- Nicole Freeman
- On February 18, 2016
- 1 Comments
When asking for seller feedback timing is everything. The buyer will need to give the seller feedback while the purchasing process is still fresh in their mind. The best way to ensure seller feedback is to use the two email strategy.
The first email is intended to open communication and build report with the buyer. Establishing an open line of communication will make the customer feel important, show the seller’s interest in them having a good buying experience, and to increase the likelihood they leave seller feedback. This email should go out 1-2 days after the order has been confirmed or shipped. The 1-2 day delay is to avoid your email being lumped in with Amazon’s automated email.
While Amazon sends your customers an email after the order is confirmed, it is not as personal as the type of message you can send using Feedback Genius. Your customers will feel more valued and taken care of if they receive an email from a customer support representative, or even the brand owner themselves. This way, your customers know it’s not just Amazon taking care of its order but a person as well.
The second email should be sent as soon as possible after the order is going to be delivered to your customer. This email will have the actual request for seller feedback. There are two timing options you can work with in sending your request. You can either:
- Send a feedback request as soon as possible after the order has been marked out for delivery (this is when the package is on its way to your customer on the mail carrier’s truck, and will be delivered later that day)
- 1-2 days after order has been delivered
We recommend sending your seller feedback requests around these order events. Why? Because this is when your customer will actually interact and notice the packaging. They will notice whether it is packed well, if everything is in the box, or if there is an additional information included in the box. They will also note the promptness of their order arriving, as well as all the other key components that make up a positive seller feedback score. This will also most likely be the time your customer is most happy with their order because they finally have it in their hands, so these are the best times to request feedback.
Establish yourself as a point of contact to your customers, and ask for seller feedback early on after the order is delivered so the whole transaction is fresh in your customer’s mind. If you make your customers feel special and taken care of, the probability of them leaving feedback later on is higher. Additionally, Feedback Genius runs reports based off how many days after delivery feedback is left. While a lot of factors influence these reports, we have often found the most feedback is left anywhere from 0-4 days after the order has been delivered.
So far we have covered who should ask for seller feedback and why it is important. Next we are going to discuss the best ways for how to request seller feedback.
Until then be sure to read our recent case study on how FBG helped Kevin Vegors and his online business!