Augustas Kligys :

Welcome back to Demo Mondays. Demo Mondays is video series where I invite different Amazon software creators, and I ask them to present their product just like this on the screen. And today my guest is Feedback Five. Feedback Five is presented by Louis Mizelle. Hello, Louis.

Louis Mizzell:

Hey Augustus. Great to speak with you today.

Augustas Kligys :

Yeah, it’s nice. We did with you a video, the same kind of demo about two years ago, and today it’s a refreshed view of feedback five, but before we go into the demo, could you please tell us what is your software about and how does it help Amazon sellers?

Louis Mizzell:

Sure. So feedback five is reputation management software for Amazon sellers. We’ve actually been doing this since 2009, kind of the first solution like this in this space. And specifically what we do is we make it easy for sellers to automate feedback and review requests, to get more feedbacks and reviews, and also help them proactively monitor those feedback and reviews. So, you know, if you’re a seller that, that needs more feedbacks, more reviews, you need to stay on top of your reputation on Amazon and also if you need to do that while maintaining compliance with all of Amazon policy, then feedback five is going to give you a lot of value.

Augustas Kligys :

Perfect. And can you tell us what kind of Amazon sellers are using mostly or what is the best fit?

Louis Mizzell:

Yeah, as you know getting more reviews, getting more feedbacks that is a universal need across all seller types. Our features and our plan levels they scale really well from, from the smallest Amazon sellers, all the way up to supporting some of the largest sellers on Amazon and global brands. You know we’ve seen that brands really do have a lot of success with our software, especially those that are, that are moving over new products on to Amazon, or are kind of just starting their business on Amazon. You know, these are new listings. You need to get that critical mass of reviews to start showing up in search results and getting sales. So we really meet that user case really well. And also the same for resellers. You know, you need a good seller feedback rating in order to win the buy box. And so to establish your seller rating and also to maintain your seller rating we provide a lot of value there. We even provide value for brands that are there even just on vendor central. A lot of our customers like to solely use us for the product review monitoring features. So depending on your needs, we’ve got features that will give you value.

Augustas Kligys :

Sounds good. And then finally, before we go into demo, can you tell us what kind of marketplaces are you covering in which countries?

Louis Mizzell:

Yeah, so feedback five is currently live in 15 marketplaces. We just recently launched in Netherlands, Brazil, United Arab Emirates, Turkey and Singapore. So that’s all four of the North American marketplaces, nine of the marketplaces in Amazon’s Europe region, and two of the marketplaces in Amazon’s Far East region. So, you know, if you have a global Amazon business and you’re in multiple marketplaces, we can definitely meet your needs.

Augustas Kligys :

Great. So you are probably the oldest, this type of tool, and you are, I can imagine you are the most spread tool among the similar softwares available. So let’s jump into the demo of Feedback Five, and let’s see how to use your software

Louis Mizzell:

Today, what I’m going to do is just kind of go over in high level, the different features and sections of the tool. And then I’m going to kind of dive in and highlight a couple of the new features that we’re excited about. So currently you’re here on the dashboard and you can see that, you know, you get a nice overview of everything that you want to stay on top of as a seller monitoring your reputation. So your recent feedbacks, product reviews, orders, emails, and sales. So a nice overview of everything, all of the activity that’s been going on in your account. The next section is emails. And so this is where sellers go to automate feedback and review requests. And I’m going to jump into some more detail later, but I’ll just give a quick overview. The campaign section is what you do to determine when these requests go out and for exactly which orders and products. Templates is where you go to determine the actual content of the message. The scheduling page is going to show you all your orders and let you know exactly when the requests go out for each order. And the exclusion page is where you go to set up certain rules to exclude certain order types from the requests. The orders page, and this is a little bit of a newer feature that I want to also cover in more detail. This is where you go to get key sales metrics for your business very quick at a glance way to view key metrics on your business to stay on top of everything that’s going on with sales orders, refunds, and that sort of thing. The feedback section is going to have all of your feedbacks from the last 90 days and helps you search filter and export that data. Product reviews, this is where you go to set up product review monitoring. So if you want to follow certain Asians and get notified of those reviews and see all of those reviews for the last 90 days this is where you go to get a good analysis and, and read out of all your product reviews. The alerts page you can set up either email or text notifications for product reviews or seller feedbacks. And one of the things that we just recently added is the ability to get alerts for positive product reviews or positive feedback. So if you want to get alerts on all of your feedbacks and reviews, just negatives, just positives and if you want to do it for text or email, you can configure all of that there. The store settings page. This is where you go to manage your connection with Amazon, so that we can get all of this data for you and also where you go to set up users. So all of our paid plans, you can have unlimited users. So you go there to, to add new users and manage whether or not you want those new users to receive alerts and that sort of thing. 

