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.
We also work on Shopify, Walmart, Click Funnels and other e-commerce platforms. The list continues to grow so reach out to us for all your e-commerce customer support needs!
- 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 has standard rules they apply to most scenarios. Most seem to be managed by AI (artificial intelligence) these days. So, a “no” from them means I don’t understand- well that’s how we treat it!
Amazon can be inconsistent with the application of its own rules. We reach out to all customers who leave lowstar Seller Feedback to try and resolve their issues. If we don’t get a response, we then go through the appeals process with Amazon.