When you use Fulfillment by Amazon (FBA), Amazon will provide 24-hour customer support for delivery-related questions, which comprise the majority of overall customer contacts, on your behalf in the local language of the relevant marketplace. For many sellers, this FBA feature is critical to selling successfully in Europe. With local language customer support already included in FBA, you can provide your customers with Amazon’s world-class customer service, and you can focus on growing and managing your business.
When you choose to fulfill customer orders yourself, Amazon requires that you handle customer support for delivery and product-related customer contacts.
If you don’t possess in-house customer service capabilities in the local languages, automated computer translators can help you respond to email inquiries from European customers. While you’re just getting launched in Europe, these machine translations offer a free method of handling customer contact in languages you are not familiar with. As your business grows, however, the quality of translations from these solutions may not suffice. For better-quality service, consider using a third-party service provider to handle your customer support. Visit Amazon’s Solution Provider Network
for translation services.
Customers expect prompt, helpful service when they have questions or concerns about your products. Customer service specialists who understand your products, know where the buyer’s product is and when it will be delivered, and can respond quickly to email contacts in the local language can help you maintain a healthy seller scorecard.