In the present age, CRM Tools are very much needed to make customers happy in the e-Commerce business. There must be some platform to describe the experience of the purchase. In early days this happened via mouth to mouth.
Nowadays online reviews, ratings and feedback is an important aspect of any business. An online feedback management system helps to understand the customer experience at all levels. When making a purchase, lots of customer questions must be answered. Later, at the time of placing an order, packing and shipping customer must be aware of the process. Once the item is delivered, it is important to capture the feedback of the overall process and importantly the review of the product.
Buyer decides to buy or not to buy the product by a review ultimately. Customers will judge the product based on the feedback given by other buyers. So, for any Amazon seller getting the reviews from every customer purchases is very important. Not, just review but a positive one. Responding to negative reviews is important else there will be a significant effect on the overall sales. Each feedback is an important stepping stone for sellers. Amazon sellers generally sale more than one items across the globe. 24 x 7 customers will be dropping question, feedback and reviews. Hence to manage the whole customer relationship one must use the efficient software or outsource the whole Customer Relationship Management (CRM) to a third party.
Amazon CRM
In Amazon, customer feedback has a strict policy. The seller cannot ask for the only positive review or can’t give incentives or discounts. Other than this, amazon will let buyers from opting out of unwanted messages or email from sellers. Only critical messages like an issue with delivery or change in order details can only be texted. Using this platform for any other purpose by the seller to promote their product, amazon might suspend the seller account. This will make each review more valuable in the platform. Having more feedback build trust and increases sales. Reviews play a critical role in winning the buy box and search rank.
CRM tools help in managing reviews very efficiently and whenever customers place an order, CRM will start taking control and send automated messages.
Let’s discuss some of the features offered by CRM Tools;
Save time by automation
1) Sellers use CRM tools to save time. The tools nowadays offer templates according to their needs. When the customer places an order, the software will automatically insert names and product link which eliminates the manual work and save time. Templates should be intact with the policy of the respective marketplace. The tools will take care of policy matters.
The entire sequence of the online shopping updates can be scheduled and send one after another. Each sequence can be customised as well. Sellers can opt for send message only when the item is delivered or at each step. Some of the tools coupled with Artificial Intelligence and Data analytics will automatically deploy the necessary action along the business suggestion to make sales decision ease. AI will analyse the customer feedback emotion and help to converse negative emotion to a positive one. Any negative comment, feedback or rating will be addressed quickly.
Manage multiple market places
2) Selling in several marketplaces, channels managing inventory, and customer service is not an easy task. Customers from eBay will be asking some query’s, and a completely different one in Amazon. Right tools will help sellers to handle the customers from all channels. Choose the tool which offers customer relationship management with multiple platforms. Correct templates with marketplace policy are necessary for the software. Some of the popular CRM are Freshdesk, Xsellco, HubSpot etc. Inventory size and the marketplace is a primary factor to choose CRM Tools. This will reduce the cost of the software.
Outsourcing Customer Support
Another most popular method is outsourcing customer support. There is a misconception that if you are selling overseas, customer support is must locally. Which is incorrect, and sellers can give customer support from anywhere. But having a local setup helps in doing business ease. The local language is an important factor one must consider while outsourcing. The outsourcing companies must have sound knowledge of eCommerce market, Product you are selling and the well-experienced workforce with expertise in modern tools. There must be a proper channel to transfer the issue if things get complex to the seller itself.
At last, the feedback management system is the backbone of any business. One must equip the proper software and tools to manage customers efficiently. Good feedback will improve the search rank and hence overall sales.
