Look closely and you’ll find out how well your customer service team is performing. It also greatly reduces the risk of products being damaged during shipping and the negative impact that damage will have on your seller metrics. When a customer pays you for a product it needs to be shipped within 2 days, that’s demanded by Amazon. Though becoming less popular with younger generations, phone support is still a top customer service channel. Here are the 10 customer service KPI metrics that matter. 1:1 Meetings Better performance-oriented 1:1 meetings anywhere. They regularly interacts with customers through non-intrusive and easy-to-use satisfaction surveys. The statistic shows U.S. user satisfaction with the customer service of Amazon as of March 2017. Amazon FBA do take responsibility for customer services, however customers can still contact the seller. If you’re sending books, DVDs, CD’s or Video Games, make sure your envelope has bubble wrap to protect the contents. The percentage of messages responded to within 24 hours, the percentage of message with a response time of more than 24 hours, the number of messages without a response and the average response time are all included in the calculation of Contact Response Time. A green tick indicates no unread notices; a yellow exclamation mark indicates unread policy or performance notices; and a red X indicates critical unread notices that must be addressed immediately to avoid further action against your account. Monitoring Amazon SNS with CloudWatch. Customers expect companies to deliver exceptional customer support, and they’re willing to pay a premium for it too. If a customer messages you after a sale you still need to reply quickly, after care of a customer is extremely important. Ticket volume. Amazon require you to respond to all customer messages within 24 hours 7 days a week. An order incurring negative feedback, an A-to-Z Guarantee claim or a credit card chargeback is considered as having a defect. First response time. The cancellation rate is the number of orders cancelled by the seller prior to dispatch confirmation, divided by the total number of orders for a specific time period. That being said, the condition of the product the customer receives is something of a grey area. And make sure that for every product you plan on selling you already have packaging ready. Using the Fulfilment By Amazon (FBA) service is a great way for Amazon sellers to expand their business while looking after their customer metrics. It’s also worth mentioning that with Amazon handling the logistics, your product(s) will never be shipped late ensuring that the ‘Late Dispatch Rate’ will stay at 0%. Outperforming the targets will offer a better chance of maintaining a more competitive business. They always return when the like a product or service and are satisfied with the offered performance and customer service. This is a key indicator of inventory management; products ordered must be in stock and available to send. Number of knowledge base articles. Callers get 24/7 support and are almost never put on hold. If Amazon isn’t notified within 2 days that a product’s been shipped, the Late Dispatch Rate will begin to pass the 4% mark, and have a negative impact on your seller rating. Late Shipment Rate Keep your customers up to date and improve customer service with automatic emails that you can customise for each marketplace you sell on. Track trends over time to see how product or support changes increase or decrease this number. If Amazon ships an FBA seller’s product to a customer and it’s damaged, Amazon collects the product and decides whose fault this is: the sellers or theirs. Amazon Simple Queue Service. 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