Outsource Amazon Customer Service with Confidence

  • 24-hour Customer Response Time
  • Empathetic, Resolution-focused Approach
  • Negative Review Management
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Amazon Customer Service Management that Drives Ecommerce Growth

Achieving marketplace performance excellence is about providing buyers with unforgettable experience. Happier buyers are more likely to make repeat purchases and recommend a brand. However, engaging Amazon customers and driving brand loyalty is an even bigger challenge due to the intense competition and Amazon’s pricing wars. A big differentiator can be the exceptional customer service that you offer. Awesome, not average, customer service standards mean effective branding without the need to constantly spend on Amazon advertising. Brands with superior customer engagement service stands to earn better reviews, boosting their spot in the search results apart from influencing selling opportunities, such as chances of winning the Buy Box. Our Amazon customer service management service have been designed around the contemporary shopper—a demographic that is spoilt for chances and does not swear by brand loyalty. Our Amazon customer support team ensures real-time answers and satisfactory redressal to keep away negative reviews and build a brand associated with trust.

Outsource Amazon Customer Support to a Growth Partner

  • Product page queries: respond to inquiries about product features or highlights
  • Post-purchase support: share documents like usage or servicing manuals after product delivery
  • Language support: use online translation tools to answer customer queries in non-English languages
  • Listing-level feedback: identify product listings repeatedly causing poor ratings or higher Order Defect Rates [ODR]
  • Virtual Assistants: option of hiring our Amazon virtual assistant for customer support and multi-task Amazon account management tasks
  • Compliance assurance: using standard Amazon returns & refunds policies to ensure marketplace-level compliance
  • Fast Processing: helping to speed up return and refund approvals to avoid negative reviews
  • Business insights: analyzing product categories that commonly incur high return rates or bring down seller, delivery ratings
  • Marketplace monitoring: keep track of changes in marketplace order fulfillment or order processing regulations
  • Messaging system: take control of Amazon buyer-seller messaging functionality, ensure closure for every complaint
  • Preemptive approach: closely track product categories or products with a history of poor customer ratings
  • Mitigate damage: carefully respond to negative reviews within 24 hours to uphold the brand’s image, soften the impact
  • Push for positive: manage post-purchase, review-seeking emails to encourage newer, better reviews to show upfront
  • Report the cause: compile reasons of negative reviews – inaccurate product data, misleading listing images, or bad product-usage experience
  • Customer updates: proactive customer communication for order processing updates or shipping delays
  • Avoiding penalization: coordinate with our Amazon account management resources to avoid charges like LSR [late shipment rates] for seller-fulfilled FBM orders
  • Introspect: identify order fulfillment delay patterns - due to third-party shipping [3PL], FBM, or FBA performance issues

Curious about what all is included in Amazon customer service outsourcing? Speak with an Ecommerce Expert today!

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Why do global businesses want to outsource Amazon customer service to us?

Our ecommerce account management team continues to expand, their growth propelled by more brands trusting our Amazon customer service management skills.

Unparalleled experience

thanks to 500+ ecommerce experts, including ChannelAdvisor, Sellercloud, eBay & Walmart account management experts in our team, we can manage customer service across multiple channels & marketplaces. This multi-dimensional experience has taught us the best practices for contemporary ecommerce customer support.

Unparalleled experience

Grooming database

our Amazon customer service team is great at maintaining records of interactions that serve as critical analytical data. Instances of order fulfillment failures, marketplace-level disputes, brand-related conflicts, and recurring instances of negative reviews are systematically collated to create learning opportunities.

Grooming database

Best response times

despite working in different time zones, we maintain 24/7 support as a service standard. This translates into quicker resolution, and responding quickly is the key to preventing negative reviews and keeping up with Amazon’s customer service expectations.

Best response times

Product-level education

Amazon customer support should be well prepared to answer questions about the usability or features of a product. Sharing the wrong information can create misplaced expectations and grounds for returns and refunds. Our Amazon customer service team invests time in understanding the product, its category, and the industry.

