Quick CX Story- about Amazon
Sitting on my couch Sunday afternoon, my daughter announces (with excitement) her Amazon package arrived. She fetches a flat, 8x13 white plastic package, only to open it and find absolutely NOTHING inside.
Reality...this SUCKED. Total ZERO moment, even for AMAZON! She scrambled to think of how to 1) alert Amazon, 2) get her item sent quickly, 3) not lose 3 hours explaining and negotiating with a chatbot/email string.
Next: Luckily, she found a phone number for them, and quickly dialed it. It asked her to explain in her words what she needed help with, "package delivery missing item" was what she said. It repeated that it understood that, and put her on immediately with a customer service rep.
Moment of truth: Amazon acknowledged the mistake and offered to immediately send the item OR refund the charge/cancel the transaction. She chose the replacement, which they could deliver next day. TOTAL HERO moment...even if she had to wait 1 day.
Lesson learned: Even the big outfits get things wrong sometimes (not too often) but they do have processes and technologies in place to right the wrong and quickly. Curating a good ACD experience, with intelligent voice and language recognition is smart...and knowing that item missing could be a top request/complain is super smart. Finally, knowing to put an agent on to fix it is the ultimate smart thing (if you haven't automated the replacement routine.). Bravo Amazon!
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