Automate Amazon Customer Emails. The Easy Way — Daniel Boross | How AI Simplifies Complex Support, What Makes AI Replies Sound Human, How Sellers Customize AI Responses Per Product, Why AI Support Removes Language Barriers (#368)

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In this episode, I am joined by Daniel Boross, Co-Founder and CEO of Fluvi.com. Daniel shares his journey from running an iPhone repair business to building an AI-powered solution that helps Amazon sellers respond to customer inquiries quickly and effectively.

Tune in to learn how automation can save time, improve response quality, and streamline your support process.

Watch this episode on Youtube: https://youtu.be/nPL3TvFhwEI

Topics discussed in this episode: 

• How a phone repair shop became a thriving Amazon business. 
• What happened when competitors used fake reviews as weapons. 
• Why 50+ daily customer support emails needed a better solution. 
• How Fluvi's AI turns complex support into one-click responses. 
• What makes AI responses sound personal, not robotic. 
• How sellers can customize AI responses per product. 
• Why language barriers don't matter with AI support. 
• What the credit system looks like for using Fluvi. 
• How much time sellers save using AI vs manual replies. 
• What makes Fluvi work for both small and large sellers. 

Links & Resources 

Website: https://fluvi.com/
LinkedIn: https://www.linkedin.com/company/fluvi-com/
X/Twitter: https://x.com/FluviApp/
YouTube: https://www.youtube.com/@fluvidotcom/ 

Get access to more free resources by visiting the show notes at
https://tinyurl.com/4vf6kj2w 

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Transcript

Hey, I'm Claus Lauter and you're listening to the eCommerce Coffee Break, the podcast that helps you grow your online store. In today's episode, we share the best way to handle Amazon customer support messages. Joining me on the show is Daniel Boross at Co-Founder and CEO at fluvi.Com. So let's dive right into it.

Hello and welcome to another episode of the eCommerce Coffee Break Podcast. Today, we want to talk about how you can handle Amazon customer support messages effectively. Now, Amazon is a big beast, and if you have a good business, which I hope for, you will get a lot of customer support questions every day, and that can be a bit of a hassle.

So, I myself, not an Amazon seller, but I have an expert with me, and that's Daniel. He's a Swedish entrepreneur and co founder of fluvi. com. Who transformed a small iPhone repair shop. He started at the age of 20 into a thriving Amazon business selling do it yourself phone repair kits. And in 2022, he teamed up with Eric, his co founder, combining their Amazon experience to build a innovative software solution.

So we want to dive into this and I would like to welcome Daniel to the show. Hi, Daniel. How are you today? Hey, Claus doing great. How are you doing today? I'm very well. Daniel, you started as an Amazon seller and it was an interesting road and a bit of a rocky road. Tell me a little bit on how you got started.

Sure. Um, so again, like you said, prior to starting with Amazon, I already had a little iPhone repair business back in Sweden. Um, so I knew a little bit about the ins and outs of, of, um, Uh, running a business. I also dwelled into SEO and digital marketing. So sourcing products from China, having a bit of digital experience, uh, made the transition to selling on Amazon quite smooth.

Uh, frankly, I also had a few friends that had, uh, gone down. So they also gave me some hints and tips. And eventually we had a little community with friends who were doing this all together, guiding each other, helping each other. But my big motivation really to get started with Amazon was the idea of being able to run a business remotely.

This was back in. 2015, mind you, so remote work, uh, wasn't a, a thing back then. Um, but again, I was in Sweden and didn't like the long winters, cold weather. So I always dreamed of being able to, um, live somewhere, work somewhere that had good weather and nice beaches, you know, good food. Um, but, but usually these places are in countries where the, uh, isn't fantastic.

So I figured if I can create my own business, uh, but run it remotely, then, you know, I got the best of both worlds. Um, so that's really what drove me, uh, to towards e commerce. And then it was really my friends that point them in the right direction to try Amazon. And like you said, I started with an iPhone repair business in Sweden, which again, I learned a lot from, and that led me to try to sell, um, uh, cell phone or smartphone parts on Amazon.

Do it yourself repair kits, um, which again, that was also quite a wild story. Um, I had four, five, six years of a real rollercoaster ride where some years were absolutely fantastic. We're the leading brand in our niche. Uh, some years were horrible where Amazon actually shut down all of our products. It hasn't happened three times in total throughout my five, six years of selling.