Product-level education

Empathetic approach

our Amazon customer service representatives have been trained to create pleasant experiences even when a client is clearly unhappy. This helps to control a situation that can otherwise quickly escalate into poor seller ratings. Our team uses patience and skill to be friendly & helpful, ready to acknowledge a genuine mistake and offer a solution to an unhappy customer.

Empathetic approach

  • Unparalleled experience

    thanks to 500+ ecommerce experts, including ChannelAdvisor, Sellercloud, eBay & Walmart account management experts in our team, we can manage customer service across multiple channels & marketplaces. This multi-dimensional experience has taught us the best practices for contemporary ecommerce customer support.

  • Grooming database

    our Amazon customer service team is great at maintaining records of interactions that serve as critical analytical data. Instances of order fulfillment failures, marketplace-level disputes, brand-related conflicts, and recurring instances of negative reviews are systematically collated to create learning opportunities.

  • Best response times

    despite working in different time zones, we maintain 24/7 support as a service standard. This translates into quicker resolution, and responding quickly is the key to preventing negative reviews and keeping up with Amazon’s customer service expectations.

  • Product-level education

    Amazon customer support should be well prepared to answer questions about the usability or features of a product. Sharing the wrong information can create misplaced expectations and grounds for returns and refunds. Our Amazon customer service team invests time in understanding the product, its category, and the industry.

  • Empathetic approach

    our Amazon customer service representatives have been trained to create pleasant experiences even when a client is clearly unhappy. This helps to control a situation that can otherwise quickly escalate into poor seller ratings. Our team uses patience and skill to be friendly & helpful, ready to acknowledge a genuine mistake and offer a solution to an unhappy customer.

Workflow of an Outsourced Amazon Customer Service Project

Show of Interest

Show of Interest

Just CLICK HERE to share some basic details – this is the first point of contact. Your business details will be shared with our Amazon customer service management team. By showing your interest, you help us create a structured project. We will request your Amazon account information, and rest assured your ecommerce data will be kept secure.

Account-level Audit

Account-level Audit

Using your log-in credentials, we analyze every aspect of your Amazon account activity, screening for all instances that include customer-level or Amazon seller support team communication. Recent emails and messages are checked for clarity of communication, tonality, turnaround time, and the ability to offer closure without allowing a problem to turn into a conflict.

Compiling Report

Compiling Report

We submit a detailed report – the outcomes of the audit are emailed. We highlight things that look healthy, customer support activities that are short of marketplace standards, and unresolved disputes that could have been handled better. We also suggest a course of action to turn things around, emphasizing corrections needed right away and some longer-term optimization.

Defining the Project

Defining the Project

We introduce you to a Project Manager [PM]. Invariably, this resource is an ecommerce expert with proven expertise in providing Amazon customer support services. The PM will explain the project, including the weekly reporting structure and clearly defined objectives. Any additional requests, like an Amazon copywriter, Amazon PPC ad specialist, or image editor, can be factored in to ensure specialists are available without any downtime.

Deliveries & Feedback

Deliveries & Feedback

A few days after starting the project, we converge on a call to get your first impressions about our performance up front. You can feel assured about getting details about the work done so far, including tickets raised by Amazon’s vendor support team and certain aspects of your Amazon business that could be improved to prevent unhappy buying experiences. Your feedback is very important as it helps us to align better with your expectations.

Do you want to outsource Amazon email support services?

Speak with an Ecommerce Expert today!

Hear It From Our Customers

Our Amazon stores were a mess when your team took over and now, after nearly 6 months, we are among the preferred brands constantly grabbing attention across Amazon. The level of commitment from your team members and the project manager makes your services stand out. We are confident of outsourcing all of our ecommerce operations and expanding our VA – Virtual Assistant team, as we explore more online marketplaces with you.

Agnus Rahila

CEO, Mexican Brand | Baby Gifting Novelties

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Gardening lifestyle products are vulnerable with a mix of low & high seasons and shifting preferences among hobbyists and serious gardeners. Our dynamic pricing was just failing to keep up with repricing trends across sales channels and marketplaces. But your team has shown the way – tracking marketplaces and making updates in real time, perfect to drive conversions despite the increasing competition – just amazed at what you are doing.

