I just tried out Amazon.com's "Call me" feature from their website, which allows consumers to request, via the Internet, a call back from a customer service rep. The site claims the following:
- No waiting They'll connect you directly with a Customer Service Associate,
- No delays as long as you're logged into Amazon when you "Click to Call us", They'll know who you are; you won't have to answer a lengthy series of questions to verify your identity, you can get right down to business, and
- They're ready to answer your questions the Customer Service Associate who speaks to you will be immediately ready to focus on your questions.
My experience was: I didn't have to wait. My phone rang immediately and I was connected within a minute to a human. Since I was logged in, I didn't have to provide a lot of information; they knew who I was and quickly pulled up the information about my order. And the representative was ready to focus on my question.
I called several times to test this and got a representative with an accent several times. Their recorded message (before the human came on) was a bit verbose, but not too bad. Also, a few of the times that I called they were making upgrades to their system and couldn't help me at all. Hopefully that was just a bad day for them in that regard.
Overall, that's pretty good, when compared to our standards. I can really only knock them on two items: difficulty understanding the reps and verbosity. But I do commend their innovative use of technology. Of course it assumes that you're willing to log on via the Internet, but if you're willing to make that effort, seems like they are willing to respond.
Amazon.com customer service details »
Posted by gethuman on Wed, 7 Mar 2007 9:51am
