Tuesday, February 5, 2008

Amazon’s Forum – A personalized service

As I was reviewing a delayed purchased from Amazon, I decided to do some research as to why my order got delayed for the third time in the last two months. At first, I thought that Amazon was pushing back out of stock products on their highly automated systems. Then I thought that the manufacturer delayed the release of the product (in case you care here's the product I'm buying). Therefore I decided to Google delays related to the product. To my surprise, the first link that pops up is the very same Amazon product page. I click there and notice, at the bottom of it, a forum post about delays in the release of this product. That's right, Amazon offers a forum service, and several angry buyers like me were expressing their frustrations on it.

What a great form of "service personalization"! Amazon, and other online stores and service providers, are using forums, chat-with-a-representative and other web 2.0 services to be more human. In particular, in this forum post, an Amazon representative is keeping everybody up to date with the timings of the release of the product. He is even going the extra mile and asking for feedback about offering free one-day shipping to everybody. For the last weeks, hundreds of eager buyers like me, have been chatting directly and expressing our concerns with a real Amazon sales person (or supply chain manager, who knows the exact title). The fact is that we all feel much better about it than just getting automated emails.

Definitely technology advances like collaboration services (e.g. forums, blogs, twitter, and Facebook) as well as Unified Communication applications (e.g. Chat with a representative, call-me back buttons, and Web-based support systems) are getting business the competitive advantage of becoming more personalized, human and quicker to react.

2 comments:

Leo Boulton said...

All of a sudden, all posts from the Amazon employee are gone today.... erased.
We still have not heard from the purchase and still waiting. Maybe he got in trouble? Maybe he was a fake employee?

Anonymous said...

thank you. no. I am real