Amazon works hard to make sure sellers as well as buyers are as well informed as possible. They've even gone as far as supporting community forums that allow questions be submitted in an open, public arena, allowing anyone who may have an answer the opportunity to share their information. This is a great opportunity for sellers to get involved by answering general questions on product they sell, and, in-turn making their brand more visible and even boosting sales.
How do you get involved in an Amazon Forum?
To use the Amazon Seller forums, you simply need to have a registered Amazon seller account. Amazon notifies sellers when questions have been posted that they might have the answer to. To encourage participation in forums, Amazon also has a recognition program that generates special icons for users who achieve a certain level of correct or useful answers.
How can ReplyManager help?
Even though messages from the Forum do come from @amazon.com, ReplyManager can further separate them so you know right away that this isn’t a customer inquiry, but a forum question. And don’t worry. These questions won’t count in your matrix, but the faster you respond, the more likely the buyer is to respond favorably to your answer. Don’t forget to include a link to your product page.
To do this, create a corresponding Folder and a Rule. We will use the seller answers forum as an example.
Step 1: Create a Folder
- Go to Maintenance > Folders
- Click on Add New Folder
- Name the folder (Amazon - Seller Answers)
- Enter a “from” email address
Step 2: Create the Matching Rule
- Go to Maintenance > Rules
- Click on Add New Rule
- Name the rule. We suggest you match it with the folder name.
- Enter in the condition (“From” contains “seller-answers@amazon”).
- Select the Amazon Seller Answers Folder to move incoming emails to.
ReplyManager is here to make the customer message management process as easy as possible. If there are any additional questions regarding ReplyManager’s functionality, please refer to the How-To guides posted on our Customer Support page or start a Live-Chat session with one of our helpful support technicians. We are also available via email at email@example.com.