Amazon’s new feature “Call me now” triggers complaints?

1. Let’s first talk about the advantages of the “Call me now” support function

When sellers encounter performance issues, they can be provided with solutions and countermeasures. Sellers can also consult staff for information related to account health in daily operations.

The Account Health support team is part of the account team. It can be said that they are the external representatives of the account team in terms of auditing and policy interpretation. Amazon's current customer service work is basically all outsourced. These customer service staff have little understanding of Amazon's business and can only transfer most of the problems they encounter to the corresponding team. The Account Health support team is much more professional and has a higher internal voice than the outsourced customer service team. In some cases where the customer service staff cannot explain or each person has a different opinion, the Account Health support team can give a clear answer and represent the opinions of the account team.

Some professional sellers reported that they did not see the service entrance on their pages. In response, Amazon explained that this service will be gradually promoted in 2022, and the lack of the button on the seller page is only temporary, and Amazon will speed up the coverage progress in the future.

2. Let’s take a look at the feedback from some seller friends

1. Seller: The phone call is not connected

2. Seller: The call was made but it seems like the call was not made?

When some sellers were anxious because they couldn't get through on the phone, the sellers who answered the phone said: Don't worry, it's useless even if you get through, in the end you come with the same problem and you leave with the same problem.

Another seller’s account health rating changed from “good” to “risky”. When he asked the account health support team, he was met by an American named Jack. The seller asked Jack to explain what specific event triggered the change in account health. Jack said he did not have the permission to obtain this information, although he also wanted to help the seller find the problem.

According to the comments made by the sellers, it can be seen that most sellers have doubts about the practicality of this service and are dissatisfied with Amazon.