Amazon has launched new features again recently!

According to official news, Amazon is testing a new feature: buyers can contact sellers directly through online chat or phone before placing an order!

That’s right, before purchasing, customers can communicate with your customer service team in real time through the platform to answer questions and confirm product details.

The significance of launching this function is self-evident. For sellers, direct pre-sales communication can not only improve conversion rates, but also effectively reduce after-sales disputes, especially for categories with high return rates such as clothing. It is simply a timely relief.

How to use Amazon’s new features?

✔How to participate

Currently, this feature is invitation-based, and only sellers who have received an invitation email from Amazon can register and enable it.

It is recommended that everyone check their account mailbox to see if they have received any relevant notifications. If not, contact your account manager as soon as possible to find out the situation.

✔Scope of application

Supported categories: Most conventional products (such as electronic products, household items, clothing, etc.) can use this function. When purchasing these products, buyers can ask questions such as product functions, size, and material.

Special restrictions: Due to policy requirements or professional restrictions, some products are temporarily unable to support the pre-sales contact function, such as medical devices, restricted categories, digital products and services, etc.

✔ Which sellers cannot be used?

New sellers: Newly registered accounts may need to meet certain conditions or complete a trial period before this feature can be enabled.

Illegal sellers: If an account is punished for violating platform policies, pre-sale contact permissions may be restricted.

Sellers in special programs: For example, sellers participating in programs such as "Buy with Prime" may have their communication permissions restricted by program rules.

1️⃣Reduce returns and after-sales disputes

By clarifying the needs of customers before they place an order, you can avoid returns due to misunderstandings or high expectations.

For example, clothing sellers can resolve after-sales problems that may be caused by size, style, etc. through advance communication and reduce the return rate!

2️⃣Optimize products and services

By listening directly to buyers' voices, sellers can better understand customers' real needs, adjust product strategies, improve product competitiveness, and discover more opportunities to optimize services.

3️⃣Establish brand reputation

Professional and quick responses will make buyers feel caring service, further enhancing their favorability and loyalty to the brand. Excellent pre-sales experience can even be an important reason for buyers to repurchase!

Challenges for Sellers

The customer service team has high requirements: it needs to be equipped with professional customer service, with good product knowledge and communication skills, to solve customer problems quickly and accurately.

Technical support must be in place: ensure smooth network access to avoid technical issues that affect the buyer experience.

There are response time requirements: sellers must reply to buyers within the specified time and maintain service quality.

Data recording and analysis: Conduct statistical analysis on customer service records to optimize product and service strategies.

If you want to reduce the return rate and increase sales, it is crucial to seize the bonus period of this function!

Even if you have not received an invitation yet, you can still build a customer service team and make technical preparations in advance to ensure that you can go online as soon as the function is opened.

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