Amazon Integrates EASE in their Customer Experience
Yet again, Amazon continues to amaze with the “easiness” of the customer experience by including a customer service component not found in most online retailers.
First, I have to own up to complete operator error on my part…
I had an extremely rare evening alone at home. My husband and all three kids were all out of the house and I decided to indulge in watching any movie of my choice without having to take anyone else’s preferences into consideration. I have an Amazon Prime account (which I highly recommend) and decided to rent an instant movie. Now, keep in mind, I’m one of those folks that knows what I want to do, yet can’t completely figure out the remote controller we have that operates our DVD player.
So, I decided to rent the movie “About Time” since I was in the mood for a “feel good” movie. I selected the HD version and thought I followed the appropriate steps. When I couldn’t find the “Watch Now” icon, I went through the process again. You can probably tell where this is going. Anyway, I watched the movie and it was fantastic. Best movie I’ve watched in a very long time. Anyway, I knew I’d have to double check to be sure that I wasn’t charged twice.
In checking my email this morning, yes, I was charged twice. Yes, I know it was very likely my error. So, I found the contact page for Amazon Prime Video and was surprised to find they had an option to have them contact me, rather than me calling them. I entered my phone number and within 10 seconds my phone rang. I explained my dilemma to the CSR. She empathized with me that it can sometimes be confusing the first time you use the process (she was very kind and didn’t point out how simple it actually is). She asked if she could put me on hold for just a minute, then came back to the phone and let me know my account had been credited for one of the rental fees. Problem solved and an already very satisfied customer was yet again reassured that they ‘ve made the right decision in doing business with Amazon.
Online retailers are slowly developing a reputation for hiding behind their anonymity. Because they don’t actually see us, they don’t typically understand the frustration of the customer in having to jump through hoops to contact them to resolve issues.
By thinking outside of the box and having their company contact us, that made it even better. This is one of the many reasons why Amazon is the online goal that so many others are trying to reach.
Who are your favorite online retailers and why?