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Amazon Tests a Paid Customer Support Model

Amazon is testing a paid customer support model. For small sellers, it may sound ridiculously expensive at $400/month, but for larger merchants, that may be a small price to pay for help to resolve problems that impact their business.

Amazon announced the initiative to attendees of its recent Women’s Entrepreneur Conference in Seattle. Amazon followed up with sellers after the meeting, also letting them know about another program called the Accelerated Learning Program (ALP), which is a 60-minute personal coaching session with an Amazon expert.

Merchants interested in the ALP program can choose from three topics: “Basics of Selling on Amazon,” “Fulfillment by Amazon,” or “Advanced Listings.” Sellers also receive a free 30-minute follow up session “to reinforce your knowledge.”

The customer support program is called Seller Support Plus (SS+) and offers sellers a single point of contact known as a Seller Success Manager. “For a monthly subscription fee of $400, you will be able to escalate important issues to your Seller Success Manager for advanced troubleshooting and time-critical resolutions. By understanding you and your unique business, the Seller Success Manager will seek to remove persistent technical barriers and offer coaching opportunities during the course of your escalations.”

What do you think of paying for dedicated customer service, and how much would you be willing to pay?

Comment on the EcommerceBytes Blog.

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Ina Steiner
Ina Steiner
Ina Steiner is co-founder and Editor of EcommerceBytes and has been reporting on ecommerce since 1999. She's a widely cited authority on marketplace selling and is author of "Turn eBay Data Into Dollars" (McGraw-Hill 2006). Her blog was featured in the book, "Blogging Heroes" (Wiley 2008). Follow her on Twitter at @ecommercebytes and send news tips to ina@ecommercebytes.com.