24th July 2020, Hyderabad: SellerLift (www.sellerlift.com) is a powerful Amazon Feedback tool that permits an Amazon seller to automate how it interacts with customers after every sale. It provides the useful feature of Amazon review management.

Ever since its launch in 2017, SellerLift has helped thousands of Amazon sellers to create long enduring business relationships with customers. Such relationships have translated into higher returns, more sales, more positive reviews from customers and good feedback.

The company also works with Amazon sellers to enhance their presence on the platform, both organically and through advertisement. SellerLift also provides product photography, page creation, trademark registration and branding services to Amazon sellers all around the world.

As per a 2016 study by UK based firm, Bright Local, 79% of online shoppers felt that online reviews are trustworthy, amounting to a recommendation from a friend. 91% of respondents first read online reviews and made use of it as a major deciding factor, before making an online purchase. Thus, each and every Amazon customer feedback you gain, counts a lot.

There are 2 kinds of Amazon customer feedback, ‘product’ and ‘seller’ feedback. Seller feedback relates to how well you have fared as a seller and the product feedback reflects on the quality of your product.
Of these, seller feedback is particularly important for businesses. This is because there will always be customers who will never be satisfied with what you sold them, no matter how accurately you described the product. On the other hand, you can control impression left on a customer.

Amazon rates its seller feedback on a scale of 1 to 5 stars. The star 1 is the lowest and indicates customers to stay away from the product while star 5 is the highest, placing the Amazon store on the ‘reliable list’ of several Amazon buyers. So, for maintaining a high degree of trust in the eyes of Amazon buyers, your feedback rating must not fall below 95%.

For some companies, a feedback of less than 4 from Amazon customers may not be a huge problem. But if you desire to keep up the rating of your products, anything less than 4 on ratings must be regarded as mediocre and a negative feedback for your business and its products.

If you are an Amazon seller, you need to consider that every review and removal of negative ones can have a tremendous impact on your potential to land a sale and maintain a high feedback rating.
It is a no-brainer that as a customer you would not buy a product that has been rated as mediocre. So, most customers will steer clear of products with ratings of 3 and below.

For handling such a situation, you must assure customers about the high quality of your products as well as accuracy of its textual and pictorial description. This enhances expectations of potential customers. At the same time, do not set too high expectations as this might lead to disappointment. Setting it too low might deter them from buying from you.

With regard to gaining positive feedback, it boils down to a single issue- that of offering matchless customer service. This factor which counts in the real world is also very true, online. Within the Amazon eco-system, customers are known to leave positive feedback when their expectations are met. So, every seller must strive to meet expectations of customers or even surpass them.

There are 3 aspects to keep in mind:
• Ensure products are shipped on time, even earlier.
• Humanize the encounter with your customers by not sending template e-mail messages. The more personal is the interaction, better will be the relationship between you and your customer.
• Reply instantly to any queries from customers or even within 24 hours. If this is not possible, enlist the service of third party auto-responders.
One effective way used by some Amazon sellers to enhance customer experience on Amazon is to include a simple handwritten thank you note along with every package they sent out. This is a way to communicate that you appreciate your customers. This is also a simple way to build a long-lasting relationship between buyers and sellers.

Take note that though Amazon encourages sellers to seek feedback from customers, it is against its Terms of Service (TOS) to offer incentives and gifts in return for positive feedback. Therefore, when you seek feedback from customers, method and timings are crucial factors. It is also good to be discrete. Place yourself in the view point of the buyer and behave accordingly.

Honestly speaking, there is no way to avoid getting a negative feedback on the Amazon platform. If not now, you will eventually get one, no matter how much hard work you put into customer service. But thankfully, there are ways to deal with them.

The first task is to ascertain if the feedback is against the guidelines set by Amazon. If so, you can request Amazon to remove it permanently.

Next, you must check for some aspects: whether feedback has personal identification information; whether feedback is a product review, whether feedback refers to satisfaction of an order Fulfilled by Amazon ( FBA). In case, negative feedback falls under any of these 3 categories, you can alert Amazon for informing about violation.

Negative feedback can be minimized also by other ways: offer superlative customer and after sales service; ship packages via professional couriers; provide honest product descriptions; include clear photos of items with accurate size details; respond to queries of all customers as soon as possible; if not possible, use service of third party auto-responder to acknowledge receipt of query; queries must be responded to within 24 hours.
Sellers who make it a habit to communicate and set a relationship with their clients get a superior feedback. So, sellers must make time to use amazon seller analytics software, send e-mails to customers and remind them that you are ready to address any issues that will arise.

ABOUT THE COMPANY: SellerLift (www.sellerlift.com) is a powerful tool which helps sellers on Amazon tracks their customer feedback. It has been used since 2017, to help businesses build long lasting relationships with customers.