Daniel Mateo

Owner - Spanish Manufacturer/Supplier | Gardening Supplies

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Declining sales despite a great product at an irresistible price – our Amazon story was going wrong despite doing everything right. Your team showed us why we were not competing enough. Your product display page designers crafted banners and lifestyle images that continue to bring in more clicks. Your spinning view, 3D renders were a surprising game-changer for us.

Simona Jules

Lead - Product Designing | Men’s Athletic Footwear

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Amazon Customer Service Management: FAQs

When you outsource Amazon customer support to our team, we function at two levels to ensure you can keep your shoppers happier, more likely to make repeat purchases, and recommend your brand to a similar demographic. First, we function as your Amazon customer care team, handling queries coming in from buyers, including first-time shoppers exploring your inventory options. Addressing these inquiries is crucial to transforming page visits into actual sales. The second aspect of Amazon customer care service is the post-purchase phase, which includes managing returns and post-purchase complaints. Put together, when you outsource Amazon customer support to our team, you get expertise in keeping potential customers and actual buyers happier, drastically reducing the chances of negative reviews, returns, refunds, or poor seller ratings. We also offer the option of hiring dedicated Amazon virtual assistants [VAs] for customer support. Similarly, you can outsource Amazon Live chat support to our VAs who have been trained in textual communication, including written etiquette, and posses the requisite product knowledge.

Yes, it can! Many retailers employing our Amazon customer service management service have stated that our ability to interact with complaining customers in real-time has substantially brought down the incidence of negative reviews that otherwise lead to poor Amazon ratings and escalated complaints. Proactive customer interaction helps to placate a buyer who is most likely to raise a complaint or leave a product page-level negative review. By addressing the concern in real time, our team can save the day. Using courteous language and a more-than-basic understanding of the product, they diffuse negative reviews in-the-making—a big reason why international sellers choose to outsource Amazon customer service projects to our team.

Our Amazon customer service management service operates at multiple levels, including Vendor and Seller Central, as well as Fulfilled by Amazon (FBA) and Fulfilled by Merchant (FBM) options. Our team is fully equipped to handle issues related to both fulfillment methods. They work tirelessly to address concerns about order processing, product conditions upon delivery, product usage problems, returns, and refunds, all while working to reduce negative reviews.

Yes, we can! Amazon prioritizes buyers, so be prepared for negative reviews that may seem unfair. However, Amazon does not remove such reviews immediately; there is a process to follow. Our Amazon customer support service providers handle all instances of negative feedback, working in coordination with Amazon account management experts. If a review violates marketplace policy (often due to inappropriate language), we can submit a request for its removal to Amazon's seller support team, although this may take time. Likewise, we can challenge a negative review if it is based on product features or user expectations that aren't clearly stated in the product listing or the packaging details.

Absolutely! As your Amazon customer support services provider, we track all interactions to provide insights into your operations. For instance, if customers frequently complain about shipping delays despite your FBA status, we will address this with Amazon’s FBA seller support team. However, increasing post-purchase complaints from buyers indicate an issue with the product’s quality, the product listing itself, or misleading product images. We present these insights in reports, which you can analyze with our Amazon Consultants or account management experts.

There is a project onboarding phase in every project where we introduce our Amazon customer service to the business owner. This is your chance to share product manuals, briefs, presentations, and any other helpful information that can come in handy to sound well-informed about the product. If there are new features or updates, we can arrange small training sessions for our resources to ensure they have the knowledge needed to assist effectively.

While we understand your hesitation about an account-level audit upfront, we insist on the same for your advantage. This is more than just a cursory audit. Our Amazon customer support services invest real efforts in understanding the current scope of your ecommerce store, especially interactions with customers and cases that appeal to Amazon’s seller support team. This analysis paves the way to uncover the challenges you have been facing, things that need to be corrected right away, and some areas to improve in the near term to raise the overall customer service standards. Therefore, we request your patience and support to allow a comprehensively conducted audit upfront. As a global Amazon customer support services provider, we ensure data privacy throughout the account audit.