The professional diversity of our customers, as well as the high expectations they place on our company, leave no room for negligence in the area of Customer Support Management (CSM). Particularly in the SaaS (Software as a Service) sector, customer expectations are especially high and demand a lot from customer service employees.
This is also confirmed by Arne, Head of CSM at SELLERLOGIC. Arne can say from experience how high the expectations from customers are in this area of work and also knows that these expectations are not met by many companies. Ultimately, this not only affects customer trust in such companies but also the motivation of employees. For this reason, our CSM team prefers to rely on flat hierarchies and trust rather than tight control and process dependency. This approach allows Arne to demand the highest standard of performance and competence from his team from day one, and he is thrilled that he has received exactly this standard since the very first day.
But what makes customer service in the SaaS sector so special? On one hand, there is the product: software is constantly changing – unlike consumer goods, for example. Features are implemented, bugs need to be fixed, and sometimes the entire dashboard is redeveloped. Such a dynamic product requires constant communication between customers and the company. Software must be introduced to the customer as part of an onboarding process, and afterwards, customer service must always be able to effectively assist all users at any point and inform them about any changes.
At SELLERLOGIC, we have developed our own system that is tailored to both the customers and the employees.
Successfully registered, what now?
We spoke with our CSM team to learn how the processes work during onboarding and customer service. First, it is important to distinguish between the onboardings of the different solutions.
Onboarding with the Repricer
“Onboarding is an extremely exciting part of my job because you can really feel the motivation of the customers here!”
Ludivine, CS Manager for French, German, and English
The notification center of our CSM team informs our employees via push notifications about changes in customer accounts. For example, cancellations, contract renewals, contract adjustments, as well as new sign-ups for the repricer are communicated to the team.
First, assignments are made based on language. This is not a big issue, as most CSM employees at SELLERLOGIC are trilingual or even quadrilingual.
Next, the customer’s Amazon profile is analyzed. It is determined which items are sold on which marketplace, how many SKUs the customer has, and whether they sell private label, branded goods, or both types. Additionally, the customer’s experience as an Amazon seller is discussed, including the areas in which this experience has been gained. These analyses serve to develop the optimal strategy for price adjustments that will be proposed to the customer during the conversation.
Once the registration is complete, the customer is called and asked if SELLERLOGIC can provide any support. The customer can also request contact immediately after registration through our callback service. If support is needed, onboarding begins immediately or a suitable appointment is scheduled. During onboarding, it is discussed with the customer how our solution can be used most effectively in the given case. The onboarding conversations typically last 45 minutes, but of course, there is no time limit set for the customer. The conversation includes the following points:
First, the software is presented to our customers in detail. The CSM employee goes through the newly created account with the customer. Once inside, the customer is shown the functions and how to use the product.
Next, the customer is advised based on the information discussed in point 3. Each consultation is tailored to the specific situation of the customer and varies accordingly. Here are two examples:
The customer is new to Amazon and a private label seller of their own product → In this case, the “Push Strategy” is suggested to our customers. As the name suggests, the focus here is on boosting sales. If it is evident, for example, that a particular product of the customer is currently selling very well, they are shown how to set different pricing tiers with the repricer to maximize revenue from sales. Conversely, if there is a product that is selling slowly, the pricing tier can be adjusted downward – up to a minimum price set by the customer – to generate more sales.
The customer is an experienced seller and sells third-party products as branded goods on Amazon → In this case, our “Buy Box Strategy” is presented to the customer. Again, the name says it all, as this strategy aims to secure the Buy Box for the customer – and thus about 90% of sales. For this, the customer must first set a certain price range for the relevant product. For example, if a maximum limit of 15 EUR is set and a minimum limit of 8 EUR, the repricer operates within this range. Our repricer analyzes the competitors’ prices, sets the price lower, and waits for the response regarding the implementation of the price change. If the Amazon system confirms the acquisition of the Buy Box, the price is set. Once the customer holds the Buy Box, the repricer automatically sets the selling price as high as possible without causing the customer to lose the Buy Box. This way, the customer retains the Buy Box and sells at the highest possible price. Manually, this entire process would require at least a part-time position, as the price analysis of competitors alone requires constant monitoring. Therefore, our customers not only gain the Buy Box but also save time and effort that they can invest elsewhere.
At the end of the two-week trial period, the customer is called again, feedback is requested, and the pricing strategy is adjusted if necessary.
Onboarding with Lost & Found
Our solution Lost & Found is self-explanatory and does not require onboarding in 95% of cases. Customers are only called in cases of anomalies and irregularities, such as when deadlines are approaching or when an unusually high number of damage reports occur in a short period.
Of course, the CSM team is also available at any time for Lost & Found customers and assists with the setup of the tool if desired.
Beyond simple customer service
Our CSM team is responsible for addressing the challenges and questions of our customers. Contact with our team can be made through our website or hotline. Additionally, other needs of our customers are actively addressed.
Consultation and Needs Assessment
Part of the onboarding and customer service already described is the consultation and needs assessment. “In the consultation, we first gain a concrete understanding of the overall situation and then work together with the customer to determine which sales strategies are most effective in the given case,” explains Susana, CS Manager for English, German, and Spanish.
In a dynamic work environment like e-commerce, a single consultation is often not enough. For example, if the marketplace changes due to new competitors entering or Amazon itself acting as a seller of the product, customers always have the option to seek further consultation.
Additionally, customer satisfaction is assessed once a quarter through a telephone survey. Existing customers are actively called, and inquiries are made about how to improve the existing process.
This closeness to the customer is very important for SELLERLOGIC, as it is the only way to view the product from the user’s perspective. In this way, the team also discovers optimization potentials that would otherwise not be easily identified in daily work.
Proactive and Reactive – It’s the Mix That Counts
“What do you mean by ‘standstill’? We haven’t experienced that so far.”
Marco, CS Manager in Spanish, English, and German
Through the many touchpoints with customers, smaller difficulties are often mentioned that are so insignificant at the moment that customers would not have brought them to the CSM team on their own. This has two advantages: on one hand, these difficulties can be resolved before they develop into real problems; on the other hand, this way, the origin of existing challenges can be identified and forwarded – for example, to product development.
At the end of the day…
… our CSM team always finds new ways to strengthen collaboration with our customers. Through proactive actions and a constant pursuit of improvement, they demonstrate that apathy – which is often encountered in customer service – has no place at SELLERLOGIC.
Maximize your revenue with your B2B and B2C offers using SELLERLOGIC's automated pricing strategies. Our AI-driven dynamic pricing control ensures you secure the Buy Box at the highest possible price, guaranteeing that you always have a competitive edge over your rivals.
Audits every FBA transaction and identifies reimbursement claims resulting from FBA errors. Lost & Found manages the complete refund procedure, including troubleshooting, claim filing, and communication with Amazon. You always have full visibility of all refunds in your Lost & Found Full-Service dashboard.
