When you have to deal with high-volume Amazon support, Buyer-Seller Messages just don’t cut it anymore. You don’t have time to manually customize every message, manage Amazon messages separately from other support channels, or dig through old messages to evaluate agent performance. You need a more powerful Amazon messaging system.
So, what options do you have?
Upgrading to a Helpdesk
Above: Amazon messages in Zendesk.
Professional helpdesks provide impressive suites of customer service tools. Several have integrated with Amazon, and if Amazon’s messaging system were a horse-drawn buggy, helpdesks would be helicopters. The upgrade is immense.
Here are a few examples of what most Amazon-compatible helpdesks can do:
- Create a library of canned replies similar to Amazon’s email templates, plus…
- Add placeholders to canned replies, automatically entering details such as the customer’s name and info about their order anywhere you want
- Search and filter your messages just like on Amazon, but with the freedom to create any filter you can dream up
- Assign tickets to agents manually or automatically
- Track agent performance and generate reports
- Manage customer service from other channels on the same screen, including:
- Social media platforms like Facebook and Twitter
- Numerous other third-party platforms
- Your own websites, including those built with popular store builders like…
- Live chat
These tools make a world of difference. Not only do they improve your customer service team’s performance, they also make it easier for you to track and manage their work.
So, which helpdesks can provide these capabilities for Amazon sellers?
Replying to an Amazon ticket in Zendesk using a macro (canned reply) with placeholders. The text in the reply, including the buyer's name and the ASIN, was entered with two clicks.
Zendesk integrates with Amazon via ChannelReply. Note that you must use Zendesk’s Team plan or better for the integration to work correctly.
Zendesk Team costs $19 per agent per month when billed annually. Advanced plans range up to $199 per agent per month.
Zendesk offers a 30-day free trial.
Manually answering an Amazon ticket in Freshdesk.
Freshdesk offers an affordable alternative with most of the same capabilities as Zendesk.
Freshdesk integrates with Amazon via ChannelReply. All plan levels are compatible.
Freshdesk’s basic Sprout plan won’t cost you a dime—it’s truly free service desk software. Higher-level plans range up to $89 per month when billed annually.
If you want to try one of Freshdesk’s paid plans, they also offer a 30-day free trial.
3. Desk by Salesforce
Viewing an Amazon ticket in Desk.
Desk integrates with Amazon via ChannelReply. Note that only their top two plans, Pro and Business Plus, are fully compatible.
Billed annually, per agent per month, Pro costs $60, while Business Plus costs $100.
Desk offers a 14-day free trial of their Pro plan.