Customer service with AWS contact center
The key to Amazon’s success is winning customer trust through every customer service interaction and remaining customer obsessed. Amazon.com’s customer service teams work directly with customers every day to help solve some of the most challenging and frustrating problems for Amazon’s customers. They operate with the culture, mentality, and mechanisms that reflect Amazon’s peculiar culture, and relentlessly strive to innovate toward not only improving customer experiences, but also to identify and solve systematic issues. Leveraging AWS contact center platform enables the team to apply advanced analytics and machine learning toward improving the customer’s experience. This session discusses how Amazon enables its customer service organization to deliver a world-class customer service experience by sharing insights into unique Amazonian mechanisms like Tenets and Working Backwards, and how these are applied to customer service innovations like automated chatbots, Customer Connections program, and Amazon Andon Cord. Speed matters in business, and we will share how operating on a cloud-based contact center platform enables Amazon to rapidly implement and scale better customer experiences.