty, and respect, and that’ll be their lasting impression of the merchant.
6. Buyers Assumption about Sellers product:
Customers tend to make quick assumptions about sellers, especially in online marketplaces though it is not fair without using or buying the products they do. They check service reviews, if they see merchants have a tone of great service reviews, one assumption they could make is that extends to everywhere else in your business: products, shipping times, prices, etc.
Consumers are greatly involved in customer service; all they need is effective, quick, to-the-point customer service. If the primary goal is to attract more buyers by providing superb customer service or doing something good, it can come with a nifty product.
Sellers with higher ratings will get more customers to sell their products because customers feel reliable to purchase goods by seeing high ratings from previous satisfied customers. So to get high ratings from customers, merchants have to provide outstanding customer service to satisfy them fully.
7. Consumers always expect positive feedback to satisfy
Shoppers need more convincing online than offline to go with a merchant, and using your excellent track record can be one of the ways of doing so. Consumers always expect positive feedback to satisfy them.
Customer service is not only just providing answers, but also it’s an important part of the promise merchant’s brand makes to its customers. So good customer service is so easy to get satisfied customers with positive reviews on Amazon.
LAST Method to Handle Difficult Customers:
Some difficult customers will be impossible to relate to, despite extensive training in abilities such as empathy and patience. That’s why the LAST method comes into play. Where,
L – Listen
A – Apologize
S – Solve
T – Thanks
Listen: Listen patiently. Listen attentively. Listen to what they have to say. Don’t be in a hurry to make excuses. Listen first. This sets the stage for turning them into raving fans later.
Apologize: Apologies for what happened. Don’t take it personally. It’s not likely something you did directly but apologize anyway. All the customer needs to hear is someone recognizing what happened and to take responsibility.
Solve: The next step is to actually solve the problem. No excuses. Listen. Apologize. Then solve the problem. This can turn a frustrated customer into a loyal one.
Thanks: Many times a customer who has a bad experience will not say anything further to us, they just won’t come back. A “thank you!” That heartfelt gratitude on our part may be all it takes to turn them from a frustrated customer to a raving fan, all because we fixed an issue correctly.
So, Understand the customer’s needs, give them priority, and provide appropriate customer service. These ways can turn un-pleased customers into satisfied ones.
Key Benefits of Customer Service:
Good customer service generates revenue. It provides clients with a seamless, integrated experience that is in line with the mission of your Amazon business. Excellent customer service will help you separate from competitors who sell similar products and services. Here are the key benefits of great customer service that help you to grow your Amazon business.
- Customer Loyalty: Loyal customers have many benefits for businesses. 91% of customers say a positive customer service experience makes them more likely to make a further purchase. Also, investing in new customers is five times more expensive than retaining existing ones.
- Increase Profits: These long-term customer relationships established through customer service can help businesses become more profitable. Businesses can grow revenues between 4% and 8% above their market when they prioritize better customer service experiences.
- Customer Recommendations: Providing good customer service can create satisfied customers, who are then more likely to recommend the business to others. This is useful, as 90% of customers are influenced by positive reviews when buying a product.
- Increase Conversion: Good customer service can help businesses turn leads into sales. 78% of customers say they have backed out of purchase due to a poor customer experience. It is, therefore, safe to assume that providing good customer service will help to increase customer confidence and in turn increase conversion.
- Improve Public Image: Customer service can help businesses to improve the public perception of the brand, which can then provide protection if there is a slip-up. Creating positive customer experiences is vital in gaining customer trust and creating a strong public image.
Wrapping Things Up:
The customer holds the power in today’s customer service environment. As a result, customer service is critical to your success on Amazon. It aids in the reduction of support expenses, the improvement of customer happiness, and the retention of customers. You’ll attract new consumers, reduce customer churn, and improve your brand’s reputation and image by providing exceptional customer service.
We hope that this article will help you a lot to understand why customer service is important and how it helps to grow your business and keep your Amazon account health healthy. Still, if you have any concerns regarding customer service or Amazon business, feel free to share them with us through the comment box. We will be more than happy to be a helping hand.
We combine the expertise, in-depth knowledge, and best practices for providing the greatest customer service for your Amazon business here at www.ecomclips.com
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