Amazon recently released a new announcement, saying that the new feature “Call me now” is fully open, and now all professional plan sellers can contact the Account Health support team by phone. The “Call me now” function was originally launched last year. It tested a channel for sellers to directly contact the staff of the account health team on a small scale. It aims to help sellers better understand and solve problems on the account performance panel. After more than half a year of internal testing, Amazon is now announcing to expand the service scope of the function and provide information services directly to all sellers. This service can not only answer solutions and countermeasures for sellers when they have performance problems, but also provide information to staff about the health of their accounts in daily operations. In fact, the average seller opens a case and consults customer service. Why does Amazon specifically open a customer service function for the account health module? There’s a difference here, the Account Health support team is not a simple customer service team. The customer service we usually consult is to help you transfer or ask the corresponding team if there is a problem. This kind of outsourced customer service team is more anxious about priority, processing ability, professionalism, etc. The Account Health support team is part of the account team. It can be said that they are the external representatives of the account team in auditing and policy interpretation. The professionalism and internal voice are much higher than those of the outsourced customer service team. In some cases where the customer service cannot explain or speak one by one, the Account Health support team can definitely give you a reply, which represents the internal opinions of the account team. . This has a lot to do with Amazon’s long-criticized customer service inefficiency problem. The Slots of Amazon Outsourcing Customer Service We sellers all know that Amazon’s customer service, especially Chinese customer service, is useless except for some things. A piece of news has exploded in the seller group. When you ask customer service about the situation, you can only reply with a “not received relevant notification”. Many sellers with new news are far more well-informed than the official customer service. One reason for this strange phenomenon is that Amazon’s customer service work is basically outsourced. These customer service customers have little understanding of Amazon’s business, and most of them can only be transferred to the corresponding team to deal with problems, so sometimes our sellers will also send emails by themselves. Contact Amazon’s various teams to solve the problem (sellers who need the contact information of each team can privately chat with me at the end of the article to receive them). Another reason is that the Chinese customer service and even the entire Chinese branch have a very low voice in the Amazon system, which is why the Amazon China station is getting colder and cooler and finally launched in China. For some very critical functions (such as the brand team), it is the same reason that only English customer service can be opened when a case is opened. Having said that, this new “Call me now” function is a bold attempt by Amazon in the revision of the customer service system, from outsourcing all customer service work to taking back some of the core problems, keeping the team to solve customer service problems internally. For example, the brand team, performance team, etc., are the modules that sellers often contact when they encounter problems. They are related to the core issue of seller account security. It is better for Amazon to handle customer service issues by itself, so that sellers encounter problems regardless of the speed of handling. Professionalism and efficiency can be greatly improved. This is a great policy and has won a lot of likes. However, this function was tested on a small scale last year. Many sellers have not seen or used it yet. You can come to our seller exchange group to discuss the information of this new function! The sellers who are not in the group scan the code and add me to the group!
