Frequently asked questions
- Where should we start?
It really depends on the current pressure points in your business. Do you have a flood of customer emails you need to manage? If you’re on Amazon, has your Feedback score fallen and affecting your Amazon performance stats…and of course buyer confidence. Are you having challenges with Shopify, Click Funnels or other e-com platforms that are impacting your customer satisfaction levels?
We suggest you make a list of your priorities and get in touch for a chat.
- How do you charge?
We charge a one-time setup fee and then apply a daily service charge based on your needs. Our staff have significant experience and it will surprise you how much we can get through with a real focus for 30 or 40 minutes a day.
- How do you reply to our Customer messages?
If you’re on Amazon, you give us limited access to your Seller Central account. We monitor your messages and respond using agreed base templates plus free flow commentary so we sound just like you. If you’re on another e-com platform, you set up a forward to us so we can look after your customers. We currently manage Shopify and Click Funnels client – the list is growing!
- How do send out products on our behalf?
You give us access to your inventory. As customers write in regarding any breakage on delivery or other product problems, we send out replacements as per the policy we agree when setting up your account.
- How do we know what is going on with our business?
We have a real time report you can access 24 hours per day. This enables you to see what actions we have taken in each of the areas we are managing for you. If we see something unusual or a pattern developing we will alert you of course!
- Can you improve our Feedback Score on Amazon?
Amazon have standard rules they apply to most scenario’s. We actually think most are managed by AI (artificial intelligence) these days. So, with the right questions we can bounce you out of that loop.
We have been particularly successful getting low scores improved. Amazon can be inconsistent with the application of their rules. It can take 30 – 60 days to get more complex issues resolved eg applying for bin reviews, etc.
- How do you reply to low star Amazon Product Reviews on our behalf?
Our staff reply with a personal message and sign off as “Name, Your Company” Customer Care. Sometimes the low star reviewers respond and we work with them to address their issue. Once resolved, we ask them to update their review if appropriate – never to suggest wording of course!
Where Amazon have a rule or guideline, we ensure we are a giant step away from it.
