The customer is God!
Customer service should be given top priority in any business to win and retain loyal customers. A good customer support system is the ladder to successful selling on Amazon or any other marketplace. This is one area that you can never overlook as it can have a negative impact on your account status if you get a seller rating of three or below more than once. Apart from putting the account at risk, you can never really grow if you spend all your time answering thousands of customer service emails. So what is the solution? Outsource your Amazon customer service to us and focus on the bigger picture.
Yes, it is exhausting and time-consuming and it has its own risks in identifying and outsourcing customer service to someone else. There is nobody other than you who knows your products better but if you have a process in place, you can reap all you want from outsourcing.
Here are some guidelines on how to find the right person and get them on board:
1. Hire a Trained Amazon Customer Service Person
When you are trying to outsource a job, you need to be smart in identifying the right person who needs minimal training and can get onboard instantly. The best way is to look out for someone who already has hands-on experience in Amazon customer service. Amazon, being the biggest online marketplace, has stringent customer service policies and it takes some time and practice for anyone to understand and cope with its high standards. Hire a well-experienced Amazon CS representative who would get on to the job right away with the least training.
Other than the knowledge of Amazon, a good customer service person should have a great personality with good communication skills and should know telephone and email etiquette. Interviewing the person in real-time before hiring them will tell you a bit about them with regard to how friendly and respectful they are while talking to another person.
2. Set Up Your Own Process
For an effective customer service system, you need to have a process in place. Not all customers are the same. You know your product niche and target audience better than the Virtual Assistant that you hire. If you have prior experience in handling customer queries and if you have an understanding of what kind of problems customers face, you can document a Standard Operating Procedure for the new hire to help him/ her learn your requirement before getting on to the job.
Onboarding the new hire is an essential phase and it is the process of walking the new person through your company’s policies, work culture, and processes. If the person is working from the office or a remote location, onboarding helps the new hire get accustomed to the environment and with other fellow workers so he can get integrated quickly.
4. Setup a Friendly Environment
Once you onboard the new hire and explain the standard operating procedure, it is important for you to review the work done by the new hire from time to time, especially in the initial days. The technical Amazon customer care is always going to be the same. However, your business model might change, and the new person should get on with the flow. It is good to have a weekly meeting to discuss how things are going and being open to any conversation will make the person feel good and work better. Before you know it, the worker will run in an independent capacity with very minimal help/ intervention from your end. This saves you a lot of time and energy to focus on other important aspects of your business.
If you like the idea of outsourcing from the tremendously large pool of talent out there, get in touch with us. BIE will help you choose a well-trained Amazon customer service representative for just $6/ hour.
If you need professional help with your Amazon store management, get in touch with us.
BIE is a Vancouver, British Columbia-based agency providing human resources to manage all things Amazon.