Barr, Jeff. “Amazon Connect – Customer Contact Center in the Cloud.” AWS, 28 Mar. 2017.
Barr reveals that Amazon’s customer care center lacks a cloud enabled system and has most of their programs and data stored in hard drives. Consequently, the team on the desks is limited as they cannot do data analytics and assessment to determine level of customer satisfaction.
Javetski, Bill. Why the Customer Experinece Matters.” Mckinsey " Company, 2016.
According Javetski, Amazon customer service team is unfriendly and does not show primary concern to customers. As a result, most customers feel mistreated in the type of service they receive. The author identifies that the problem stems from the company hiring employees by checking aptitude instead of attitude.
eComEngine. “How to Get Bad Feedback from Amazon Buyers Removed.” Feedbackfive.com,14 Mar. 2014.
In this article, the author identifies many negative customer feedbacks that the Amazon customer service is receiving. One of the issues that customers complain of is the long time taken to respond to their queries. The author reveals that event with delayed response, feedback received is petty and not to point.
Minsker, Maria. “Amazon's New Bookstore Is About Customer Service, Not Sales.” Smart Customer Service, 6 Nov. 2015.
Minsker states that most of Amazon account holders are detached when seeking help from the customer service team about the books they wish to buy and the payment process. She also reveals that there is a lack of customer-centered response mechanisms from the team.
Panzarino, Mathew. “Amazon's Login ans Pay with Amazon Service.” TechCrunch, 8 Oct. 2013.
According to the author, Amazon customer service team does not have good knowledge in online payment modalities. He states that most customers, when asking about account opening and how payment process operates, do not receive adequate information due to what he reveals as incompetence and unskilled customer service.
Phu, Nguyen Hoang. “The Significant of Personalization in Customer Experience Design.” Theseus.fi, 2017.
Phu states that Amazon customer services lack the appeal to individual customers. When customers seek services or clarifications through emails, they receive automated responses instead. It is something that is discouraging the customers.
Works Cited
Barr, Jeff. “Amazon Connect – Customer Contact Center in the Cloud.” AWS, 28 Mar. 2017, https://aws.amazon.com/blogs/aws/amazon-connect-customer-contact-center-in-the-cloud/. Accessed 19 Mar. 2018.
eComEngine. “How to Get Bad Feedback from Amazon Buyers Removed.” Feedbackfive.com,14 Mar. 2014, https://www.feedbackfive.com/downloads/RemovingBadFeedback.pdf. Accessed 19 Mar. 2018.
Javetski, Bill. Why the Customer Experinece Matters.” Mckinsey " Company, 2016, https://www.mckinsey.com/business-functions/marketing-and-sales/our-insights/why-the-customer-experience-matters. Accessed 19 Mar. 2018.
Minsker, Maria. “Amazon's New Bookstore Is About Customer Service, Not Sales.” Smart Customer Service, 6 Nov. 2015, http://www.smartcustomerservice.com/Articles/News-Features/Amazons-New-Bookstore-Is-About-Customer-Service-Not-Sales-107440.aspx.
Accessed 19 Mar. 2018.
Panzarino, Mathew. “Amazon's Login ans Pay with Amazon Service.” TechCrunch, 8 Oct. 2013, https://techcrunch.com/2013/10/08/amazons-pay-with-amazon-service-challenges-paypal-for-the-webs-payment-business/. Accessed 19 Mar. 2018.
Phu, Nguyen Hoang. “The Significant of Personalization in Customer Experience Design.” Theseus.fi, 2017, https://www.theseus.fi/bitstream/handle/10024/128080/The%20Significant%20of%20Personalization%20in%20Cutsomer%20Experience%20Design.pdf?sequence=1"isAllowed=y. Accessed 19 Mar. 2018.
Smart Customer Service. “Interactive Intelligence Named Advanced Technology Partner by Amazon Web Services.” Smartcustomerservice.com,
1 Mar. 2016, http://www.smartcustomerservice.com/Articles/News-Briefs/Interactive-Intelligence-Named-Advanced-Technology-Partner-by-Amazon-Web-Services-109531.aspx. Accessed 19 Mar. 2018.
