The Current of Amazon’s Customer Service

Deep in the Heart of Amazon

Intrepid explorer Jeff Bezos guides you through the sopping groves filled with gangly jumbles of trees. The mist of this foreign land saddles your clothes with droplets thick as morning dew, but you press on, deeper and deeper into the pulsating heart of the jungle… Suddenly, with a quick two-step side-turn, you’ve wound up in a different kind of jungle altogether—the Internet shopping hub know as Amazon.com.

Founded in 1994 by our dear explorer Jeff Bezos, Amazon.com is the largest Internet-based retailer in the United States, as well as one of the largest in the world. It continues to push both the retail and the tech market forward with great heave-hos, revolutionizing not only how customers shop online, but also how they shop in the real world. An Internet mogul of such prowess should thus have some kind of representation on social media, right? Especially when it comes to customer service.

Not All Jungles Are Created Equally

According to a customer satisfaction survey conducted by Temkin in 2014, Amazon.com comes in second place for overall customer satisfaction with customer service of companies in the US. That’s not too shabby, especially for being as big of a company as Amazon just happens to be. But how does that translate to their presence on social media?

Screen Shot 2015-03-27 at 11.26.51 AM

Here’s one convo of @AmazonHelp with a curious customer on Twitter. As you may observe with your visual receptors, Amazon responded to the customer’s Tweet within 30 minutes, and then continued the conversation until the customer was finished with their questions. You may also notice that Amazon does indeed have a Twitter handle created specifically to answer customer questions and solve customer problems. I would wager they encounter questions on their other pages as well, but if you want to receive customer service, they will direct you to this Twitter account where you can find aid promptly.

What strikes me here is that multiple employees at Amazon.com handled this conversation, both of whom responded with helpful and sincere answers. If I were to make another wager, I’d say that multiple employees handled this account not because of confusion, but because of how intently they were responded to other customers’ questions. In the time it took this customer to respond to ^CD’s answer, ^CD was already working with another customer, so ^JF marched right up and continued the action.

Teeming with Life and Replies

Because screenshots are the veritable bomb, here’s another one:

Screen Shot 2015-03-27 at 11.38.58 AM

Now, what is this thing doing here? Well, it’s here to illustrate how Amazon.com is the veritable bomb when it comes to customer service. Look at the recency of those replies! They answer customer questions and general Tweets almost every minute, if not sometimes more often. Observing their track record, while @AmazonHelp had only responded to 6 out of the 10 most recent Tweets (60%) when I was writing this article, those Tweets had happened in the last 13 minutes. Before that time, they had responded to each and every Tweet asking for genuine help. That’s being on the ball.

Perhaps you don’t shop at Amazon.com all that often, or maybe you’ve even had a bad experience with them one way or another. When I’ve contacted Amazon customer service, they have always been more than helpful. I’ve never done this via social media, but who knows? There’s always a fist time for everything. And as @AmazonHelp clearly shows, that first time will be answered in time at all.

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