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Q3's global sourcing model gives the maximum benefit to customers in terms of cost savings, improved quality, access to highly talented professionals, flexibility of operations and reduced time to market.

Company Profile

Client has an online shopping portal with the world’s biggest selection of books. It carries over 1.5 million titles. In order to sell the 1.5 million titles, client has created various "online storefronts" on websites such as Amazon.com, Ebay.com and Abebooks.com. These websites have an enormous client base which allows smaller, reputable businesses exposure to more buyers and gain overall exposure in the online shopping segment, while providing their own customers the opportunity to shop at the best price.

Business Situation

• The business requirement of the client was to provide customer support to the customers of world’s biggest online marketplace i.e. AMAZON.com.
• Amazon.com is a business associate of the client. The client’s inventory is listed on Amazon and orders from Amazon come to the client for fulfillment. These orders are to be effectively executed and shipped to the customers.
• As Amazon is the market leader, its association with the partners is based on strict procedures and guiding principles.
• In order to provide Amazon customers with a good customer service experience, the client needed a responsible and mature Customer Support team for its operations with Amazon.

Solution

• Q3 Technology came up with exactly the same within a very short span of time. Q3 constituted a CS team with specified hierarchy to attend the various issues of the Amazon customers as well as the Amazon customer support. We at Q3 take care of 4 client accounts on Amazon.com.
• One very significant area of our support to the Amazon customers is to address the customer claims on Amazon.com. In turn, Amazon files those claims with us to hear back from us. This is a crucial aspect where any inept handling may result in financial penalty to the client from Amazon.
• Since Amazon is very strict with the ratings of the sellers listing their inventory with it, we are always striving to keep them as high as possible. We look into the negative feedback received and our approach is to convert the negative feedback to positive ones and thereby increase the client’s ratings and sales. This in-turn helps the client in getting more orders and business opportunities.
• The Amazon customer service is extended to the Amazon US, Amazon Germany, Amazon UK and Amazon Canada.
• Q3 also keeps a track of any new seller programs being offered by Amazon.com and keeps the client updated about all new activities taking place at Amazon.com.

Benefits

• Improved ratings of the client on Amazon.com
• Strict adherence to the policies and rules laid by Amazon.
• Escalation of issues taken up with Amazon.com
• Customer claims are effectively handled.