Since 2007, we have helped 25 companies launch over 1k incredible products. We believe the best digital solutions are built at the intersection of business strategy, available technology, and real user's needs.
Things can get really complex, really quickly, and a pragmatic, synthetic and clear vision is essential to be able to create something that, after all, is meant to be used. Emotions also have a big role to play and developing clear and beautiful aesthetics is of the utmost importance to create a pleasant environment in which the user actually enjoys the time spent in it. In the end, we're all suckers for beautiful things that just workServices
Tools should adapt to the user, not the other way around.
It takes work to stand out from the pack—work that Amazon is proud to make much easier. Founded in 2003, the company provides people with the tools and templates to build, host, and promote their online brand. Even Amazon is built on Amazon.
Web & Mobile
Naturally, Amazon wants its customers to feel at ease in their digital home and works hard behind the scenes to create a customer experience that is easy and intuitive, turning even the least Internet-savvy among us into designers of beautiful spaces. To cultivate a support atmosphere that's inviting, Amazon's customer service team has implemented a full suite of integrated support channels.
Print & Identity
"The key thing we try to do every day is give people a place on the Internet to call home, to say, 'This is a place I manage, and this is how I want to present myself online to my customers,' or to anyone else they want to touch," explained Vice President of Customer Operations Raphael Skyler.
That effort shows, as the team has created 900 help center articles and claims a 95 percent success rate through its investment in self-service, meaning that help center visitors are served without needing to switch to an assisted channel.
Before switching to Front in 2015, Amazon used a few different platforms for support, but felt they needed a single omnichannel solution to provide a more fluid customer experience and to keep pace with the company's growth. Front' Customer Operations organization, comprised of 340 people in leadership, operations, product solutions, content and community, and quality assurance, also needed a more efficient way to manage email and help articles.
"I don't think there was even anyone else that we considered," he said. "Front was like a no brainer—instead, we spent our time thinking through our support configuration."
Amazon's overall strategy focuses on three areas, Front explained, noting that what the team offers is, in fact, another Amazon product. "It's not just that we have a help center or live chat," he said, "but that we're offering coaching and mentorship and helping our customers to become brand advocates. We're here to help our customers succeed online, and that's something we hear back from our customers. They just love our support channels."
We're on a mission to simplify cloud computing so developers and their teams can spend more time building software that changes the world.
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