Omnichannel Strategies / Selling on Amazon

Amazon Customer Management Solutions

James Thomson / 3 min read
Table of Contents

    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.

    NameChannel ServedPhoneContact
    All Industry ConsultingMultichannel(972) 885-9262Email
    Amazon Consulting ExpertsAmazon(732) 695-6355n/a
    Buybox ExpertsMultichannel(801) 900-4723Email
    TinuitiMultichannel(619) 677-2453Email
    Deniz OlmezMultichannel(646) 431-0151Email
    Digital Brand WorksMultichannel(855) 464-4019Email
    ElemerceMultichanneln/aEmail
    Evolved CommerceAmazon(385) 233-7775Email
    FitForCommerceMultichannel(973) 379-7399Email
    Lance Petit ConsultingMultichanneln/aContact Form
    Lisa Suttora Ecommerce Marketing StrategiesAmazon(206) 579-1263Email
    Marketplace IgnitionMultichannel(866) 241-0090Email
    Simple Sales SolutionsAmazon(407) 697-1705Email
    Velocity MarketingAmazon(888) 293-2689Email
    Vostok PartnersAmazon(206) 661-3496Contact Form
    Whitebox.coMultichannel(410) 929-7608Email
    ZanomaMultichanneln/aContact 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.

    NameChannel ServedPhoneContact
    Currencies DirectMultichannel(407) 900-2174n/a
    PayoneerMultichannel(800) 251-2521 x2Contact Form
    WorldfirstMultichannel(844) 571-2682Email

    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.

    NameChannel ServedPhoneContact
    Desk.comMultichannel(877) 226-9212Email
    FreshdeskMultichannel(866) 832-3090Email
    HelpscoutMultichanneln/aContact Form
    ZendeskMultichannel(888) 670-4887Email
    ReadyTableMultichanneln/aContact

    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.

    NameChannel ServedPhoneContact
    BalanceMaxxAmazon(262) 536-0057Email
    BrightpearlMultichannel(888) 320-5069Contact Form
    BrowntapeMultichannel(+91) 95954 62102Email
    EcomdashMultichannel(704) 687–8067Email
    EtailsolutionsMultichannel(855) 840-8400Email
    FillzMultichannel(855) 655-6441Email
    GetcartaMultichannel(800) 377-9202Email
    LinnworksMultichannel+1 347 391 2804Email
    Monsoon CommerceMultichannel(800) 520-2294Contact Form
    OrderhiveMultichannel(888) 878-5538Email
    OrdoroMultichannel(512) 271-9453Email
    RetailopsMultichannel(855) 294-8383Email
    SalesdashFBA onlyn/aContact Form
    SalesWarpMultichannel(410) 276-4600Email
    SelleractiveMultichannel(800) 545-7385Email
    SellercloudMultichannel(888) 315-6652Email
    SellerexpressMultichannel(028) 7136-3727Contact Form
    SkubanaMultichannel(917) 769-3260Email
    Solid CommerceMultichannel(800) 750-7617Email
    StitchlabsMultichanneln/aEmail
    VoloMultichannel44(0) 207 268 3045Contact 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.

    NameChannel ServedPhoneContact
    Channel IQMultichannel(312) 585-3900Contact Form
    CompeteraMultichannel(888) 387-2818Email
    ItelligenceMultichannel(949) 625-6132Email
    Marketplace RepricingAmazon(408) 874-6835Email
    NewmoMultichannel(415) 524-8300Contact Form
    Oris IntelMultichannel(614) 401-6310Contact Form
    Price GridMultichanneln/aEmail
    Price ManagerMultichannel(800) 574-0130Email
    Price SpectreMultichanneln/aContact Form
    ProfiteroMultichannel(844) 342-7464Email
    TeikametricsAmazon(855) 846-2677Email
    Upstream CommerceMultichannel(800) 815-1842Email
    Wisemapper By WiserMultichannel(855) 469-4737Email

    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.

    NameChannel ServedPhoneContact
    247virtualassistants.comMultichannel(267) 632-6605Contact Form
    Hire My MomMultichannel(281) 757-2207Contact Form
    longerdays.comMultichannel(800) 507-1622Contact Form
    mytasker.comMultichannel(212) 913-9208Email
    Time EtcMultichannel(800) 297-8540Contact Form
    uassist.meMultichannel(305) 507-8406 Email
    Virtual Staff FinderMultichannelContact Form
    virtualemployee.comMultichannel(877) 697-8006Contact Form
    ZirtualMultichannel(800) 997-9714Email

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    James Thomson

    James Thomson

    Partner, Buy Box Experts

    James Thomson is Partner of Buy Box Experts, a managed account services firm enabling brands to sell direct on Amazon. He is also president of PROSPER Show, the largest US-based continuing education conference for Amazon sellers. Previously, James was the head of Amazon Services (which recruits >99.5% of all new sellers to the Amazon marketplace each year), Amazon's first FBA account manager, a banker and a management consultant. He earned a Ph.D. in Marketing (B2B Pricing and Distribution) from the Kellogg School at Northwestern University.

    View all posts by James Thomson

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