Amazon Reps Save Time with Seller Issue Summaries
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.
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