Chapter 5 Amazon Customer Management Solutions

James Thomson / 3 min read

Amazon Account Management Consultants & Services

Selling on Amazon is difficult, even for the largest, more experienced sellers on Amazon.  To stay on top of best practices and make sure that those longer-term “back burner” projects get properly addressed, it is sometimes necessary to bring in an account management consultant. These consultants can provide short-term or medium-term support. Given that an account management consultant is working typically with multiple sellers, this person will have seen a lot of behaviors – good and bad – that can be used as benchmarks to give you a richer perspective of where you can improve. The consultant is also likely to provide a valuable perspective, removed from your heavily invested day-to-day view of everything you are doing to run your business today.

Key Issues to Consider

With no certification needed to become an Amazon consultant, anyone could declare him or herself as such, resulting in a wide range of skills and capabilities. It is critical for sellers to do due diligence and authenticate the quality and expertise of a consultant. Every seller should start with the assumption that there are no silver bullets to being a successful seller on Amazon. It takes operational discipline and relevant data to do this well, so look for consultants who can help with operations and data.

Name Channel Served Phone Contact
All Industry Consulting Multichannel (972) 885-9262 Email
Amazon Consulting Experts Amazon (732) 695-6355 n/a
Buybox Experts Multichannel (801) 900-4723 Email
CPC Strategy Multichannel (619) 677-2453 Email
Deniz Olmez Multichannel (646) 431-0151 Email
Digital Brand Works Multichannel (855) 464-4019 Email
Elemerce Multichannel n/a Email
Evolved Commerce Amazon (385) 233-7775 Email
FitForCommerce Multichannel (973) 379-7399 Email
Lance Petit Consulting Multichannel n/a Contact Form
Lisa Suttora Ecommerce Marketing Strategies Amazon (206) 579-1263 Email
Marketplace Ignition Multichannel (866) 241-0090 Email
Simple Sales Solutions Amazon (407) 697-1705 Email
Velocity Marketing Amazon (888) 293-2689 Email
Vostok Partners Amazon (206) 661-3496 Contact Form
Whitebox.co Multichannel (410) 929-7608 Email
Zanoma Multichannel n/a Contact Form

Cross-Border Currency Management

If you are selling product on an international Amazon marketplace, you are paying Amazon upward of 3.5%-4.0% transaction fee to handle currency exchange and wiring of your funds back to the U.S. That sort of hidden fee is size-able on otherwise low-margin products. Fortunately, these solution providers streamline the process for you. With them, you can cut that cost in half and recapture margin you didn’t realize you were losing.

Key Issues to Consider

These solution providers can streamline the process because they set up foreign bank accounts for you. Those bank accounts require a bunch of paperwork. Prepare to invest several hours reviewing legal paperwork to get set up in each foreign country. Once you are setup, you are good to go.

Name Channel Served Phone Contact
Currencies Direct Multichannel (407) 900-2174 n/a
Payoneer Multichannel (800) 251-2521 x2 Contact Form
Worldfirst Multichannel (844) 571-2682 Email

Automate Messaging

Unless you plan on signing into your Seller Central account every 24 hours of every day of the year, you leave yourself exposed to the possibility that a new inquiry from a customer goes unanswered within the required 24 hour period. These solution providers help to meet Amazon’s requirement of a 24-hour timeframe for responding to Amazon customers, while letting you enjoy your weekend or brief holiday.

Key Issues to Consider

Many of these automated messaging services send customers a generic response. You should still plan to provide the customer a more expansive response within a couple of business days, as customers want their questions properly answered before buying your product or filing negative feedback.

Name Channel Served Phone Contact
Desk.com Multichannel (877) 226-9212 Email
Freshdesk Multichannel (866) 832-3090 Email
Helpscout Multichannel n/a Contact Form
Zendesk Multichannel (888) 670-4887 Email

Customer Email Support

What happens when you are starting getting dozens of customer emails a day, asking the same types of questions over and over? Each email must be answered quickly and accurately so as to keep the customer happy. If you’re looking to streamline the process of answering these emails, good customer email support software will help to semi-automate your responses. The same way that Amazon’s Seller Support has created standard responses for certain commonly asked questions, these software programs can help you streamline answers to your most common customer inquiries.

Key Issues to Consider

Most multi-channel sellers find that the level of customer emails they get from Amazon customers is far lower than other marketplaces. Often the questions will be related to some sort of shipping-related issue. If a seller is predominantly using FBA for its Amazon catalog, it’s likely such software won’t be needed for the Amazon portion of the seller’s overall business.

