Apply Customer Feedback, a Real Example 1

Friendly and pleasant and the reply should be positive at all times. The respond should provide a willingness to be available for more questions that a potential customer might have here. We see when inputting CBD oil in the search term field here returns over 5,000 results. This kind of oil is relatively new to the market.

It generates a lot of questions and is an opportunity for sellers or manufacturers to engage directly with customers. We’ll take a look at their brand Neurogan. We see here on the top of the detail page listing that they have 280 customer reviews and 49 answered questions. We’ll click on the entered questions to go directly to this section.

The first question has generated the most votes and is featured at the top of the page. The question is, is this CBD oil? And there were six answers to this question posted. Note, these responses are not in date order, but we do see that one of the first responses was from the seller. The seller confirm that it is CBD oil from full aerial parts on July 23rd.

The very first reply dated August 5th is the one that most customers were read since it’s the first answer posted right below the question. This customer has answered that all hemp oil on Amazon does not contain THC or CBD. He further goes on to say that any seller that has making any medical claim is false and should be banned from selling on Amazon. Buyer beware.

Wow. This can be a really damaging statement for this kind of product and for the brand, this reply can leave a potential buyer with a terrible opinion of CBD oil. However, Nick, the founder and owner of neurogan responded two and a half months later. That’s a long time between a critical answer and a seller’s reply.

He tried to engage the customers with a more detailed answer to the question by offering an opportunity to call or visit their FAQ page. He’s extended an offer to answer any questions about the product. He’s trying to engage with buyers by instilling confidence in the brand and with the product.

Here’s another example of a type of supplement. This is hemp oil, their brand is new age, a potential customer posted this question. So what exactly is this 1000 milligrams off? We see an answer directly from the seller new age wholesale. Thank you for reaching out. This product does not contain CBD or THC.

This is a hemp oil used for stress, anxiety, and pain relief. This reply is short and sweet from the seller. However, we also see here that the seller replied to another question is CBD the same as hemp oil. The seller did reply, but with the same exact answer as earlier, Although the seller is attempting to answer the question and engage with customers.

The seller is not answering the question asked instead they’re repeating a scripted response that in some cases is not even answering the question. And if we scroll down just a bit further, there was another reply from the seller. Again, they have not answered the question, but are clearly trying to sell the product by enticing the person to just try it and find out how they like it.

We’ll look at one more example, the manufacturer, the genius brand. We can see here that the brand is very engaged with the customer base. The first four top voted questions have responses from the brand. A potential customer can see right on the first page that the brand is highly engaged. Let’s dig into their responses.

And the first response, they start off immediately thanking the customer for the question and open it up with an informal. Hey, the response does answer the question and then end with hopefully this help. There is no hard sell or push to buy the product. The manufacturer is building a report with the customers by simply answering the question in a very conversational and casual way.

The manufacturer answers all questions with the same friendly. As we’ve seen through these examples, a seller can answer each question, even though other customers have also answered the question, depending on the product being sold. It’s really important for brands to monitor products that are new to the market or have ingredients or terminology that can cause customer confusion.

And an open forum such as this, a malicious competitor or customer can answer with erroneous information. Our brand should be the authority of the product and provide true and authentic responses. But as we’ve also see the timeliness and way that the seller response is equally as important. A scripted response that doesn’t answer a question is a sure far away to alienate a potential buyer, a brand that seems like they don’t care enough to answer a question, can leave a poor impression with potential customers.

There was a lot of competition looking to snag the sale.