Become an expert on how Amazon automates the monitoring of various performance metrics, since they influence your hit rate with the Buy Box. Metrics include order defect rate, negative feedback rate, claim rate, cancellation rate, late dispatch rate, refund rate and buyer-seller contact response time. Check them daily and act on any issues immediately.
Excel at eBay ratings
Be intimately familiar with how eBay manages performance. Understand the order defect rate calculations and understand exactly what metrics contribute to your Top Rated Seller status. Read your DSR report and act on any low or slipping detailer seller ratings. Have written returns policies and adhere to structured returns and managed returns processes.
Let your customers sell you
Try to keep your customers delighted by under-promising and then over-delivering on your promises. Treat your customers as additional salespeople for your business and invite them to leave feedback and comments on the independent review portals like Trustpilot and Feefo, since buyers will always trust the opinion of a peer over you, the seller.
Centralise your service
Offer good communications on each channel, covering telephone, email and live web chat. Standardise your responses to FAQs to stop buyers from having to contact you in the first place. Integrate your systems where possible and centralise the function for more efficiency. Use customer surveys to evolve your service according to what buyers want.
Track your performance
Use reporting and analysis to track the performance of your products and your suppliers across the regions and channels where you sell. Look for trends of disproportionally high returns and refunds, for example, among certain products. Address these early with your suppliers to improve the efficiencies in your business and your resulting profitability.
Getting great at customer service
When you’re great at customer service, you deliver an excellent buying experience in your customers’ languages and you have happy returning customers and stellar seller ratings. Volo helps companies become more efficient through the integration and automation of customer service functions with auditing and tracking. Consumer tech merchant Cheapest Electrical uses Volo to manage its customer service and has become an eBay top 3 seller.