Amazon sells products on its site 24-7. As an independent Amazon seller, how do you maintain and manage communication with your online customers after a sale, in a timely fashion, and still enjoy a balanced, personal life? One way is to employ automated, sequenced emails.
Using Helium 10's Follow-Up tool, you can create, organize and schedule emails to your Amazon buyers, enhancing your customer support, and saving yourself time.
Amazon has established strict Terms of Service (TOS), dictating how sellers can use email to interact with customers when selling products through Amazon. Fortunately, you can use Helium 10's email tool Follow-Up to reach out after a sale: 1) to confirm the sale and shipping of your products; 2) to survey customer satisfaction about your products and service, including asking for a review; and 3) to answer customer questions about your products. Ultimately, these emails show customers you are responsive and attentive to their purchasing experience. Follow-Up automates email engagement with your customers, while helping you adhere to Amazon's TOS.
1. First, ensure you complete all the steps to 1) link your Amazon Seller Central account with your Helium 10 account, and 2) add the Helium 10 Follow-Up email addresses to your authorized messaging section on your Amazon Seller Central account. If you've already done these two actions, skip ahead to step two.
2. Sign into Helium 10 and click on the block icon in the top right corner of the dashboard to access the link to Follow-Up. Click on Helium 10 Follow-Up.
3. The central portion of the dashboard is dedicated to giving you key data at a glance. The left menu bar links to all the tasks within Follow-Up like managing your products, customers and setting up email automation. The upper left section shows how many emails have been sent for the month, and has a link to video tutorials on Follow-Up. The upper right section has pull-down filters for marketplaces and time ranges.
4. If you sell in multiple markets, you can filter results by country. Simply click on the Marketplace drop-down menu in the upper right corner of the dashboard. The markets for which you've activated tokens should appear in the options.
5. You can also filter by dates. The far right drop-down menu lets you control dashboard data results for today, yesterday, the last 7 days, the last 30 days, the current month, and the previous month.
6. In the upper left corner, Follow-Up helps you easily track the number of messages sent so far for the current month, the number of messages you have remaining, and the length of time left before your monthly quota resets.
7. Follow-Up's central Sent Messages Summary section tracks important information about your email actions within the date range you've selected from the drop-down menu on the upper right side of the dashboard. The first box lets you know how may emails you've sent. The second box reports how many emails are being sent, on average, compared to the number of shipped orders. The third box reports on the percentage of opened emails; some customers do not open all their emails. The fourth box notes the percentage of customers who have opted out of receiving emails from Amazon sellers altogether.
The line graph visually color-codes and charts the data located in the boxes, with some additions. The line graph also shows representation of the number of shipped orders, the number of queued emails, the number of cancelled emails, and the number of undeliverable emails, or emails that received an error message. A color guide for the lines is located at the bottom of the screen to help you read and understand the graph.
You can also place your cursor over the graph and a window with the data appears as a numbered list.
8. Follow-Up lets you print reports from the central section as well. The small, stacked lines on the left side of the line chart activate a drop-down menu with options to print or save reports. Simply click on the stacked lines to open the menu, and click on the option you want.
9. The left side menu gives you access to the primary features of Follow-Up, including the tracking of orders and products, and to the email templates and automation. To access a feature, simply place your cursor over the bar and the tools pop out. Click on the link to the feature page you want see.
10. The Orders page in Follow-Up lets you see all the orders Amazon has in its system for the account that you've linked to Helium 10. Let's look at an empty screen first to explore the various filters.
11. Follow-Up lets you set the date ranges for the data displayed using the two (start and end) dates. Keep in mind that the date ranges are set up in month-day-year format because Amazon's head quarters are based in the U.S. In fact, all time and date-related components in Helium 10 are based on the Amazon headquarter city's clock and calendar settings (Seattle, Washington, U.S., PST), even when the marketplaces are in other time zones and countries.
12. If you want to filter your results based on the status of the email orders, use the third drop-down menu. You can filter for which product orders are queued for emails, which have had emails sent, and which orders' emails were opened by customers. The cancelled orders filter lets you review only the emails you manually suspended before they could be sent.
