New Contact Customer feature for brand owners


#1

Great brand owners provide exceptional customer service, especially in situations where the customer is unhappy or disappointed. We’re excited to launch a new communication tool that gives you the ability to contact customers after they leave a 1, 2, or 3-star product review. Now, you can choose what level of support you want to offer your customers by either offering a full refund or requesting additional information on their orders to help resolve their issues.

As a brand owner, you can access this new tool by going to Seller Central and clicking Customer Reviews under the Brands tab. You can view all reviews that have been left on any of your products, and filter by star rating or brand. The new Contact Customer feature is enabled for qualifying critical product reviews.

Note that sellers aren’t allowed to ask for a customer’s personal information, including email or phone number, and customers aren’t expected to change their reviews due to this outreach or any potential resolution.

For more information on the feature, go to Contact Customer.


#2

“customers aren’t expected to change their reviews due to this outreach or any potential resolution.”

Oh, so its pointless. Sounds about right for a new Amazon feature.


#3

Yup.


#4

Not really. Based on my personal experience, when you just offer customer full refund or replacement. Not only that they update their review but they also leave a seller feedback.
So pretty effective in 70% of cases


#5

Sure Jack.


#6

Aren’t you just a ray of sunshine?


#7

C’mon man. 90% of customers don’t get the normal Amazon messages we send them. Let alone the % of customers who can navigate well enough to change/update/remove feedback. Somehow this guy says it works 70% of the time. I call BS. Prove me wrong.


#8

Amazon forgot to mention the part that a large percentage of customers opt out of communications. For the 10 reviews we’ve tried this with, 4 hadn’t opted out. Out of those 4, 1 responded. So this isn’t the game changer you may think it is.


#9

Well according to some, they have a 70% success rate. Somebody here is not correct…


#10

always-with-the-negative-waves-moriarty-always-with-the-negative-waves


#11

Respect


#12

This program will be abused by sellers lacking any self esteem or those with ego issues, and it will be removed.
Letting sellers discuss reviews with buyers will not end well in most cases.
This also creates another avenue for garbage sellers to cover for selling trash, and it will be another tool for shady buyers to extract refunds from sellers who don’t have a spine.


#13

Dear Amazon,

This feature is awesome, for the most part my product gets good reviews, but every once in a while I see a review that just screams that there was some sort of defect in the unit the user got individually and not an over all product flaw. This finally allows me to at least try to reach out in some way to try to help that customer, in most cases I’d be more than happy to send a replacement if it means my customer gets a better experience, finally I have that chance, this is awesome!


#14

FINALLY!

Very excited Amazon is making it easier to provide good customer service.


#15

Seems like a feature that will just be abused. Best is to move toward just eliminating reviews entirely.


#16

Its hilarious because when you try to contact the customer you cannot even send a customized message. Just Amazon gobbledygook template that the customer wont see or bother to respond to.


#17

Perhaps they mean:
“customers aren’t expected to change their reviews due to this outreach or any potential resolution” (although that would be supercool and is indeed the hope of this option) so don’t be a **** and harass the customer repeatedly or get mad and complain if they don’t make a change.
:thinking:


#18

Yeah i’m sure that’s correct. I just have zero faith that this program will do anything.

For those that care I am going through my reviews right now and sending out the Amazon template. I will try to do this for 100 reviews. I will update with the results.


#19

:clap: #science #data #facts
I hope other Sellers will join you in doing the same!

One might wonder why Amazon doesn’t seem interested in sharing these same findings, which I’m certain that they collect and track.


#21

Ok,
Lets say you sell Netgear routers. A customer buys one, then leaves a one star review. Does that allow Netgear to contact the customer and give a full refund from your funds?