Onsite Promotional Video

[Music] i've been selling on amazon for about six or seven years now managing over 100 million dollars in sales and working with thousands of different amazon sellers and the single most challenging issue has been communicating with the amazon consumer educating them on how to use your product trying to stop negative reviews from damaging your new product launches and trying to bring down your return rate that return rate is probably something that nobody even takes a peek at but can eat up 30 to 40 percent of your margin on a single product and sometimes on your entire business a lot of the times the brands have no idea how to identify the issues they're seeing the reviews online and at that point it's already too late the second you start getting 5 10 negative reviews on a new product launch you can consider the entire investment a loss you're selling your products on amazon walmart wayfair target you have zero control to talk to that consumer everybody loses when there's a customer return the customer is frustrated he has a negative experience on amazon the brand loses because again they're losing profits it's going to take three more sales to make up that return and there's a high chance there's going to be a negative review and amazon themselves they have a ton of inventory now sitting in their warehouse that is unsellable costing them money they'd rather turn the inventory liquidate the inventory they don't want these negative returns sitting in their warehouse if you're able to communicate with the brand like in any other you know store you can quickly teach that customer how to simply hold that knob down and turn that review into a positive purchase the goal for all of us the seller amazon and on-site is to reduce the returns and to give communication from seller to customer hi my name is robin pogba program manager at amazon's product lifecycle support team i develop free support options to help customers keep the products they buy on amazon and maximize product value throughout the ownership lifecycle i'm very excited to be working with onsite support on this program the goal of this program is to enhance customer experience throughout a product's life cycle help customers keep the products they buy and prevent unnecessary returns for the first time amazon is providing brands the option to engage with our customers in their post-purchase journey when a customer signs up the first thing we do is create a custom landing page for them that becomes their home base for customer support so any support from amazon or any other marketplace that they're selling on including their own shopify or walmart all their support will come to this one main hub that we create for them we enable a get product support button on amazon.com for enrolled brands so that when a customer goes to return their order they're presented with an option to get support from the brand before initiating the return for example if a customer needs to support a technical issue they can go to your landing page download a product guide watch a how-to video on the site submit a ticket or request live chat right from your landing page so the customer has all the tools available at his disposal to get support for the product he needs an ability like that has been sought after in the market for over 15 years basically and we're giving you that ability for a low monthly fee where you're sure to make that money up between returns and reviews in no time if you're an ecommerce brand and you have at least five percent of return rate that's at least 30 percent of your profit getting eaten away by returns up until now if you're selling online you had to live with that return rate there wasn't much you can do but now with on-site support you can engage with those customers reduce that return rate and increase your profit margin currently the brands that are enrolled with amazon's pls options are able to support customers that's enabling 50 to 60 of customer return avoidance this is a win for the customers for the brands as well as us at amazon so i encourage brands to on board to pls programs through on-site support to assist our customers reach out to us and we'll show you how we could help you reduce your returns reduce negative reviews and build a strategy for customer support [Music]