13. You can filter which marketplaces you want to view email orders for by clicking on the fourth drop-down menu, Marketplaces. In order for a marketplace to appear as an option, you must have activated it for Follow-Up. If one is missing, be sure to check your account authorizations.
14. Sometimes, you are only interested in seeing the most recent orders. The page limit filter on the Orders page allows you to accelerate the time it takes to return results, especially as your backlog of sent emails grows. It takes less time for Follow-up to pull the last 10 pages of results than it takes to pull 100 pages of results.
15. The last element of the top menu is a traditional search field. This function allows you to search for a specific customer by name or a specific product.
16. When the account is populated with email orders, you'll see additional data and options. Follow-Up displays the customer's name and shipping information, the order number, the shipping status, the product and how many were purchased, the price of the product when purchased, along with the ASIN and SKU numbers.
17. The search field in Orders helps you locate orders related to a specific product or a specific customer. Just type the name into the field and click the magnifying glass button. Follow-Up will filter the list to only include orders matching the search term.
18. When you check a box next to an order, Follow-Up lets you act on that order in one of three ways: you can manually email the customer, or you can clear the order from the email queue, or you can blacklist the customer so they don't receive any new emails from you.
19. If you blacklist a customer, Follow-Up will ask you to confirm the action.
20. When you click the blue Blacklist button, the order is moved to the Blacklist page. You can restore a customer's order back into the queue at any time by going to the Blacklist page and clicking on the X icon on the left side of the item list.
21. Below the Orders tab in the left menu, you'll find the links to the Automation and Email Templates pages. The first time you open the Automation window, it will appear blank because you don't have any saved work yet. Once you create or modify an existing template and save it, the email template will appear in the main Automation window.
22. On the Automation window, you have a variety of filters to manage which email templates appear on the screen. The drop-down button filters for template status.
23. The second drop-down button allows you to choose which email templates you can see, depending on the way you have saved and tagged each template. For example, you might tag emails by one specific product. This button allows you to filter to show only templates tagged for that product.
24. You can also filter email templates by where they appear in the order timeline. The third button on the top offers the options of refining the list for all emails, or limiting it to orders in which emails have opened, or by orders shipped, delivered or refunded.
25. As on the main Follow-Up page, you can limit the number of pages of results, or search for emails using a search term.
26. Finally, the gold New Automation button allows you to create the emails you need to communicate quickly and systematically with customers, from the time of the original order through to delivery satisfaction.
27. Located directly under the Automation link in the left menu, the Templates link takes you to the window that houses all of your email templates. Helium 10 provides you with a series of basic templates to help you get started. But, you can create one from scratch or easily copy and edit the sample templates to suit your needs.
28. To copy and edit an existing template, simply hover your cursor over a template you want to start with, then click the button for the action you want to do, Preview or Copy.
29. When you click on Preview, a new window pops up with the contents of the email template.
30. When you click on Copy, Follow-Up opens the Template Editor window. Here you can edit or revise the basic sample and then save your personalized version to use with your own products. Click on the blue Back button in the upper right corner to return to the Templates window.
31. Back on the Templates page again, you can click on the gold New Email Template button in the upper right corner to type a completely original email. It opens up a three-paneled screen ready for composition. The first panel contains the Amazon-approved coded tags that will allow your email to be personalized to your customer's name and the specific product they purchased. The central panel is where you type and embed the coded tags. The third panel previews what the email will look like once it's sent.
32. Under the Email Templates link in the left menu, Follow-Up gives you access to a list of your products. Here, you can see the key details about the products, and create Short Names for the purpose of making your emails more elegant and less wordy.
33. Because Amazon product names can be long and unwieldy (to make them easy for search engines to find), it's important to shorten their names for the sake of readability inside your customer emails. Follow-Up lets you assign a Short Name for each product you sell on the Products page. A Short Name is easily incorporated in Follow-Up on the Products page. On the line below the long product name, type in exactly the product name you want inserted in any related emails.
34. The Blacklist page stores the names and details of any orders and customers for whom you manually suspended email automation.
35. The last link in the left menu opens up your Settings area in Follow-Up. Here, you can set up where you want your test emails to be sent, and whether you want Helium 10 to automatically blacklist emails for refunded orders.
To learn more about using Follow-Up, check out Helium 10's videos by clicking on the LEARN icon, located next to the page heading.