And finally, the help center. I want to actually talk about this. This is almost a feature in and of itself. We have just a huge and amazing customer success team at Feedback Five. And these guys are not only experts in the software. They’re also experts in Amazon. They’re talking to Amazon sellers every day. They understand Amazon compliance. So I’ll just kinda jump real quickly into our help center, give you a quick overview of that, because I do think it’s really important. So you see here, we just have tons of content on getting started frequently asked questions. We have a whole section here on, on Amazon policy and all of the different email features. So lots of different content and if that is not answering your question, you know, we have this quick chat area. So if you’re in business hours of the United States, East Coast 9-5, Monday through Friday, throw a throw a chat in there, and our team will get back to you almost immediately. Any time outside of business hours that you want to contact us, you can just click here, describe your issue and we’ll be back to you within a business day. So anyway, just wanted to highlight that a lot of our customers, you know, they highlight that as one of the best features of our tool. We’ve also got all of this content in Chinese and we’re kind of continuing to build out the international aspect of this and supporting different languages. Cause we, we know that our customers are global and have different language needs. So just wanted to kinda touch on that. So that was the kind of quick whirlwind view of Feedback Five. I want to kind of jump into the Campaigns page to talk about a new feature that that we’re excited about. So if you’ve been familiar with Feedback Five, you know, we’ve always had two default templates, the seller feedback request and the product review requests and these campaigns and templates are sending requests to buyers through the buyer seller messaging system. 

So one thing that we’re really excited to share is this third default campaign and template. And this is sending requests through an entirely different system. This is sending a request directly from Amazon to your buyer. I’m sure a lot of folks are familiar with the request to review button. So this is using the exact same messaging system. This is the exact same thing as clicking that request to review button, but it’s doing it in an automated way. So if you sign up, once you get your orders all connected and you’re importing orders into Feedback Five, all you have to do is just a single click activate this campaign and feedback five will start submitting these official Amazon requests to your buyers. So this is super powerful. You know the request to review button is awesome. We’re super excited that Amazon gave that option to buyers, but the trouble is you have to go to Seller Central, you have to go to the Manage Orders page and go down each and every one of your individual orders click into that and then click that button. So, if you’re getting a hundred, maybe thousands of orders, that’s just not scalable for your business. So this is a great way to leverage that, but to do it in an automated way. So you don’t have to, you don’t have to think about it, just set it up once and you’re done.

I want to talk about the message itself that Amazon is sending out. This is what it looks like. So it includes both a seller feedback request and a product review request. It’s going to have your store name, it’s going to have a picture of the image and these star call to actions. So as soon as the buyer touches one of those star ratings, it’s going to take them to that page with that rating submitted. So this is a great message that Amazon is sending out. I do want to touch on some of the benefits. One is Amazon, they have all the data on buyers and so buyers can set their preferred language when they’re shopping on Amazon. Amazon knows that preferred language, and they’re going to send this message out in the preferred language of the buyer. Amazon also, has all the data on the buyers, open rates, click rates, whether they’re submitting reviews and feedbacks. Amazon cares a lot about getting more reviews. So they’re optimizing these messages for those conversion rates. So, you know, this lifts a lot off of your shoulders as a seller, you no longer have to worry about, am I sending the most optimal message is my subject line good? Is my call to action great? All you have to do is just activate this campaign, have these Amazon requests go out and you know, that you’re going to be sending a very optimized message. And the third and really great benefit is that since Amazon is sending this message, you know, that these are going to be 100% compliant with their policies. I’m sure that some sellers out there have heard of these seller messaging restrictions, Amazon’s gotten a little more stringent on enforcing the seller communication policies. 

So, if that’s something that concerns you at all use this template and you no longer have to worry about whether or not your messaging is compliant with Amazon. And so, you know, this is the default campaign. I do want to touch on the fact that with Feedback Five, you have options, to really configure this request in a lot of different ways. Even though you don’t have control on the message, you’ve now allowed Amazon to completely control the message. You can control when that message goes out and you can also control for what orders it goes out. So Amazon allows you to send these requests anywhere from 5 to 30 days after the delivery date. So you can determine exactly what day you want it to go out. And also what hour of the day you want to go out with Feedback Five and also you can determine for which order. So maybe there’s certain products that you want to exclude from that maybe you don’t want to ask for reviews for certain products, so you can set all that up and you can even have different timing for different products. 

