Customer Service: Responding to Reviews on Amazon

Anyone selling on Amazon knows the importance of reviews and feedback and how closely related they are to the sales and conversion rate. Even with the best description, bullets, images, and A+ content, most shoppers rely on reviews to make an informed purchase decision. No wonder so many sellers out there turn to black hat tactics to get reviews! (That’s a no-no, btw. Risking of Amazon suspending your account for a review is simply not worth it!)

Reviews provide social proof. Products that have a lot of (positive) reviews give shoppers more certainty and confidence in the products and this increases the chances of conversion rate. Not to mention, review quantity and quality directly impact Amazon’s Search Algorithm.

Moreover, they help build customers’ trust and loyalty. Even more so if you, as sellers, are genuinely interested in hearing what your customers have to say. Reviews can give insight into understanding a buyer’s needs and improving the products. And what better way to do it than to read the reviews for your products, address customers’ issues and respond to those reviews.

Use Bellavix Tips and Guide to properly address your reviews and sellers’ feedback in order to maximize the benefits reviews have.

Your Amazon Profile Name

The first thing to start with is to change your profile name and logo, especially if you’re on Seller Central. That way when you post comments, it will say that your brand’s customer service team responded.

1. Log into your account
2. Visit amazon.com
3. In the top right corner, find and click on “Your Account”
4. Find and click on “Your Profile” and rename your profile to “Your Brand Customer Service” and add the logo image

5. 

Responding to a negative Amazon reviews

Any response is better than no response. However, we at Bellavix, want to help you to provide a fantastic reply. When drafting a response to negative review or feedback, follow the steps below:

1. Don’t leave your customers waiting: do your best to respond as soon as possible.
2. Personalize your responses by addressing the customer via their name and addressing the specific issues the customer is complaining about.
3. Be professional and courteous.
4. Don’t forget to thank the customer for leaving a review or feedback. We know how hard it is to get those in the first place!
5. If applicable, apologize, and sympathize: take responsibility for the product’s issues.
6. Try to make things right: but don’t offer free replacements or refunds publicly: post a public response and then direct the customer to reach out to you via messages and resolve the issue “behind closed doors”.
7. Ask for a second chance and let your customer know that you hope this won’t prevent them from buying for you again or trying your other products.

PRO TIP: Addressing negative reviews is not just about responding to that specific customer. It’s about showing your potential new buyers that you are genuinely interested in your customers’ voices and how they feel about your products. Products can get damaged, they can be faulty, they might not fit, all these things can happen and come with each business. But how you address your customer’s complaints is what will differentiate your brand and business over others.

Admit it! When you’re making purchases for yourself and private needs, you filter out only the negative reviews too! 😉

Get in touch with the Bellavix Team if you need help with running your business on Amazon. We Grow Businesses on Amazon.

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