Problem

Amazon customer service reps were spending a lot of time scanning pages to find important information about seller issues. This was causing delays in resolving customer complaints and negatively impacting the customer experience.

We knew we needed to find a way to consolidate this information and present it in an easily digestible format for the reps.

Watch this video

Solution

We created a feature that automatically summarizes seller issues and presents them to Amazon customer service reps. The feature pulls relevant information from various sources, including the seller's account and previous interactions with the rep.

The summary includes all important details about the issue, such as order numbers, product descriptions, and shipping information. This saves reps a significant amount of time and allows them to quickly resolve customer complaints.

Impact

Reduced average handling time by X%
Increased customer satisfaction scores by X%

"This feature has had an incredible impact on our customer service operations. It has allowed us to resolve issues more quickly and efficiently, which has led to higher satisfaction scores among our customers."

Team

Team Member #1 - Software Engineer
- Oversaw the development of the feature from start to finish
- Collaborated with other team members to ensure seamless integration with existing systems
Team Member #2 - UX Designer
- Designed the user interface for the feature, ensuring it was intuitive and easy to use
- Gathered feedback from customer service reps to make improvements to the design

Amazon Reps Save Time with Seller Issue Summaries