Auto-Responder Best Practices & Tips

In This Article

What is an Amazon Email Marketing Campaign?

An Amazon email campaign is an automated sequence of emails sent to your customers without any input of your own after you've set it up.

Using Rocket Reply's Auto Responder, we'll help you engage with your customers more quickly, easily, and with as little work as possible. Our objective is to minimize the amount of time spent on customer service by letting us Automate most of it for you. 

And if you write your templates and set up your campaigns correctly, you should be able to answer most customer questions before they come up!

How Do I Use Rocket Reply's Auto Responder Campaign?

You can send any combination of emails to your customers, but we suggest you start with a simple 3 email sequence. Try and A/B test different emails, especially at first, to always be improving your marketing.

Rocket Reply comes preloaded with simple  templates for our recommended 3 email sequence, but please use these more as examples for you to build on.

You should write all emails using your brand's unique voice, highlighting the fact that your business genuinely cares about it's customers and products, and add your logo and branding throughout. While, of course, always following  Amazon's Email Guidelines.

What are Customer Service Email Best Practices?

  • Keep your emails concise. Don’t be wordy unless you are trying to convey a complex idea. Needlessly dragging out your interaction with your customers is a guaranteed way to lose engagement and a customer.
  • Do not try and up sell to your customers within emails or attachments. Doing so goes against Amazon's guidelines. These emails should be about customer after care, encouraging reviews and customer retention.
  • Do NOT send unrelated content to customers with Auto Responder emails.  Anything unrelated in your email will only lead to your account being marked as Spam.
  • While writing, imagine you are talking to your best friend, rather than a stranger to help make the emails feel more personal. Studies show that emails with a more personal touch have proven to be more effective and yields better results.

What are Some Auto Responder Scheduling Tips?

Email #1 - Suggest Sending after 6 days

  • The first email you send is the most important. Schedule this email to be sent AFTER customers have received their order. The purpose of this email is to make sure the customer has received their item and is satisfied. 
  • Do not schedule this email TOO late and miss the opportunity to catch any unforeseen issues. Timed correctly and this email can turn any nightmare scenario and surefire bad review into a Five Star success!
  • Consider answering frequently asked questions (FAQs) as well as provide advice on how to use your product correctly in this email to provide value to your customer.
  • If you’re offering a free digital bonus, this email is where you want to attach it. But remember, Amazon Guidelines apply to email attachments as well.

Email #2 - Suggest Sending after 11 days

  • Your second "Follow-Up" email is to see how the users are enjoying your product. This email should articulate how much you care about them and your product. Remember, think of your audience as your friend to make this more personable and friendly.
  • The second email is also an opportunity to offer some more in-depth advice about your product and how to get the most benefits from it. Providing value in every one of your emails is essential.
  • Consider asking for customer feedback on the order and delivery process here to increase your seller rating and encourage more customer reviews. This is a great way to learn what you can do better as well.

Email #3 - Suggest Sending after 16 Days

With your last email the customer will have been using your product for a couple of weeks and hopefully will have raised any concerns with you. This email’s main purpose is for you to reach out to customers to get them to leave a positive review for your product. There are two schools of thought on how to do this.

  • Method One - Send an automated email which asks the customer to leave a review. This can be great since you can set it and forget it, but runs the risk of some negative reviews in the event a customer had a negative experience. Only use this method if you trust in the quality of your product.

    To set it up, just add this Rocket Reply Autoresponder Short Code to your Template:[+OrderNumber+]
  • Method Two -  Ask the customer to email you feedback directly. If you receive positive feedback, manually reply to their email and ask them if they could be so kind as to leave it as a review. This way you are only encouraging positive reviews for your product.