E-commerce brand boosts Amazon sales with Otonomee

The Challenge: Managing High-Volume Interactions and Maintaining Seller Reputation on Amazon

A global e‑commerce brand struggled with high‑volume customer interactions on Amazon during peak periods, leading to delayed responses, rising negative feedback, and a declining seller rating. Compliance with strict Amazon seller policies and handling complex enquiries across multiple touchpoints increased the risk of penalties, account issues, and lost selling privileges.

The Solution: Comprehensive Amazon Support and Performance Optimization

A customised Amazon support programme combining policy compliance management, end‑to‑end customer service (email, chat, public comments) across enquiries, returns and refunds, and data‑driven KPI tracking to optimise workflows and performance. Outcomes included improved feedback ratings from 75% to 86% and “Voice of the Customer” scores at Good or Excellent across listings.

“Otonomee helped us turn our Amazon operations around. Their proactive approach has made a big difference as they managed not only to reduce negative feedback but also to strengthen our overall seller performance.”