Attention! Amazon launches new customer support tool

Today, Amazon announced that it will launch a new customer support tool - Zendesk Suite.

Amazon said the tool is now available in the Seller Central Partner Network. Using the Zendesk-powered Amazon app, sellers can handle Seller Central messages and information from all other support channels on a single screen.

In addition, Zendesk's pre-built integration with Amazon will display relevant information to solve customer questions and problems in the agent workspace. Sellers can use this information to automatically personalize responses by viewing Amazon order details and product data next to each message. The system will then use approved templates to ensure that all work orders are responded to promptly and adequately. Amazon emphasizes that sellers can handle up to 4 times the amount of messages after using the Zendesk system.

Although Amazon has launched a new tool to help sellers provide customer support, sellers are not satisfied with it because the tool is a third-party outsourced system and requires fees.

Seller A: “Faster response time” – is this really the metric Amazon uses to measure seller performance? Why exactly is this when basic functions like editing listing data via upload don’t work?

Seller B: That sounds great! But that doesn’t mean my communication with Amazon will start to be efficient. This is something Amazon continues to use even though they know it doesn’t work.

Seller C: Seller Support cannot and will not resolve technical issues with Amazon. This added tool does not seem to resolve this issue at all. Seller Support makes a low hourly wage and they get paid to send automated responses. Why would they put in the extra effort to resolve cases when they can get paid for much less effort?

But at the same time, some sellers are also eager to try it out, believing that the Zendesk suite will be of some help to their sales activities.

Seller D: Guys, I think we can try it! Actually, this tool might be helpful because we can integrate the messaging of Bay/Smart/Amazon.

Seller E: We have been using this integration for years and love it!

Currently, Zendesk + ChannelReply support system starts at $40 per month, with a 14-day free trial. Sellers can use the trial to determine whether they need the new tool.

Amazon

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