And there’s one product where you want to give the buyer a little time, send that out maybe 25 days after delivery date, and then there’s other products you want to send that out immediately. So you can, you can still configure these campaigns, in a lot of different ways and set it up so that it’s optimized for your business. And you can also, maybe there’s certain products where you still want to send a branded message. You know, we have plenty of our customers that are still sending these buyers, seller messaging requests and having a lot of success. So certainly continue to use those. If that’s working for you or maybe kind of mix and match, maybe there’s certain products where you want to send some instructions or you want to send a branded message with certain products and then the rest of your products, you want to send out that Amazon request. So that’s all possible with Feedback Five and it’s been something that our sellers have had a lot of success with. 

The next feature I want to touch on is, is these orders pages. And so I’ll, I’ll click in and you’ll see, as soon as the page loads, tons of different sales key metrics at a glance. So what we’re looking at now is in the last seven days, our total orders, the percent increase from the previous seven day period sales units and sales per order. You also see a nice line graph of your orders, comparing the last seven days to the previous seven day period. And I can bump that up to see up to 150 day view of my orders. I can change that metric to sales and the graph is going to update. So just at a click, I’m able to view all these different metrics. And we also kind of summarize what’s going on with these metrics here below. So for sales, I can see, okay, over the last 30 days, what’s my average day looks like around 29,000. What was yesterday? Yesterday was a good day. It was at 36, over the last 30 days, what was my best day? That was July 19th, that’s at 49,000. And what was my worst day, that was August 4th, at 18,000. So a really great summary of your sales. You can also see this in table form. And we provide lots of different metrics like refunds, repeat buyers, multiunit orders. This can be downloaded, in a CSV. So very powerful sales statistics at your fingertips and also by product. So we’re going to immediately sort all of your products in terms of highest selling. So you can quickly see in the last 30 days, what are my top selling orders, and then you can filter and look at the line graph just for that SKU and see, okay, what does it look like for the sales of this SKU over the last 90 days? So super powerful, mind, you know, just want to kind of touch on some of the insights. Maybe you’re looking at your product line and you’re thinking, okay, do I need to change anything with my listings? Do I need to maybe drop some SKUs, so you could look at over the last, I’ll go to 30 days, what does refunds look like? 

Okay. So I’m looking at my refund rates for orders from the last 30 days. And when I’m scrolling through, I see these wireless Bluetooth speakers, three of the last four orders have been refunded. So, that’s clueing me into something that maybe I should drop this. This is not really working here. So you can, you can actually click in and go from the order view down to this specific order data. So I’m looking at those exact four orders. I’m seeing that three of those were refunded. If I click in this will take me directly to that order in seller central. So I can immediately go in and take action and see what’s going on with my business. 

And so those are kind of two of the newer features that I wanted to highlight today Augustus. And one thing that I want to stress to everyone that’s watching, if there was something that you were hoping that I would go into, you’re hoping to learn more about, please reach out to us, contact our customer success team, and they will set up an account review and they will go over everything, explain anything that you’re unsure about, make sure that everything with your account is completely optimized and also make sure that everything you’re doing is 100% compliant with Amazon. If you’re not yet a customer, I would also encourage you just to sign up. We have a great free trial period, and actually, we have a promotion for Demo Mondays. 30 day free trial, give you plenty of time to try everything out, and make sure you’ve got everything set up. So just encourage everyone to give it a try if there’s something that, you want to kind of look at it a little more.

Augustas Kligys :

All right. Thank you very much. It’s nice to see how Feedback Five really revamped all the design and user interface. Everything is clear and in big numbers. But I would like to know if you’re planning anything to release new features for the Amazon sellers in the next few months.

Louis Mizzell:

Yeah, absolutely. So I’m fortunate to work with an amazing team of developers on Feedback Five and every day we’re working to update and enhance the tool. One of the things that we’re we’re currently focused on right now is just providing better analytics in the tool, especially around these new official Amazon requests. When I talk to sellers that are using this feature, that’s one of the biggest pieces of feedback is they don’t quite get the visibility into these messages that they had with buyer seller messaging requests. They aren’t able to see open rates. That’s simply because Amazon is sending these messages and Feedback Five, can’t see whether these messages are being open. So they’re not getting open rates. They’re not getting replies to the message. So the feeling for them is just, they have a lack of visibility there. We know that these requests are working and I want to kind of share something in a little bit, but the point is to make sure that the tool is showing that to sellers as well. 

