No matter what stage you’re at with your business, all the pros know that there’s always a little room for improvement. And that’s especially true when it comes to your customer service. If you want to be a successful Amazon FBA seller, one of the best ways to stand out from your competition is to provide a consistently positive customer experience.
Not only will great customer service help your Amazon store get good reviews, but it will increase your odds of winning the Boy Box as well as help boost your brand awareness in the e-commerce space.
How Can You Calculate Good Customer Experience in E-Commerce?
If you want to know how to improve your customer experience, you first need to know how to measure it.
Amazon retailers (also known as third-party sellers) are expected to follow a number of company standards for customer service, such as:
- 30-day return policy
- 24-hour response time (at least)
- all return requests handled within 48 hours
Following these basic guidelines from Amazon is the best way to start the journey of accelerating your customer experience.
All FBA sellers can head to their Seller Central account and calculate their customer service metrics to see where they stand (and to gauge if there’s room for improvement!)
While you’re checking out Seller Central, don’t forget to look at your Amazon product reviews. How do you know if your customers are satisfied if you don’t take the time to read their reviews? This is by far the most direct way to see where your Amazon store and brand rank in the mix.
Every week or so, plan for some time in your seller schedule to read up on what your customers are saying about your product(s) and note any consistent positive or negative points that come up in the reviews.
Another important thing to note is to make sure that your customer service tactics don’t break any of Amazon’s Selling Policies. You can see the Seller code of conduct page and brush up on the latest guidelines for Amazon FBA sellers. All of your product listings must follow the policies or else you’ll risk suspension of your Amazon account.
Once you’ve taken care of the basics and you are in good standing with Amazon, it’s time to take your customer experience to the next level. Here are five surefire ways to up your customer service game as an Amazon FBA seller.
5 Ways To Provide a Positive Customer Experience On Amazon
The first step to accelerating your brand growth is to keep your customers happy and coming back for more. Want to excel in the Amazon e-commerce space? You can start by applying these simple tactics to your seller strategy.
1. Stay on top of your inventory management
The consequences of subpar inventory management are often overlooked by a number of Amazon sellers. Not only will being out of stock directly affect your seller rating, but it will also create an easy drop-in of your overall customer experience. Nothing will put off a customer (especially a new customer) more than wanting to purchase an item that’s suddenly out of stock.
If you want to up your customer service game, it’s vital to monitor your inventory levels so that you limit the risk of a stockout. This is especially true when you offer a sale on your Amazon product page or during the busiest buying times of the year.
One recommendation we have is to find out your total sales of a certain product during the Black Friday/Cyber Monday long weekend and make sure you have at least the same amount of stock available in your inventory for the following year.
2. Optimize your product listings
Seems pretty simple, right? Amazon sellers need to keep their product listings fresh, optimized, and user-friendly if they want more clicks to their page and profits funneled to their business.
The importance of product optimization applies to just about every aspect of being a successful Amazon seller. While practically every post about FBA seller tips will tell you to optimize your product listings constantly, it is paramount to upping your customer service game.
For starters, product optimization is so complex because of all the elements involved: the perfect images, videos, keywords in the titles and product descriptions and so much more. It’s vital that your product images are high-quality so that your customers can get the best view of the product.
Another critical point is to always check the user experience in desktop view as well as mobile because more customers are browsing and buying on Amazon mobile.
3. Add value to your customer experience
It’s all in the details, as they say.
Not only do you want to give your customers an easy-breezy user experience, but you also want to give them a bit of a “wow” factor to keep them returning to your Amazon store.
Ernesto Reza, CEO of Mayan.co, has had years of experience helping entrepreneurs up their game on Amazon and thrive in the e-commerce space. One of his expert selling tips that he shared with us on a recent podcast episode at Sellernomics is how to add value to your customer experience.
When a customer receives their product and they open up the box, Ernesto emphasizes that you can give them a “premium feel” by adding a small free item to the purchase that’s related to the product you’re selling. It doesn’t have to be a big item but adding that little something extra is a great way to gain customer confidence. And you don’t have to be selling the hottest new product to add value to your customer experience.
Let’s say your main product listing is a spatula. Even though it might prove to be a struggle to stand out on Amazon with that product, you can add a free eBook with recipes that will show your customers the best ways to use the spatula.
Or, take things to the next level and create a partnership with a food delivery service so that you can offer your customers a free meal. Make your “something extra” on brand and your new customers will be more likely to return to your Amazon store to make another purchase.
This leads us to our next point about the importance of knowing your brand.
4. Know your brand (and don’t be afraid to tell its story)
Know your brand so that your customers can better know you. Each business can bring something new to the table, and your brand on Amazon is no different.
So once you find your niche, use that to improve your overall customer experience. Going back to the spatula example – you don’t need to sell the latest trending product to set yourself apart as a unique brand.
In 2022, the average American customer places value on a brand’s story. You can let your brand tell its story through the add-ons you may offer with the purchase (just make sure you follow Amazon’s seller guidelines – don’t offer a coupon in exchange for a positive customer review, for instance).
As an Amazon FBA seller, you can even add value by optimizing your product listings and using the right target keywords. If your products are for a more eco-conscious consumer, then make sure you mention that somewhere in your product titles and descriptions. If your company gives back to a cause, make sure it’s one that’s in line with your brand’s values.
There’s so much brand storytelling that you can do to keep your customers captivated.
5. Monitor your Amazon Seller rating (and make sure it stays high!)
Our last (but not least) customer experience tip here is to monitor your Amazon Seller rating. Consumers always keep an eye on the rating of a business, whether it’s for booking a hotel, finding the best nearby restaurant, or shopping online.
A seller’s star rating, as well as reviews, are some of the first things that Amazon shoppers will look at before making a purchase. A high seller rating will keep your brand value up to where you want it to be.
Are you looking to take your business to the next level? Learn how Mayan.co can help you scale your Amazon business by driving traffic to your product listings.
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