Name Channel Served Phone Contact
BalanceMaxx Amazon (262) 536-0057 Email
Brightpearl Multichannel (888) 320-5069 Contact Form
Browntape Multichannel (+91) 95954 62102 Email
Ecomdash Multichannel (704) 687–8067 Email
Etailsolutions Multichannel (855) 840-8400 Email
Fillz Multichannel (855) 655-6441 Email
Getcarta Multichannel (800) 377-9202 Email
Linnworks Multichannel (+4420) 3651-7045 Email
Monsoon Commerce Multichannel (800) 520-2294 Contact Form
Orderhive Multichannel (888) 878-5538 Email
Ordoro Multichannel (512) 271-9453 Email
Retailops Multichannel (855) 294-8383 Email
Salesdash FBA only n/a Contact Form
SalesWarp Multichannel (410) 276-4600 Email
Selleractive Multichannel (800) 545-7385 Email
Sellercloud Multichannel (888) 315-6652 Email
Sellerexpress Multichannel (028) 7136-3727 Contact Form
Skubana Multichannel (917) 769-3260 Email
Solid Commerce Multichannel (800) 750-7617 Email
Stitchlabs Multichannel n/a Email
Volo Multichannel 44(0) 207 268 3045 Contact Form

Minimum Advertised Price (MAP) Violation Monitoring

This software is usually relevant only for brand owners, rather than resellers, as it is the brand owner that wants to identify MAP-violating resellers. If you are a private label manufacturer or brand owner supplying Amazon resellers with product that is supposed to be sold at MAP levels, these software packages can provide you with accurate, real-time data on which sellers are violating MAP. This allows you to have a data-driven discussion with specific resellers about these issues.

Key Issues to Consider

Amazon doesn’t monitor MAP levels on products for brand owners. It’s up to the brand owner to do this him or herself, and work with his or her own distribution channels to address these issues.

Name Channel Served Phone Contact
Channel IQ Multichannel (312) 585-3900 Contact Form
Competera Multichannel (888) 387-2818 Email
Itelligence Multichannel (949) 625-6132 Email
Marketplace Repricing Amazon (408) 874-6835 Email
Newmo Multichannel (415) 524-8300 Contact Form
Oris Intel Multichannel (614) 401-6310 Contact Form
Price Grid Multichannel n/a Email
Price Manager Multichannel (800) 574-0130 Email
Price Spectre Multichannel n/a Contact Form
Profitero Multichannel (844) 342-7464 Email
Teikametrics Amazon (855) 846-2677 Email
Upstream Commerce Multichannel (800) 815-1842 Email
Wisemapper By Wiser Multichannel (855) 469-4737 Email

Virtual Assistants

If you are spending far too much time on trainable, repetitive or administrative tasks that someone else could handle, consider getting yourself a virtual assistant for additional support. Maybe it’s setting up phone calls with your suppliers, answering emails, basic book-keeping or reporting generation work that you need to regularly do, but find you don’t have enough time to stay on top of such tasks. With the development of a whole industry of skilled, English-speaking assistants, you can free yourself up to work on the highest-value activities.

Key Issues to Consider

No one ever does work as well as you do! Well actually, that may not always be true, but it does take time to get comfortable delegating responsibilities to someone else, especially someone based remotely. With technologies like Skype, instant messaging and phone available, it takes only a little discipline to remain in regular communication with your assistant. You will likely find that your virtual assistant is better organized on the tasks you assign to him/her, as they have fewer tasks.

If you go down the path of using a virtual assistant, keep in mind that you need to keep these people motivated and feeling valued. Read a book like “Virtual Freedom” by Chris Ducker to get yourself up to speed on what it realistically takes to get set up in an effective virtual assistant relationship.

Name Channel Served Phone Contact
247virtualassistants.com Multichannel (267) 632-6605 Contact Form
Hire My Mom Multichannel (281) 757-2207 Contact Form
longerdays.com Multichannel (800) 507-1622 Contact Form
mytasker.com Multichannel (212) 913-9208 Email
Time Etc Multichannel (800) 297-8540 Contact Form
uassist.me Multichannel (305) 507-8406  Email
Virtual Staff Finder Multichannel Contact Form
virtualemployee.com Multichannel (877) 697-8006 Contact Form
Zirtual Multichannel (800) 997-9714 Email

Table of Contents

IntroThe Amazon Seller Services & Solutions Directory
Chapter 1 Amazon Product Research: Tools, Software, & Sourcing
Chapter 2 Amazon Product Listing Optimization
Chapter 3 Amazon Inventory, Orders & Warehousing Directory
Chapter 4 Returns, Accounting & More Post-Sales Services
Chapter 5 Amazon Customer Management Solutions
Chapter 6 The Best Marketing Services for Amazon Sellers

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