Um, but probably last time was the most painful. Um, maybe a few words about that. This was in 2020, uh, when Amazon was kind of a wild west. with a lot of, uh, black hat tactics. Um, and because I was the leading brand in my niche at one point, I had 60 percent of the market share in that niche. Uh, my competitors, uh, probably felt that they want a bigger piece of the pie.

Um, so they, uh, after a while back in 2020, they bought, um, one star reviews, negative reviews, and had them placed on my listings. Um, so within a week. I received across my 14 listings, each and every one of them received a one star review with the text saying something like, I bought this battery, it caught on fire and exploded.

Um, and when you get that on 14 of your products, it's kind of an uphill battle to get reinstated by Amazon. They don't really listen much to you. They rather look at the, um, what they perceive to be the. The customer experience, which is the explosion, which never happened, of course. Um, but, but anyway, I, I tried, I tried everything to get reinstated.

I even have had an Amazon account manager. I was paying him a monthly fee for that. But even so, it took us, I think, three or four months to get just the one listing back. And as soon as we got that listing back in a week. I got the same review placed on it again. So it was an uphill battle to say the least, um, to get back.

And I never fully recovered from that. Um, I eventually got a few listings back, but then the momentum had gone and, and I was barely selling anything. So I, I just focused on clearing out my inventory. And then I came to the conclusion that this is no way to run a business. I wanted to try something else.

Yeah, I think a lot of sellers out there have similar experiences at as bad as it is. And as I said, Amazon is always on the side of the customer experience. So it makes it very, very difficult for sellers out there. Now, you had to deal obviously in your normal business, beside of black hat things with a lot of customer support questions.

And also with your experience, it came up with solutions to make the life of a seller much easier. Tell me how you came up on the idea of Fluvi. So, so like I said, uh, I ran my Amazon company for six, seven years, uh, had a lot of friends in this space. Um, so I, I felt that, well, if, if I'm going to do something, I should do it with, uh, within the space that I'm familiar, where I have contacts, networks, and experience.

Um, so I got in touch with my friend, Eric. Uh, also a Swedish guy, he, he's, um, a amateur software developer, as he describes himself, a self taught software developer. And he had actually built the very basis of Fluvy back for his own personal use a few years prior. Uh, so we got together, um, and he showed me the software that he had built and it looked fairly promising, even, even, um, as basic as it was back then three years ago.

Um, so we showed it to a few other friends and they also thought it was, uh, it had potential. So then we decided, Eric and I, that we should put some effort into flu and try to make commercialize it. Um, and back then we, we figured we should do an analytic analytics tool because that's what everybody needs.

But down the line as chat GPT came about with you, how can we utilize this? How can we leverage this to build some cool features that aren't out there? And I recalled back from my days, I used to have 50 60 customer support emails every day. In Seller Central, I had three customer support representatives answering all of these emails.

Uh, but it was still quite a hassle to deal with. And I also noticed that my custom support team, they each had their own tone, their, their own quality in the responses. Um, and it wasn't as cohesive, as consistent as I wanted it to be. So again, solving the problem with custom support of creating high quality messages for your customers and being able to do so very swiftly, even without dealing with templates, uh, was something that we thought would really, um.

fill a hole in the market, uh, add, uh, provide utility to the users of that software. So that's how our feature called Assistant came about. It's really a, a feature that helps, um, Amazon sellers reply to customer support messages in Seller Central in just a few seconds with a single click and in any language.

That sounds very interesting. You say when chat GPT came up, that was a huge opportunity to work on that one. Um, so talk me through how it works because a lot of sellers might worry that AI for customer service, um, might be just sound and you mentioned that sort of robotic. Um, so you want to make sure that your responses feel personal coming from a person.

How can AI achieve that? Of course. So Claus, uh, can I share my screen here? Perhaps that would be the best way of showing this. Yes. So for our listeners, um, you can go to our YouTube channel. You will see the screen share there. And otherwise we will talk you through also. So you can also continue to listen.

Indeed. So we'll narrate as we will narrate this as we go through. Um, but I'm sharing my screen now and we're on the Fluvy platform now. So I'll just, um. Dashboard have the dashboard with a bunch of analytics tool. But if we go to flu, the assistant, uh, we'll get to a page where we can then download or install the plug in.

So if we click here, we'll end up on the chrome store. And once we install it, we'll have flew up here or perhaps among the extensions. Um, now once assistant is installed and you go to the buyer seller messaging page on seller central where we are now, there will appear a button. Then. Next to the messaging input field at the bottom of the page, um, the button will say AI response.

