VISIBLE STAR RATING FOR SELLER SUPPORT AGENTS !!!!
Hello Amazon,
Please add seller support a star rating below their signature so we can see how poorly they assist sellers.
If sellers have public ratings (seller feedback) based on FBM customer experience, should support agents also have rating based on seller experience?
I think it would be a very enlightening experience for Amazon, and they could see how much money they waste on seller support and the inefficient system.
Talking to robots is driving a lot of sellers absolutely mad. I know in advance when I open a SS case that I won't get real help or a resolution, somehow I keep doing it in the hope it will change. It doesn't. And I know I am not the only one fed up with poor support experience.
VISIBLE STAR RATING FOR SELLER SUPPORT AGENTS !!!!
Hello Amazon,
Please add seller support a star rating below their signature so we can see how poorly they assist sellers.
If sellers have public ratings (seller feedback) based on FBM customer experience, should support agents also have rating based on seller experience?
I think it would be a very enlightening experience for Amazon, and they could see how much money they waste on seller support and the inefficient system.
Talking to robots is driving a lot of sellers absolutely mad. I know in advance when I open a SS case that I won't get real help or a resolution, somehow I keep doing it in the hope it will change. It doesn't. And I know I am not the only one fed up with poor support experience.
0 replies
Christine_Amazon
Hello @Seller_xJx7vH6fvZFD9
Christine here from Amazon Forums.
Thank you for your feedback regarding Seller Support. We appreciate you taking the time to share your thoughts on how we might improve our services.
While we don't currently have plans to implement a public rating system for individual Seller Support agents, we are always looking for ways to enhance the seller experience.
Our goal is to provide efficient and helpful support to all of our sellers.
We understand that some sellers have experienced frustration when seeking assistance.
Please know that we take this feedback seriously and continuously work on improving our support processes and training.
If you have specific examples of issues you've encountered, we encourage you to provide detailed feedback through the "Rate this page" option after each interaction.
This information is carefully reviewed and used to identify areas for improvement.
We also recommend utilizing our Seller Forums and Help pages, which offer peer support and comprehensive information that may help resolve issues more quickly in some cases.
Thank you again for your suggestion. We value your partnership and will continue striving to better serve our seller community.
Hope you have a great day!
Christine.
Seller_xJx7vH6fvZFD9
Hello Christine,
I understand you are representing Amazon and doing your best at conciliating interests between AMZ and sellers but I would like to clarify that it is not ''some sellers'' that are experiencing frustrations with Seller Support.
I can't speak for everyone but I can only conclude that an overwhelming majority of sellers are experiencing frustrations with Seller Support EVERYDAY or at least every week. You can't imagine how much time we are spending and losing in fighting Seller Support when they are closing cases while the issue is unresolved. Sometimes, they even provide misleading information to sellers. They are mostly careless, undertrained and the current structure is 99% automated while being worse than AI.
While I do not have any problem with foreign workers, intrinsically, it seems like training them properly is an issue. Also, they have zero field of action so they are essentially there just to copy and paste information from seller university and other articles? My suggestion is to cut 70% of current seller support employees and hire ONLY very effective higher level support agents that are well knowledgeable about Amazon and are given more power to take action or escalate issues.
We do not mind waiting 3-4 days or even a week or two for a complete response, we mind about the exhausting experience dealing with robots incorrectly closing logs as ''resolved'' while they have provided zero help or input.
By reducing the amount of seller support agents but training them better, and paying them appropriately for their skill level, it probably would not be a lot more expensive for Amazon than millions of ''robots'' in foreign countries.
The issue here is Amazon thinking that responding to our problem in 5 minutes, while actually not resolving the issue is superior to a longer delay with an appropriate response. In this case, quality is better than quantity.
We understand that some sellers have experienced frustration when seeking assistance.
