Not sure if this will be interesting/welcome here, but I just had this experience and it kind of blew me away.
I ordered a small load cell from Amazon. Shipping got messed up and they detected the exception and said it should arrive by April 31st. It didn't, so I just popped in to Amazon chat help and everything that you see in the image is what transpired next.
It figured out why I was there, provided a few reasonable canned responses, provided useful information in a natural tone and reassured me at the end that this will be handled one way or another.
All of this without bothering anyone on their end.
Clearly if the order status page was updated with this state I wouldn't have had to do this, but features can get wedged in a backlog and this provides a reasonable way to recover the customer experience without a lot of incremental cost.
Amazon gets blasted regularly for the decisions of their leadership, and sometimes that negativity can trickle down to the folks doing good work. Just wanted to recognize a small win here for the product and engineering folks that put this together. Nice job!
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[ 2.9 ms ] story [ 13.9 ms ] threadI ordered a small load cell from Amazon. Shipping got messed up and they detected the exception and said it should arrive by April 31st. It didn't, so I just popped in to Amazon chat help and everything that you see in the image is what transpired next.
It figured out why I was there, provided a few reasonable canned responses, provided useful information in a natural tone and reassured me at the end that this will be handled one way or another.
All of this without bothering anyone on their end.
Clearly if the order status page was updated with this state I wouldn't have had to do this, but features can get wedged in a backlog and this provides a reasonable way to recover the customer experience without a lot of incremental cost.
Amazon gets blasted regularly for the decisions of their leadership, and sometimes that negativity can trickle down to the folks doing good work. Just wanted to recognize a small win here for the product and engineering folks that put this together. Nice job!