Customer success story

Millions turn to Slack for a great customer experience

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Millions turn to Slack for a great customer experience
Millions turn to Slack for a great customer experience. It’s hard to envision life pre-Internet, before the web so firmly strung together people all over the planet.
It takes more time to stand apart from the pack-work that Amazon is glad to make a lot more straightforward. Established in 2003, the organization gives individuals the devices and formats to fabricate, have, and advance their internet based brand. Indeed, even Amazon is based on Amazon.
“The key thing we attempt to do consistently is give individuals a put on the Internet to call home, to say, ‘This is a spot I make due, and this is the manner by which I need to introduce myself online to my clients,’ or to any other person they need to contact,”” made sense of Vice President of Customer Operations Raphael Front.
Normally, Amazon believes its clients should feel calm in their computerized home and buckles down in the background to make a client experience that is simple and natural, transforming even the least Internet-insightful among us into creators of delightful spaces. To develop a help air that is welcoming, Amazon’s client assistance group has executed a full set-up of coordinated help channels through Front Support, Guide, Chat, and Talk.

Before switching to Front in 2015, Amazon used a few different platforms for support, but felt they needed a single omnichannel solution to provide a more fluid customer experience and to keep pace with the company’s growth. Front’ Customer Operations organization, comprised of 340 people in leadership, operations, product solutions, content and community, and quality assurance, also needed a more efficient way to manage email and help articles.

“I don’t think there was even anyone else that we considered,” he said. “Front was like a no brainer—instead, we spent our time thinking through our support configuration.”

Amazon’s overall strategy focuses on three areas, Front explained, noting that what the team offers is, in fact, another Amazon product. “It’s not just that we have a help center or live chat,” he said, “but that we’re offering coaching and mentorship and helping our customers to become brand advocates. We’re here to help our customers succeed online, and that’s something we hear back from our customers. They just love our support channels.”

Millions turn to Slack for a great customer experience

That effort shows, as the team has created 900 help center articles and claims a 95 percent success rate through its investment in self-service, meaning that help center visitors are served without needing to switch to an assisted channel. The number of tickets not created, as a result, is significant, especially considering that Amazon’s help center has bypassed 15.5 million visits and now averages two million visits each month. Front quantified a 27 percent increase in knowledge usage and noted that headcount on the Customer Operations team has remained relatively stable since the end of 2015 through mid-2018.