AWS Contact Center Day – July 2021

Earlier this week, I ordered from Amazon.fr a field of 4 toothpaste tubes, however just one was within the field. I known as Amazon’s buyer middle. The agent instantly discovered my order with out me having to share the lengthy order quantity. She issued a refund and advised me I even can hold the one tube I acquired, no return was wanted.  As a buyer, I can’t ask for higher customer support.

Amazon strives to be the earth’s most customer-centric firm, not solely as a result of it’s the proper factor to do for purchasers, however as a result of over the long run, it’s good for the enterprise. In keeping with a Salesforce examine, 80% of shoppers imagine the expertise an organization offers is as essential as its product or providers. Over 90% of shoppers imagine a optimistic customer support expertise makes them extra prone to make one other buy.

Similar to me, you may need been delighted by Amazon customer support already. We all know that you really want quick, handy assist and it’s what makes you loyal.

That is why we created the AWS Contact Heart Day convention. To be taught from trade specialists the way to create your contact middle of the longer term in a free on-demand video convention.

Amazon’s Contact Facilities
Amazon’s contact facilities are essential to our mission to be centered on buyer expertise. Our contact facilities have greater than 100,000 customer-service associates in 32 nations who assist thousands and thousands of shoppers in dozens of languages. Given the size and our strict necessities for safety, resiliency, flexibility, agility, or automation, we couldn’t buy an off-the-shelf answer. We determined to construct our personal.

All the things that Amazon discovered from our customer support group, whereas seeking to the longer term, has helped us deliver to market Amazon Join, an easy-to-use omnichannel cloud contact middle that helps companies present superior customer support at a decrease value. Because the notion of the contact middle has advanced, so have the expectations of shoppers. The contact middle of the longer term isn’t a set of disparate level options for taking a name or a chat, and it isn’t simply an utility that consolidates these applied sciences. It’s a platform that makes it straightforward to combine along with your enterprise purposes or system of report. The contact middle of the longer term makes it straightforward to make use of buyer information in actual time to personalize and contextualize all buyer experiences.

Contact Facilities Greatest Practices
To additional assist enterprise seeking to enhance their contact facilities, Amazon designed our first contact middle centered occasion, AWS Contact Contact Heart Day, a technique to share greatest practices, buyer expertise, and call middle expertise, and to learn to use Amazon Hook up with speed up the modernization of your contact facilities.

The one-day convention came about on July 13, 2021 and introduced collectively among the most influential folks invested in the way forward for contact facilities together with: Becky Ploeger, World Head of Hilton Reservations and Buyer Care, and member of the Buyer Contact Week advisory board; Matt Dixon, Chief Analysis and Innovation Officer at Tethr, and writer of a number of bestsellers, together with The Challenger Sale; Customer support knowledgeable; writer Shep Hyken, writer of I’ll Be Again: How one can Get Clients to Come Again Once more and Once more; Brian Solis, World Innovation Evangelist, Salesforce, and best-selling writer; and Mark Honeycutt, Director of Client Operations, Amazon.

At Amazon, we have now gone by years of trial and error to get to the place our buyer expertise stands immediately. That is why we wished to share our experiences with you to be able to be taught from our progress:

• Clients need super-human service. Now you can automate routine buyer expertise and agent duties. After I name my airline for a rebooking after a delayed flight, I count on to be greeted by title. I count on the system to know my flight was delayed and to supply rebooking options. This could occur mechanically immediately, with out involving a buyer agent. These automated chatbot methods are personalised per buyer. They’re dynamic as a result of they reply buyer questions earlier than they ask, and they’re pure as a result of they’re primarily based on voice interactions, like conversations between people.
• Clients count on personalised engagement. Amazon Join permits for quick and safe interactions with real-time voice biometric authentication. There isn’t a have to undergo a prolonged authentication questionnaire anymore. After the shopper is authenticated, the customer support agent has a 360-degree view of the shopper’s profile, integrating and displaying information from throughout the enterprise and utilizing machine studying to offer the appropriate data on the proper second.
• Contact facilities should evolve shortly to reply altering wants. Contact middle interactions should take motion primarily based on real-time information or buyer sentiment. Leaders need to experiment, be taught, and enhance utilizing buyer analytics and information.

Study extra
Should you’re serious about studying extra about contact middle excellence, the whole Contact Heart Day convention is now obtainable on demand.

Take a look at the complete agenda and watch a session now or be taught extra about Amazon Join.

I’m wanting ahead my subsequent pleasant buyer expertise utilizing your contact facilities.

— seb