Amazon Echo

Keeping consumers happy is a full-time endeavor. In efforts to arm its customers with updated customer service options, Amazon Web Services recently announced its new product, Amazon Connect. The platform provides user-friendly functionality to extend scalable workflow that tracks employee efficiency among other features.

A component of its web services module, users can add the platform to a current account. Customer service agents are able to begin taking calls within minutes, the company said. Moreover, activity and efficiency of interactions is mapped through the platform’s contact flow editor, which doesn’t require any coding.

Amazon Connect is also fully scalable — providing customers with the ability to grow or shrink the platform according to needs. “There is no infrastructure to deploy or manage, so you can scale your Amazon Connect contact center up or down, on-boarding up to tens of thousands of agents in response to business cycles and paying only for the time callers are interacting with Amazon Connect plus any associated telephony charges,” the company said.

An on-demand service, Amazon Connect requires customers to pay by-the-minute usage rates. Though there’s no monthly fee, the costs might get high with larger customer support teams. Amazon said, “You are charged based on the number of minutes you use Amazon Connect to engage with your end customers, at the specified per minute rate. Pricing is not based on capacity, agent seats, or maintenance.”

The foray into customer support is noteworthy. The profundity of omnichannel is waning due to the normalizing of new commerce patterns, which is leaving room for another area of focus — customer support. From empowering sales associates to debuting chatbots on e-commerce web sites, retailers and brands are wisely turning sights to enhancing consumer experiences not only through aligned platforms, but speedy customer call centers such as Amazon Connect. A pioneer in all things digital, Amazon will set the stage for new methods — and shopper expectation — of discourse between retailer and consumer for improved purchasing experiences.

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