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Services
We're a team of U.S. native English speakers
Being local matters. We relate in an instant to what an offshore team may think is being too fussy or not really understand
You have a dedicated Account Manager plus a Support Manager who covers when they're away
No need to worry if your VA is off work...or leaves!
Total peace of mind...365 days a year
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Customer Messages
Respond to all customer messages
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Product Replacements
Manage complaints and send replacements
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Returns & Refunds
Followup customers to find out why
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Low Star Reviews
Research all low star product reviews
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Seller Feedback
Contact customers & manage appeals
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FBM Refurbishment
Monitor returns refurbishment
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Amazon Answers
Research & respond to questions
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Help Desk
We’re a well connected team of ecommerce experts!
If you're working in your ecommerce business every day, then it's just another job...
Want to cut your low star reviews & returns in half?
Fill in your details and let's get onto this right away!
U.S. Native English Speakers
If English is not your first language, then it is unlikely you will pick up on the subtleties that can make the difference between replying with empathy and understanding vs simply getting it wrong. Most customers get in contact over a problem so you need problem-solvers, not template copy-pasters!
Managing customer relationships is not about the quality of your English, it's about your comprehension...
It's not realistic to assume people from Asia or other low economic areas can effectively solve problems just because they can speak English. Sure, they do some great work and we admire them for what they can do.
Our team are all US native English speakers. All have been on the planet a while, best described as more mature, stay-at-home people looking for part-time work around other commitments. Many have great business backgrounds but they have stepped out of the full-time workforce. They want to keep their brain engaged but only have a few hours a day available.
(Do you know anyone who may like to join our awesome team? Please introduce us!)
About Us
We began selling on Amazon in 2014 and used to outsource offshore. However, we found small misunderstandings lead to larger problems. While we managed to work around most issues, we ultimately realized just how much time we were spending to keep our outsourcing on track.
It was clear to our customers that we had outsourced them - some of the replies from our outsourced admin staff were just wrong. Ultimately, some comments came through on our product reviews that were very damaging and impacted sales.
None of this was the fault of our offshore workers. We admire them for what did when they have absolutely no cultural awareness apart from what they read in a training manual. Their English was very good but you need to be able to read between the lines and to be confident in engaging with customers.
So, we took it all back and focused on finding someone who could understand the underlying tone of messages and reply appropriately. In 2016 we started managing a business colleague's account and then word of mouth saw several more. By 2017 this had turned into a business so we branded as ZonSupport and formally launched the business. Over time we have gathered an awesome team of US native English speakers that continues to grow so we can serve new clients.
In November 2019, we expanded our service to look after customers on other e-commerce platforms, starting with Shopify. We now manage Walmart, Click Funnels, and Ebay...the list continues to grow.
All need awesome Customer Care so are a natural fit with our Amazon origins.
Frequently asked questions
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Where should we start?
It really depends on the current pressure points in your business. Do you have a flood of customer emails you need to manage? If you’re on Amazon, has your Feedback score fallen and affecting your Amazon performance and of course buyer confidence. Are you having challenges with Shopify, Click Funnels or other e-com platforms that are impacting your customer satisfaction levels?
We suggest you make a list of your priorities and get in touch for a chat.
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How do you charge?
We charge a one-time setup fee and then apply a daily service charge based on your needs. Our staff have significant experience and it will surprise you how much we can get through with a real focus for 30 or 40 minutes a day.
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How do you reply to our Customer messages?
If you’re on Amazon, you give us limited access to your Seller Central account. We monitor your messages and respond using agreed base templates plus free flow commentary so we sound just like you.
We also work on Shopify, Walmart, Click Funnels and other e-commerce platforms. The list continues to grow so reach out to us for all your e-commerce customer support needs!
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How do send out products on our behalf?
You give us access to your inventory. As customers write in regarding any breakage on delivery or other product problems, we send out replacements as per the policy we agree when setting up your account.
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How do we know what is going on with our business?
We have a real time report you can access 24 hours per day. This enables you to see what actions we have taken in each of the areas we are managing for you. If we see something unusual or a pattern developing we will alert you of course!
Client Testimonials
Greg and his team are sensational! They take the headache out of the admin side of my Amazon business - the bit I dread most! ... leaving me free to focus on the bits of the business that I am best at.
For me ZonSupport was the missing link in having an automated online business that could operate effectively without my daily input.
Amazon Seller, Toys & Games
These guys know what they’re doing. Everything you do on Amazon is so public and ZonSupport have guided us through managing our keywords, our customers, product complaints and now working to turn a negative review into a raving fan. Sure takes the worry out of starting an Amazon business! Highly recommended.
Amazon Seller, Home DécorFinally found the best help!
We run a large scale Amazon business with over 40 product variations. Being introduced to ZonSupport has changed the way we now do business. We have already expanded into new markets knowing they are there to keep it all on track behind the scenes. Their Hijacker service is truly global - we had no idea just how much our brand was being put at risk and how brazen some of these sellers can be.
Amazon Seller, Sport & OutdoorsWe sell across US and UK and thanks to ZonSupport we are now cross listed into EU with full translations. Just one of the many things we knew we should do but were too busy managing the day to day. Since working with Greg’s team we have had a couple of off the grid breaks as well. This is the freedom we always expected when launching on Amazon a few year’s ago but could never enjoy.
Amazon Seller, AutomotiveIf you’re looking for a safe pair of hands to truly manage your Amazon business, give these guys a call. We also use their Keyword service, another check we know is so important but often missed.
We had a run of low star reviews and it is so helpful they cover these as well. We seldom replied as just never got around to it. They never miss and always seem to find a proactive reply.
Amazon Seller, Health & Personal Care
We are so new, just launched! What can I say, just getting set up with ZonSupport was a huge relief. They have already shown us so many smart ways to run our Amazon business. The best part for us is they are our go-to. If we need to know anything they have all the answers. We spent so long with Seller Support on our journey and often ended up more confused than before we asked for help. All our stress has gone as we know these guys have our back. Get in touch today is what they say. You should!
Amazon Seller, Kitchen & DiningEVERY TIME A New Client Joins WE MAKE A LOAN THROUGH KIVA
