With reputation comes reward – using your customer support as a profit center

With reputation comes reward – using your customer support as a profit center


We’ve just returned from a great couple of days in Birmingham at the Internet Retailing Expo. We got to meet a lot of our customers and talk about our products to a variety of ecommerce sellers. On top of this, our very own Mark Nolan gave a great talk on how improving your Customer Support can help to drive profit for your business.

If you weren’t able to make it to the IRX event and see Mark’s talk, not to worry, we have it here for you.

If your customer support is below 95%, you’re in the bottom 20% of sellers.

Our surprising analysis of over 1,000 Amazon and eBay merchants shows that if you’ve less than 95% positive feedback then you’re in the lowest 20 percentile. This is not where you want to be!

Amazon Feedback

Graham Ó Maonaigh

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  1. Introducing XSellco High5 - Our Brand New Product
    August 13, 2015 at 9:26 am

    […] After price-point and product reviews, your seller feedback score can also influence the customer’s perception of you and affect the likelihood of customers choosing you in the Buy Box. That’s why it’s crucial that you’re able to react and respond to any negative or neutral feedback you receive. As these negative comments are happening in the public domain, it’s important to show that you have an excellent track record in providing quality customer service to address any issues or complaints that arise. Not only does this impress potential buyers, but it also helps with customer retention and increases customer spend, as 66% of customers will spend more with a company that they believe provides excellent service. (You can learn more about how great customer support can drive profit with this short presentation from our own Mark Nolan here.) […]

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