The Amazon buyer-seller messaging system got an upgrade. If you’ve recently visited the buyer-seller messaging page in Seller Central, you might have seen the alert pointing out the new features within the page. These changes greatly enhance user experience and assists with organization!
What is Buyer-Seller Messaging in Seller Central?
Buyer-seller messaging is the only approved contact method for communicating with Amazon customers. Sellers on Amazon have 24 hours to respond to each customer inquiry received via the buyer-seller messaging platform. It’s important to keep a close eye on your customer messages and respond as quickly as possible to keep your customers satisfied and confident in their buying journey. Find your buyer-seller messages in Seller Central by clicking on the envelope icon in the top right corner.
How Has Amazon's Buyer-Seller Messaging Recently Changed?
Amazon has recently upgraded the buyer-seller messaging page by adding some helpful features and ways to more efficiently sort through your customer inquiries! Sellers can now access messages from all marketplaces in one place instead of switching between countries. Rather than having to keep track of the status of a resolution on your end, Amazon now keeps track of message status – allowing you to sort between open, resolved and inquiries still requiring a response. On top of this, you can also filter between case status, date range, topic, and marketplace.
Tracking Your Customer Service Metrics on Amazon:
Currently, there are two ways to get customer service metrics within Seller Central. The Customer Service dashboard beta allows you to get insight into 3 metrics:
- Customer Service Rating
- Average Response Time
- First Contact Resolution Rate
More recently, Amazon launched additional customer service insights directly onto the feedback manager page. Because there is some overlap within the reported metrics, it’s reasonable to assume that these newly launched metrics will eventually replace the above-mentioned beta. These insights include:
- Preventable Contact Rate
- Average Response Time
- Buyer Dissatisfaction Rate
It’s a good idea to track your Amazon customer service metrics over time to get an idea of how you perform historically, allowing you to shift efforts where needed to ensure you’re within standards.
If you're a client looking for more information, contact your account team! If you’re interested in learning more about how Blue Wheel can aid in your brand efforts in online marketplaces, schedule a consultation with our team, we would love to hear from you.
Julia Asburry is the Senior Marketplace Support Analyst at Blue Wheel, where she plays a vital role in enhancing Account Health and Customer Service management. Her work empowers our clients to not just sustain, but truly thrive in the eCommerce landscape. With over half a decade of diverse experience in the industry, she wears many hats within the organization, bringing a wealth of expertise that propels us forward and helps set us apart.
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