Improve customer satisfaction with new Voice of the Customer features
We’ve launched two new features on the Voice of the Customer dashboard: Recommended actions and Key phrases.
The Voice of the Customer dashboard highlights products that require more attention by grouping them in “Poor” and “Very poor” health ratings. The new features offer specific suggestions on how to improve your listings and how to receive additional customer feedback.
Recommended actions have expanded from the existing options, including editing listings and removing inventory, to now include:
- Seller education content to help you understand and address product condition, expired products and general product quality issues.
- Information on Amazon’s preparation guidelines to recommend product preparation to reduce mishandling of products.
- Size chart tool to update the size chart information and reduce customer issues pertaining to fit.
- Product lifecycle support, which allows customers to learn more about your products through videos and live support to help reduce returns.
The Key phrases feature expands customer feedback from just reviews to include feedback from customer service sessions, buyer-seller messaging, seller feedback and A-to-z claims.
To view the enhanced features, go to the Voice of the Customer dashboard.
Improve customer satisfaction with new Voice of the Customer features
We’ve launched two new features on the Voice of the Customer dashboard: Recommended actions and Key phrases.
The Voice of the Customer dashboard highlights products that require more attention by grouping them in “Poor” and “Very poor” health ratings. The new features offer specific suggestions on how to improve your listings and how to receive additional customer feedback.
Recommended actions have expanded from the existing options, including editing listings and removing inventory, to now include:
- Seller education content to help you understand and address product condition, expired products and general product quality issues.
- Information on Amazon’s preparation guidelines to recommend product preparation to reduce mishandling of products.
- Size chart tool to update the size chart information and reduce customer issues pertaining to fit.
- Product lifecycle support, which allows customers to learn more about your products through videos and live support to help reduce returns.
The Key phrases feature expands customer feedback from just reviews to include feedback from customer service sessions, buyer-seller messaging, seller feedback and A-to-z claims.
To view the enhanced features, go to the Voice of the Customer dashboard.
7 replies
Seller_7xa4giJ3wJ3FU
No option for the Seller to comment makes this a complete waste of time.
All the 'very poor' and 'poor' items are all due to the Buyers not buying the correct item or not correctly using the item.
Typical Buyer attitude when they fail to read or understand the product details.
Seller_EYwnrEuoApYo5
We ran into a problem with the new Key Phrases feature. A member of our team lost his wedding ring while packing up the deliveries and we contacted several customers asking them to check to see if it might have fallen into one of their boxes. One customer replied back that saying that there was no ring.
Amazon interpreted this as "Missing Ring' from a pack of sausages that was sent out and immediately gave us a Very Poor Rating!!!
I have tried several times to get this rating removed via Seller Support and of course failed miserably.
If any Amazon moderators are reading this, I would be grateful if you could help with this.
Luckily the wedding ring was found but lesson learnt - be very careful what you write in the buyer-seller messaging!!