And when you click that button, uh, in about five seconds, uh, assistant will read all the conversation that has, uh, that you've had with the customer. And based on that generate a perfectly fine message, uh, as a response to the latest customer support message in that conversation. It seems to be a huge time saver there and the installation probably takes a minute and you're up and running.

So basically you connect this to your Amazon seller account and then it pulls the data from there. Is that right? Exactly. So again, you have to have a Fluvi account. You go to fluvi. com, F L U V I. com, sign up, there's a free trial. Once you create your Fluvi account, you'll be able to log into the dashboard as we saw a few moments ago.

Uh, and from there you install assistant, which takes not even a minute. Once assistant is installed, it will show up in your Chrome browser, and then you can utilize this tool. Again, this button AI response on the buyer seller messaging page will appear once the plugin is installed. And I'll just repeat this.

So again, uh, once you're on the page with, uh, with an email from your customer, uh, whatever the message says, um, the tool will read that message and any prior messages as well. And as the tool reads the message, it will then create a reply to it. Uh, we have a tailored prompt to, to instruct the system, um, uh, for it to know that it's dealing with cost with the, with the customer.

It should behave politely. It should be helpful. It should be instructive on based on that prompt. It will then generate a message that is relevant to the customer's question. Um, so in this case, um, we're going to go into the particulars. The customer is saying the customer discusses me. This is our testing conversation.

Um, so here I'm asking, um The seller, which is then Eric, he is selling supplements, um, caffeine pills, L theanine pills and such in capsules in containers. Um, so here I am, here I'm asking for how long after opening the container are these pills good for? Um, and again, as we saw, assistant will then generate the message within a few seconds.

Um, it's, it's, uh, addressing me. It understands that it's, it's dealing with, he's dealing with Daniel. Um, he's thanking me for my question about shelf life of the caffeine pills. And then it explains that an open container, um, is good for 72 days. And it also has a little bit of extra information. We recommend using them within the issue timeframe to ensure the best quality and effectiveness.

And it all sends the message with saying, if you have any more questions or need further. Fewer, uh, federal assistant feel free to reach out. We're here to help. See it's behaving in a very natural and human like way, even though it's a machine. Um, but again, the beauty is that it will be able to reply to pretty much all your messages within a few seconds.

And also in any language. So if you're selling in Germany, France, Spain, Italy, it's. It's pretty much impossible to know all these languages yourself and, and, and even more difficult to find a custom support representatives that can handle all of those messages, um, in that many marketplaces, that many languages.

But with Assistant, that's a breeze, um, and it will even answer messages in Spanish. So I'll take another example here. We have a message from Dinda, uh, also something that we've loaded Assistant with, um, and here writes in Spanish. Now I know that this message says something along the lines. How big are these pills?

I'm having difficulty swallowing larger pills. So the customer is essentially asking how big the pills that we're selling are. So again, if we hit AI response, then assistant will generate a message in the customers. uh, language. Um, and not only will the message generate, it will also be given a translation.

So again, if you don't know Spanish, you can still use Assistant to generate Spanish messages, but then you'll also be given the English translation. instantly. Um, so again, as we can see here on my screen, uh, the reply says, hello, Dinda, the pills you mentioned are half an inch in size. If you have difficulty swallowing large pills, this should be easy to handle.

If you need more information or have any questions, feel free to ask. Kind regards. I see that there's definitely a huge time saver there. And I think, um, every message that goes out before you click send, um, you can edit, you can change to your tone, you can add information in there. So how many of these information of these service requests are basically just.

Let AI do the work and click send and how many do you think do you need to do some manual work before you can send it? Yep. So, uh, thank you for that question, Claus, because this is a beautiful segue to what, uh, what's the, what the real beauty of our tool is. And I'm going to switch back now from Seller Central back over to our Fluvy platform.

And in our Fluvy platform. Uh, let's see if I can move this. There we go. In our fluid platform, we can add instructions, documents for a system to consume. So I have a plus sign here in the top right corner of the page. If I click it, I can select any products or all products and then add text based instructions.

Um, so for instance, in Dinda's case, let's, let's do this live. So I'm gonna. Copy paste the ASIN that she inquired about the product she inquired about. I'm going to add it here to my instructions. I'm selecting the ASIN in the list, and I'm adding a brief description of what I'm hoping that assistant will then, uh, utilize.

in questions regarding pill size. So write a description, say pill size. And I'll write, for instance, these pills are a quarter of an inch in size. So by adding these instructions, I can really guide the system. In as much detail as I want to. Um, so if we go back to solar central now to Dinda's message, I'll hit AI response again, and now, uh, assistance should utilize this new information that I've given it.