So we currently have good email analytics and we have good product review analytics, and we have good order analytics. But you start to see really great insights when you combine all of that, so that you see your reviews and your requests and your orders all together. And you can kind of put together the piece of the puzzle that, okay, these requests are bringing in more reviews and these are bringing in more sales. So yeah, that’s a new set of features that we’re really excited to start rolling out. And yeah, I just want to share this visual real quick about just the effectiveness of these reviews. That’s something that sellers have asked and internally at ecomengine folks you’ve said are these working? And so I pulled a random sampling of about 1200 sellers and I looked at it and these are sellers that have recently within the past couple of months started using, these new Amazon requests to review messages. 

And I looked at all of the reviews that they’d been getting and kinda oriented them on the graph in terms of days before and after Feedback Five activation. So before they activated the campaign to send these requests, then after, so you can see prior to activating the campaign, they’re getting a nice, steady average of reviews. But as soon as soon as the campaign is activated, see this enormous spike in the reviews on day one, and it dropped down a little bit, but it leveled off at a rate that steadily higher than before. So these are absolutely bringing in reviews. The reason there’s that spike on day one is because, you can only send these requests for orders between 5 and 30 days after delivery date. And so if you haven’t been sending these requests, you have a large amount of orders that have built up that are eligible for request. So typically what will happen is you’ll activate the campaign and on day one, a lot of requests will go out and then as your campaign kicks in and orders start rolling in you kind of level off at a steady pace of requests. So what we’re seeing is an average of a 41% increase in product reviews, which is just amazing. You know, this is a great effective email message from Amazon and really everyone should be sending these requests. So this is something that I want to highlight because if you’re an Amazon seller, maybe you don’t have time to monitor all your reviews and do this analysis and see whether or not it’s working. So it might not be apparent to you that these requests that are going out are really making a difference, but I promise they are. And that’s what we want to do inside Feedback Five is just make it a little more obvious to the sellers that this is actually working.

Augustas Kligys :

Great. And also, could you please give us an overview of Feedback Fives pricing, just to get an impression of how pricing is affected by different marketplaces and by different number of emails sent.

Louis Mizzell:

We are covering 15 marketplaces and our plans do allow for an individual account to cover multiple marketplaces. Our Pro Plan includes two marketplaces. Our Enterprise Plans include five marketplaces and our free plans include just one marketplace. But if you want to add additional marketplaces, it’s just $10 a month. So I’ll go over our plans real quickly. They’re oriented by monthly emails and our most popular plan is the Pro Plan. So for $29.99 a month, you get 1500 emails. As I mentioned, you can follow two marketplaces and you get up to five free ASINs for review tracking. We do have a free plan, that’s going to give you 50 emails a month, one marketplace, and two free ASINs for review tracking. Our enterprise plans go all the way up to a million emails a month and include 10 free ASINs for review. So lots of different plans to kind of cover all different seller types. Then we also provide separate product review monitoring plans. So if you have the pro plan, maybe those five free ASINs, aren’t quite enough to follow everything in your catalog. So you can follow 5o ASINs for only $10 a month. And it goes up from there.

Augustas Kligys :

Thank you very much. And final question. Do you have any offer for Demo Mondays viewers today?

Louis Mizzell:

Yeah, absolutely. So we have a link that Demo Mondays users can follow to get a 30 day free trial. So normally our trial period is 14 days but your users can get a 30 day trial period. That should be plenty of time to give our tool a try and see all the different features. I would encourage users to sign up. And when you sign up, please don’t hesitate to reach out to our customer success team, schedule an account review. You know, they’re a great resource for you as you’re just getting started to make sure that everything is set up and that you’re doing everything to optimize your Amazon business.

Augustas Kligys :

I left one, there is a personal interaction with a software tool. It’s not only just, you’re talking to robots or artificial machines. Thank you very much, Louis. Yeah, it was great to have you here. It was nice to see the updated Feedback Five and thank you very much and good luck in your business. Bye bye.

Louis Mizzell:

Absolutely. Thanks so much, Augustus, better pleasure.