Customer Service

A well-informed customer is more likely to convert. We provide comprehensive pre-purchase customer support to optimize the buying journey. Each area of the Brandwoven team plays a crucial part in this pre-purchase support. Our Account Directors, Client Success Managers, Catalog Coordinators, creative, marketing, and logistics teams all work together to ensure your products are presented to the customer in a clear, accurate, and compelling fashion. Our Account Directors and Client Success Managers determine the strategic direction of the product line and content. Our creative team designs a suite of compelling assets along with strategies for cross-selling with comparison charts in A+ Content. Our catalog team implements the vision in the backend and addresses any listing changes that Amazon makes without approval from the brand. Our marketing team gets your products it in front of customers’ eyes organically and through paid search. And lastly, our logistics team ensures the items are in-stock and available to purchase. It takes a small village to make sure the customer experience is exceptional.

We focus on addressing customer questions before they even need to ask. If they do happen to have a technical product question, our team actively monitors and responds to those, ensuring timely and helpful responses to push them in confidently making the decision to purchase. Additionally, we integrate your manufacturer’s website FAQ’s, product details, and product navigations into our bullet points, enhanced brand content, and brand stores to create consistent and reliable information across platforms.

By focusing on clear and detailed information, our pre-purchase support builds trust with your customers, minimizes cart abandonment, and drives conversions. Whether a consumer is exploring a single product or your entire catalog through your Amazon or Walmart Storefront, we help them make informed choices that lead to long-term brand loyalty and satisfaction.

The post-purchase experience is critical to building lasting relationships with your customers. Our experienced catalog team answers all buyer messages and inquiries received after the purchase has been made and the customer has received the product. Often, this is when technical product questions or troubleshooting questions arise. Whether it’s providing guidance on what to do if a product breaks or offering tips on how to use the product, we want your customers to feel supported beyond simply purchasing the product.

After customers have received the product, we like to send strategically timed follow-up emails with product support tips, product updates, additional product offerings, or requests for reviews. We monitor product reviews daily, along with tools that automatically address negative reviews and seller feedback related to fulfillment speed so that future customers only need to focus on feedback relevant to the product itself.

By providing timely and friendly customer support, we build brand loyalty with your customers and turn them from new to brand customers (NTB) to repeat buyers.