Introduction
Amazon, a leading global e-commerce platform, spans over 200 countries and regions, owns 17 sites worldwide, and serves hundreds of millions of active users. It is a critical hub for international cross-border e-commerce transactions and a must-win marketplace for global sellers.
Sobot, as a leading customer contact solution provider, now integrates seamlessly with Amazon, helping cross-border e-commerce businesses to manage Amazon Buyer-Seller messages more efficiently through its unified omnichannel workspace. This further enhances global customer engagement and streamlines communication across platforms.
Buyer-Seller Messages + Ticketing: Ensure Timely Responses
Unlike many traditional platforms that use live chat for customer service, Amazon adopts a non-instant communication way across its platform, primarily using Buyer-Seller messages (also known as Amazon Messages) due to global time zone differences and established customer habits. Customers usually send their inquiry messages via Amazon’s Buyer-Seller messaging system, and sellers check and reply to these messages at scheduled intervals.
Although this is a non-instant communication way, response speed still plays a crucial role in shaping the customer experience. Timely responses rely on several key factors:
- Messages with different requirements need to be quickly assigned to the right team members for processing.
- As the interaction is non-instant, the system must trigger proactive reminders to ensure agents’ on-time responses.
- For multi-department collaboration, all task updates and context must remain connected and aligned in real time.
Integrated with Amazon, Sobot automatically generates a service ticket for each new buyer message. These tickets are routed to the designated members based on predefined rules, with instant alerts ensuring timely follow-up.
If the ticket requires cross-departmental collaboration, agents can either follow predefined workflows or flexibly reassign tickets to the next responsible handler. Throughout the process, all message content and previous handling records are fully synchronized, giving every agent a clear view of the full case to make informed decisions.
Sellers can also customize reminder rules for different roles, helping them process tickets in time without missing or delaying.
By combining Amazon’s Sell-Buyer messaging system with Sobot ticketing system, businesses can transform non-instant interactions into timely, efficient responses—delivering a better customer experience.
Unified Workspace: Manage Customers from Amazon and Other Channels in One Platform
Beyond Amazon, Sobot also integrates with leading global e-commerce platforms such as Shopify, TikTok, Lazada, Shopee, eBay, and Walmart—covering over 90% of typical customer interaction scenarios in cross-border e-commerce. By seamlessly connecting to independent websites, apps, and public email inboxes, Sobot’s unified workspace enables agents to manage inquiries, reply to messages, and collaborate on tickets across multiple stores and channels in one place. It significantly prevents businesses from delayed responses and missing messages.
More importantly, customer interactions from different stores and channels can be centrally managed through the unified tagging rule in Sobot omnichannel workspace. With Sobot’s OneID capability, businesses can recognize the same customer even in different channels, and record the customer’s behaviors and information under a unique customer profile, laying a solid foundation for future personalized marketing and proactive outreach.
Sobot has also integrated with major social media channels, including WhatsApp, Facebook, LINE, Twitter, and more. Plus, some traditional outreach methods like international SMS and intelligent outbound calling are also retained. This combination allows businesses to easily create automated outreaching plans via Sobot’s rule engine—streamlining both customer service and marketing .
Many e-commerce businesses have already managed to address Amazon Buyer-Seller messages directly within Sobot’s unified workspace. And Sobot will continue to expand integrations with major global communication channels. With robust multilingual and multi-time-zone support, Sobot empowers international businesses to manage customer interactions with ease—freeing up valuable resources to accelerate global expansion and capture more opportunities.
If you’re an Amazon seller or looking to streamline global customer contact, have a free trial today at Sobot. We’ll help you tailor specific customer contact solution that fits your business best.
FAQs
Can Sobot omnichannel solution be integrated with Amazon or Walmart?
Of course!
Sobot omnichannel contact center platform can be integrated with both Amazon email and Walmart email. We also support product free trial , you can click on the online consultation at the lower right corner to apply for a demo meeting .
Can Sobot be integrated with social media like WhatsApp, Facebook and Line?
No problem.
Sobot integrates with major social media such as WhatsApp, Facebook, Line, etc. If customers communicate with you from these channels, all messages can go into the unified agent workbench.
You can also reach out to your customers proactively through these channels.
Can Sobot omnichannel solution be integrated with AI capacities?
Great question! It’s another core value of Sobot omnichannel contact center solution.
Sobot omnichannel contact center solution can be integrated with AI:
1. Chatbot & Voicebot : With mature NLP technology and the latest LLMs, Sobot can provide multi-channel and multilingual support for online and voice contact.
2. AI Copilot : Sobot solution empowers agents to efficiently and accurately complete common tasks such as customer response, service summary, and ticket creation.
3. Rule engine & automation: Imagine you can set up multiple sets of rules and have them efficiently executed in different situations and stages of customer reception and marketing.
4. Data analysis and statistics: AI can also help you understand your customers and manage your team faster and more comprehensively!
For more applications of the AI-omnichannel solution integration, please feel free to talk to Sobot.
