Servicio al Cliente de Amazon
summary
Amazon handles about 1 billion customer contacts a year (roughly one in seven people globally) with 70,000 agents across 40+ countries, three contact-center models, and a focus on no scripts and a single-question satisfaction metric: “did we fix your problem.” Tools include a chatbot built as Message AWS, a Working-Backwards design process, and an Andon Cord that disables a product’s buy button in real time when defects repeat; Amazon Connect launched from an internal GACD in 2017 and grew ~900% its first year.
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chapters (10)
- 0:00Introduction to customer service
- 1:52Amazon's mission and focus
- 10:53Customer service structure
- 13:05Customer service principles
- 21:48Working Backwards in service
- 27:55Customer Connections and leadership
- 33:48Andon cord and immediate action
- 38:53Problem analysis and value chain
- 42:10Technology and Amazon Connect
- 44:42Key takeaways and closing
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27mEnhancing customer experience at a lower cost
31mImprove customer service w/intelligent call routing in your call center
34mCognizant Intelligent Interactions: Elevating your customer experience