Um, so if we see here, uh, Let's see. Actually, it's still using the old instructions. My bad. Point is that in the Flui platform, you can add instructions related to anything really the size of the pills, the shape of the pills, how you handle customer support. If you want to offer customers a refund or a new product, in case of it being damaged, you can add any type of, um, Instructions and, uh, and level of details here.

You can add stuff like be extra polite to customers when you reply to them. Always wish the customer a happy weekend or a beautiful evening or something like that. So with these instructions, um, again. You can customize the detail, um, of your responses as much as you like. That makes perfect sense. And I think that you can customize it to on product level is, is a huge benefit there.

Um, it also helps, I think the human assistant, who obviously will do this in understanding what the details are for the product. So also some kind of, um, reporting where I can see how much responses have been done. Um, if there's anything resolved or not resolved. So because this all happens in Amazon's own page, we can't really fetch that information.

What I would say is though that you can measure how much you use a system. Each message that you ask a system to generate will consume one. Fluvy credit. Um, so again, this is a credit based feature. Um, if you open the, um, assistant extension, your Chrome browser, you will see the number of credits that you have, um, with your Fluvy plan, your subscription, you will get free credits every month for you to use.

And generally those are enough for, for the average seller. Uh, but there's, it's also possible to buy extra credits if you're a very. Have the user of this tool and this way you can kind of see how many credits you consume every month or every week But because most of the action happens in Amazon's page, we can't really retrieve that in a meaningful way on their own platform Now the AI assistant is part of flu V or can I get a separate tell me how that works?

Yeah, currently it's it's part of all of our packages. If you go to fluvi. com, you'll see the pricing. The pricing will vary depending on your revenue. The more revenue, the more orders we have to process. So assistant is a is a package deal with all of our other features. Um, if you have, if there's anyone in the audience that's listening, that definitely doesn't need any of our other features.

Please do contact us and we see what we can do. But in general, uh, Flu is a one package deal. Uh, and all of our features come, um, together, including Assistant. Mm hmm. Did you get any feedback from your existing customers? How much time they saved through the, um, through the system? So it really varies how your process looks today.

Um, if you're writing, uh, emails by hand, uh, you will say probably 90%, uh, you'll, you'll lessen your custom support time by 90 percent or the hours you put into custom support. If you're using templates. You're probably saving, I would say between 25 to 50%. In my own experience, no template is perfect. Each template has to be a little bit customized to the customer's question.

Whereas the assistant will actually read the question and base its reply half of that. Um, so again, it's not utilizing any preexisting templates. It will actually generate the words based on what the question is. Okay. Makes perfect sense. Before our coffee break comes to an end, Daniel, is there anything that you want to share with our listeners that we haven't covered yet?

I guess I should say that, uh, uh, it's free to try Fluvy. We have a 14 day free trial. Uh, you will get credits for assistance. So you can try this without taking any risk or any putting down any money, so to speak. Um, I would say that the more customer support messages you deal with, the more utility.

Assistant provides, but we also have customers who only have one or two messages every day and they just hate doing it or they're not very good at it. Uh, so for them, uh, this is a great tool, uh, regardless of the volume of messages. So it really comes down to, um, uh, how much you don't want to do custom support.

The, the rather you, you leave this responsibility to somebody else or something else, the more utility Assistant will provide to you. Um, and to give your audience an extra incentive to give this a try. We'd be happy to, to give them 20 percent off for two years, uh, for all the plans or products that we offer.

Uh, and then the coupon code is COFFEE20. So COFFEE20 and you enter that at checkout. But again, we do have the free trial as well, uh, free trial for two weeks. Perfect. Yeah, I will put this in the show notes so then people can find you directly and take you up on your offer. And I think if you're selling on Amazon, this is a brilliant solution to save you a ton of time, a lot of headache.

And as everyone knows by now, I'm a big fan of AI. I think. Chat GPT working in the background, chat GPT is only getting better and better. So this will be the future of customer support. And I think everyone should check it out. Go into show notes, click the links, get in contact with Daniel and take it from there.

Daniel, thanks so much for giving us an overview. And for anyone who did not see the YouTube video and was listening on audio, head over to YouTube channel and check it out there. Thanks so much for your time today. Thank you, Claus. Thanks for giving me this opportunity.