Great Customer Service is the heart of any successful business model. Selling online would be a nightmare for everyone involved if customers couldn’t reach Sellers (and vice versa)! Medium to High volume selling accounts need a dedicated Customer Service team to handle all the customer inquiries. With the New Buyer/Seller Messaging Beta, it’s easier to efficiently work through inquiries.
New Buyer/Seller Message Beta:
Compared to the current version, the beta’s layout is visually similar, but the page provides more information directly within the Inbox than ever before. With the New Buyer/Seller Message Beta, you can easily view or access the following:
- Buyer Messages (response needed and resolved)
- Access Messaging Templates
- Search Messages by Order ID
- Apply Topic and Date Range Filters
- Access Messaging Settings
- Customer Service Dashboard link
- Messaging Policies link
- Messaging Metrics link
- Buyer-Seller Messages FAQ
- Link to Join Customer Service by Amazon (CSBA)
We suspect this could be Amazon's attempt to compete with 3rd Customer email software providers with this new, all-encompassing messaging beta. We can also guess, based on how it has worked in the past – that eventually, Amazon will force discontinue the current version eventually and roll out the newer version. If you need time to adjust, we recommend starting to get acclimated now!
Keeping Your Customer Service Metrics Complaint:
The Customer Service Dashboard Beta is linked directly within the Buyer Messenger Page. The Dashboard displays key metrics which Amazon believes impact the buyer's satisfaction with the customer service they receive. Read Should Sellers Be Wary of Amazon’s Customer Service Metrics Beta? for more information on Keeping Your Customer Service Metrics Complaint.
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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