Amazon live chat scripted

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rscole86

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# 220336 6-Aug-2017 17:29

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I have never had to use Amazon live chat before, but is clearly heavily scripted and most likely manned by persons whose english is a 2nd language.

Had to have a bit of laugh at what appeared to be a script, and could only imagine the struggles that some people must have.

Me: Inquiring about shipping refund as per a previous email from Amazon for a product that was returned to the sender.
You are now connected to Mac from Amazon.com
Mac: Hello, my name is Mac. I'm here to help you today.
Thank you for being a valuable customer.
Pleasure to meet you.
I understand that you are concern regarding on your return cost refund .
No worries, I'll be happy to check and help.
May I have the order number for me to verify please?
Me: the new order is; XXX-XXXXXXX-XXXXXXX
the older order is YYY-YYYYYYY-YYYYYYY
I was told if I re-ordered with the fastest shipping that the shipping cost would be refunded to me.
Mac: May I know ho much is the shipping cost?
Me: Shipping & Handling: USD$28.18
Mac: Thank you for the information.
May I know the name of the last agent that promised for the shipping cost refund ?
Me: Divyabharathi B.
Mac: Thank you for the information.
Let me check my resources so that I can help you.
One moment please.
Me: the notes may be attached to the old order ending 14?
Mac: No worries, I'll do all my best to help you.
Thank you for waiting.
As I can see here, the order is already preparing for shipment and anytime will leave the facility for delivery process.
Here's what I can do to help you Ross.
I will add a priority note on the order and once it ships out we'll process the refund for shipping cost and send to you an email as for your refund reference.
Would that be fine to you?
Me: Yes, thank you.
Mac: You're always welcome. You deserve all the help :-)
One moment please.
Let me add the note on it.
Thank you so much for waiting.
I have added the note on the new order and rest assured once it ships out we'll process the refund for shipping cost and send to you an email as for your refund reference.
Me: Okay.
Mac: Was I able to address all of your concerns? Please let me know if there is anything else I can help you with today.
Are we good now Ross?
Me: No, that was all thank you.
Mac: It is my pleasure assisting a valued customer like you today :-)
Thank you for choosing Amazon.com. Have a great day! Take care! Please click on the "End Chat" to close this window.
Can you do me a favor? Please click on the "End Chat" to close this window.
Me: ok

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BDFL - Memuneh
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# 1840040 6-Aug-2017 17:37

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Please do the needful and click the X to close the chat.

My technology disclosure | Digital Transformation | Enterprise Content Management | Customer Relationship Management | Data Insights, Business Intelligence and Advanced Analytics

yitz

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# 1840066 6-Aug-2017 17:41

Seems like a bot to me?

michaelmurfy

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# 1840076 6-Aug-2017 17:55

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Amazon Live Chat - powered by Alexa.

sbiddle

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# 1840113 6-Aug-2017 18:26

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Chat is heavily scripted but on the 2 or 3 occasions I've used it they've been great to deal with and solved by issues very quickly.

rscole86

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# 1840118 6-Aug-2017 18:39

Yip easy to deal with, well wait and see if I get the result in after.

mattwnz

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# 1840122 6-Aug-2017 18:51

I have found that with quote a few companies that use online chat. I think they farm it off to english as a second language countries. Email support is often the same, and phone support can be too..

networkn

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# 1840210 6-Aug-2017 20:11

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I don't care if my chat is scripted, so long as I get the result I am after. I'd be pretty surprised if it didn't happen, Amazon Customer Service is second to none.

freitasm

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# 1840380 7-Aug-2017 09:40

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As above. Regardless of being scripted or foreign serviced, New Zealand companies could learn so much from Amazon in terms of customer services.

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Geektastic

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# 1840398 7-Aug-2017 09:56

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freitasm:

As above. Regardless of being scripted or foreign serviced, New Zealand companies could learn so much from Amazon in terms of customer services.

^^^ This!!

Fred99

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# 1840968 8-Aug-2017 10:37

"Our results showed that the participants liked the faulty robot significantly more than the flawless one"

Geektastic

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# 1841123 8-Aug-2017 13:52

Fred99:

"Our results showed that the participants liked the faulty robot significantly more than the flawless one"

I, for one, welcome our new robot overlords.

mattwnz

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# 1841165 8-Aug-2017 14:21

I have had poor support from amazon in the past, until I emailed it through to their bosses email address, as was recommended on here. And that got results. A pity more nz companies don't have that sort of escalation system.

timmmay

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# 1841176 8-Aug-2017 14:32

freitasm:

As above. Regardless of being scripted or foreign serviced, New Zealand companies could learn so much from Amazon in terms of customer services.

Amazon go a bit far in some cases. Twice I've been given a refund for something but told not to bother returning it.

networkn

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# 1841202 8-Aug-2017 15:13

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timmmay:

freitasm:

As above. Regardless of being scripted or foreign serviced, New Zealand companies could learn so much from Amazon in terms of customer services.

Amazon go a bit far in some cases. Twice I've been given a refund for something but told not to bother returning it.

Yeah I have had that a fair amount of times. There is actually a system in place that calculates the logistical cost When they process a RMA/Refund, they get a green yellow or red light system. If it's Green they want it back, if it's yellow they see how reluctant the user is to return it and then decides, and red is they just tell you not to recover it. A few years ago, Amazon ran a competition that said that if you could write an algorithm which would improve the recommendations they used to result in 2% higher same time sales, they would give you I think it was $1M USD.

A few years ago, Amazon ran a competition that said that if you could write an algorithm which would improve the recommendations during a purchase to result in 2% higher same time sales, they would give you I think it was $1M USD. I think from memory the guy who won that improved the system 6% and they gave him the $1m and a $1m bonus. I was trying to find it but can't find the details right now.

They are exceptionally process driven and have unbelievable logistical efficiency. It's why even though it seems crazy, you can place an order for 3 things and they might come from 3 different states, because in their system, it's the most efficient way to deliver it to you at the lowest cost to them.

Fred99

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# 1841239 8-Aug-2017 15:51

networkn:

timmmay:

freitasm:

As above. Regardless of being scripted or foreign serviced, New Zealand companies could learn so much from Amazon in terms of customer services.

Amazon go a bit far in some cases. Twice I've been given a refund for something but told not to bother returning it.

Yeah I have had that a fair amount of times. There is actually a system in place that calculates the logistical cost When they process a RMA/Refund, they get a green yellow or red light system. If it's Green they want it back, if it's yellow they see how reluctant the user is to return it and then decides, and red is they just tell you not to recover it. A few years ago, Amazon ran a competition that said that if you could write an algorithm which would improve the recommendations they used to result in 2% higher same time sales, they would give you I think it was $1M USD.

A few years ago, Amazon ran a competition that said that if you could write an algorithm which would improve the recommendations during a purchase to result in 2% higher same time sales, they would give you I think it was $1M USD. I think from memory the guy who won that improved the system 6% and they gave him the $1m and a $1m bonus. I was trying to find it but can't find the details right now.

They are exceptionally process driven and have unbelievable logistical efficiency. It's why even though it seems crazy, you can place an order for 3 things and they might come from 3 different states, because in their system, it's the most efficient way to deliver it to you at the lowest cost to them.

You had to think twice about it? Human frailty.

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