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Of course it should have a ring-back feature. Not only is it a good idea for reducing customer wait times and frustrations, it is a feature Amazon already impl

by jzwinck 13y ago

Of course it should have a ring-back feature. Not only is it a good idea for reducing customer wait times and frustrations, it is a feature Amazon already implemented several years ago for their regular customer service. Around 2010 I placed an order and quickly realized I had made some stupid mistake--I think I had left some of my items in the wish list or so. I clicked through the support option on Amazon.com and it asked me for my phone number. I entered it, and the site gave me some clue about how long I'd wait (only a few minutes). Before long, the phone rang, and the person on the other end immediately resolved my issue, corrected it with a level of calm reassurance I hadn't experienced since something with LSI RAID support in 2007 (a higher-margin business with real critical stuff on the line, not my BS shopping cart mishap!). Before that little episode (which lasted all of ten minutes), I liked Amazon. Afterward, I rarely considered buying elsewhere.

bostonpete 13y ago
Agreed -- I had a similar experience with my wife's original Kindle Fire. I got a prompt callback from someone who knew what they were talking about (not just someone obviously walking through a script and telling me to do things I already said I had done). When it turned out to be a problem with the device, they made it stupidly easy to replace the device. I'd much rather deal with good phone support with little hassle than have to trek to a mall to get to a store where I can talk to an expert. Sure the face-to-face support is probably more comforting to some, but many people in that camp probably wouldn't feel comfortable buying such a device online to begin with.
- alanctgardner2 13y ago
  I think the video chat component of this is to assuage the 'face-to-face support is more comforting' crowd. If my mum can get the callback, see the person, talk to them, and have the steps explained, it'll vastly reduce the number of service calls I get ;)

by jzwinck 13y ago

bostonpete 13y ago

Agreed -- I had a similar experience with my wife's original Kindle Fire. I got a prompt callback from someone who knew what they were talking about (not just someone obviously walking through a script and telling me to do things I already said I had done). When it turned out to be a problem with the device, they made it stupidly easy to replace the device. I'd much rather deal with good phone support with little hassle than have to trek to a mall to get to a store where I can talk to an expert. Sure the face-to-face support is probably more comforting to some, but many people in that camp probably wouldn't feel comfortable buying such a device online to begin with.

alanctgardner2 13y ago
I think the video chat component of this is to assuage the 'face-to-face support is more comforting' crowd. If my mum can get the callback, see the person, talk to them, and have the steps explained, it'll vastly reduce the number of service calls I get ;)