This article is going to show you how to use feedback genius.
Actually, let me re-phrase that, this article is going to show you how we use feedback genius to build customer loyalty whichs results in more reviews and feedback.
First let’s look at why amazon sellers should be taking advantage of email “follow up” systems. Then we will finish up by showing you how to use feedback genius.
Why You Should Be Using Email Follow Up Software
Your customers are the lifeline of your business, without them you have nothing.
It makes sense that you’d want to take advantage of any seller tool that allows you to communicate with your customer.
As an amazon seller you will also want to take advantage of every opportunity to obtain more positive reviews and feedback.
If you interested in growing your amazon business, you are going to need to automate your processes where possible.
Using a tool like feedback genius allows you to automate your buyer seller messages. My friends, automation is the key.
Once somebody buys a product you can automatically send them a message, this is going to improve your customer service, if its done in the right way.
Amazon don’t allow you to collect customers emails, and for good reason too.
Would you use amazon if you were going to be at risk of being contacted by a load of companies on your private email? I know i wouldn’t.
Amazon don’t want you taking anybody away from the amazon platform, therefore communication is kept inside.
Using Feedback Genius
Using something like feedback genius allows you to track and manage all of your messages, they have some pretty cool features that we talk about in our feedback genius review.
As an amazon seller i can safely say it is a very important part of my customer focused amazon business.
You need to be considerate of amazon’s terms of service when using any third party application, this is definitely relevant when using email follow up systems.
Do not harass your customer, put yourself in the customers position, would you find the email useful?
As mentioned earlier feedback genius has some pretty cool features, one of which is the ability to send attachments with your emails.
Again, do not take advantage of this. Be sure to familiarize yourself with amazon’s terms of service.
Anyway, let’s get to the practical section of this article, let me show you how to use feedback genius.
How To Use Feedback Genius
First things first, if you are thinking about using feedback genius take advantage of their free trial, this way you can see if it’s suitable for you and your business.
You can get access to the free trial by clicking the image below, or you can use this link.
Next up you are going to have to sync feedback genius, with your amazon account.
This is pretty easy to do, just follow their instructions carefully.
Once this has been done, check your settings. Also check that you have the auto blacklist feature enabled.
The following video will show you how to check this.
I’d strongly recommend that you do this, you always need to ensure that you are playing by amazon’s rules.
Setting Up Your Messages
Once this is done, you can start setting up your messages.
Head over to the messages tab.
Click on the orange “+ New Message” button and start setting up your first message.
Now the message content is completely up to you, but i like to try and encourage the customer to leave a review or contact me directly if they’ve had any problems!
You can include a link within the email to guide them towards the relevant product review page.
When setting up the new message you have a few options, you can view their library of templates, copy an existing message or start from scratch.
I always write my messages from scratch but i am a bit of a control freak.
If you click on start from scratch you’ll be shown the following screen.
This is the important bit, fill out the boxes with content of your choice.
To make it a little more personalized you can use the tags in the top left corner, for example in the subject line you might say something like:
“Hey [[first-name]] were you happy with your order?”
Play around with the subject line, this will greatly effect your open rates. Chances are the more opens you get, the more people you’ll get to take action.
The status box is where you set the message status, “active, inactive or test” these are pretty self explanatory.
The marketplace box allows you to sync the message with the relevant marketplace, so if you sell in more than one amazon marketplace you can set the message preference here.
The “Tags” box is where you need to enter your product ASIN, you can find this within the “Manage Inventory” Section on your amazon seller central account.
Next up you need to write out your message to the customer, make it personal if you can.
Don’t ask your customer to do too many things, this will only put them off! Simply ask for a review, or seller feedback. Which ever it is that you want.
If they aren’t happy provoke a response, if you can speak to your customer before they leave a negative review you could save yourself from the negative impact.
If you want to attach something of value you can use the upload file button (see below).
What you upload is up to you, but be mindful of amazons terms of service.
You should never try to direct your customer away from amazon.
Once you have finished your message, you can hit the green “Continue” button and move onto the next stage.
At this stage you need to set your timing preferences.
I like to send my customers a message around 10 – 15 days after the order has been shipped, this way i know that the customer has had a chance to use the item.
Your timing preferences are up to you, like i say this is how i use feedback genius, but a lot of people do it differently.
This is an important part, here i input the ASIN of the relevant product.
I believe you can input either, but as i reference the ASIN in the “Tags” section, i like to repeat it here.
In order for you to understand how to use feedback genius to it’s full potential, you need to be aware of the advanced filters.
If you click “Show Advanced Filters” and scroll to the bottom you will see the following.
If you scroll right to the bottom, you will see there are four options at the bottom.
This information is like gold dust, you have the option to send different messages depending on how many times a customer has purchased with you!
This allows you to build up a relationship via automated email messages, pretty cool right?!
I use this to build loyalty between my customer and my brand.
Select the relevant options for you and select “Done”.
And there you have it, that is how to use feedback genius.
Let’s Wrap This Up
You should now know how to use feedback genius. Now i understand that this article only covers the message side of things, obviously feedback genius does have a lot of other features.
If you want to learn more about the different parts of the software i’d recommend you take a read of my full feedback genius review.
I hope you’ve found this article useful, we are committed to teach you all, everything we know about Amazon FBA.
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More from me soon,