Thursday, December 11, 2008

And the award for best technologically-integrated customer service goes to...

Anyone called customer service lately?

Or, rather: Anyone been called by customer service lately?

Scott bought a number of our Christmas gifts on Amazon, which is typical, and the order got split up, which is also typical. One of the shipments, unfortunately, got sent to our old default address in Pittsburgh. We called some friends who still live in our old apartment complex to see if they could head it off at the pass, but apparently the U.S. Postal Service is savvier than UPS: they know we've moved. The package was marked "undeliverable" and sent back.

All of this I can see by clicking on "Track your package" on Amazon. But we still don't have the package. So I go through the Amazon web page to contact customer service. Up pops a page that says "Talk to us! We'll call you. Right now. Really."

I enter my phone number. The phone rings immediately. I also get a popup screen that's managing the telephony somehow — if I want to hang up the call, I click a button. I'm also connected (again, immediately) to Nitu, a very nice customer service agent in India, who confirms that the package is in Amazon receiving limbo somewhere and sets me up with a replacement order.

Let me just say, since I've done my time (two years!) in the purgatory that is phone-based customer service, that this is Very Impressive. Now, granted, they're estimating that the new shipment won't arrive until the 18th (bummer). But I'm still impressed.

1 comment:

Amanda said...

That's as wonderful as the time I called customer service at a bank and their system allowed you to put in your phone number and they would call you back at the end of the cue (which was 18 minutes!) I was very skeptical, but I did it, and to my amazement, 18 minutes later the phone rang. It was a beautiful thing.