為買(mǎi)家提供周到服務(wù) — 反饋事宜

在 Amazon.com 上為賣(mài)家創(chuàng)造放心購(gòu)物的環(huán)境，對(duì)我們而言至關(guān)重要。為了建立這種信任感，我們鼓勵(lì)并幫助我們的合作伙伴提升服務(wù)質(zhì)量，以達(dá)到買(mǎi)家一貫享受到的服務(wù)等級(jí)。

當(dāng)買(mǎi)家決定購(gòu)買(mǎi)一件商品時(shí)，他們需要其他賣(mài)家為當(dāng)前賣(mài)家的可信度背書(shū)。因此，分值較高的正面反饋可以讓買(mǎi)家放心地點(diǎn)擊“購(gòu)買(mǎi)”按鈕。

仔細(xì)檢查一下您所獲得的反饋，不管是正面還是負(fù)面，您就會(huì)發(fā)現(xiàn)大部分買(mǎi)家關(guān)心的無(wú)非有以下幾個(gè)方面：

• 配送速度快嗎？

• 商品包裝安全嗎？

• 跟蹤編號(hào)告知買(mǎi)家了嗎？

• 買(mǎi)家電郵是否得到回復(fù)，回復(fù)是否及時(shí)？

• 或退貨時(shí)簡(jiǎn)單嗎？

• 賣(mài)家的客戶代表方便聯(lián)系嗎？

• 當(dāng)然，商品本身和網(wǎng)上描述的一致嗎？

如果上述問(wèn)題的答案都是“是的”，恭喜您！

此外，我們也鼓勵(lì)賣(mài)家積極管理買(mǎi)家反饋，具體方法如下：

• 在與買(mǎi)家的所有溝通過(guò)程中征求買(mǎi)家反饋，如裝箱單。附上鏈接 http://www.amazon.com/exec/obidos/account-access-login/，并鼓勵(lì)買(mǎi)家點(diǎn)擊“給賣(mài)家”鏈接。

• 對(duì)收到的每一項(xiàng)負(fù)面評(píng)價(jià)都要調(diào)查，找到問(wèn)題的根本原因并加以解決。

• 在大部分情況下，與買(mǎi)家配合，通過(guò)協(xié)商退款、換貨或贈(zèng)送禮券，提升購(gòu)物體驗(yàn)。

• 每周監(jiān)控負(fù)面反饋，盡力維持 95% 的好評(píng)率，反饋評(píng)分盡量達(dá)到 4.5 或以上。

征集商品評(píng)論

Serving Customers Well - Feedback Matters

Building a trustworthy environment for customers to shop on Amazon.com is a very high priority with us. To build this sense of trust, we encourage and help our partners to achieve the same levels of service that Amazon customers are accustomed to.

When customers decide to buy a product, they need some assurance from other customers that the merchant is trustworthy. A high positive feedback rating provides the peace of mind that customers need to click that Buy button.

If you go through your feedback—positive or negative—you will notice that most customers care about the following:

• Was the shipping fast?

• Was the item packed well?

• Was the tracking number communicated to the customer?

• Were the customer e-mails answered, and answered promptly?

• Was it easy to cancel an order or return an item?

• Was it easy to reach the merchant's customer service representative?

• And of course, was the product as good as the way it was described on the Web site?

If you can answer 'Yes' to all these questions, you should congratulate yourself.

We also encourage our merchants to actively manage feedback by doing the following:

• Solicit feedback in all communications that go out to the customer, such as the packing slip. Include a link to http://www.amazon.com/exec/obidos/account-access-login/ and encourage customers to click the 'Leave seller feedback' link.

• Investigate every negative feedback you receive to track the root cause of that problem and then to resolve it.

• In most cases, work with the customer to make the experience better, by issuing a refund, shipping a replacement item, or even sending a complimentary gift certificate.

• Monitor the feedback every week, seeking to maintain 95% positive ratings and a score of 4.5 or higher.

Encouraging product reviews

Conversion rate for products with positive reviews on detail pages is much higher than for products that have no reviews. We encourage you to include a link to the product detail page (which the customer just purchased from you) in the shipping confirmation e-mail that requests customers to write a review for the product. You will be surprised how customers respond if you make it easy for them to leave you feedback or write reviews for your products.

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特別聲明：以上文章內(nèi)容僅代表作者本人觀點(diǎn)，不代表ESG跨境電商觀點(diǎn)或立場(chǎng)。如有關(guān)于作品內(nèi)容、版權(quán)或其它問(wèn)題請(qǐng)于作品發(fā)表后的30日內(nèi)與ESG跨境電商聯(lián)系。