Update: the reason I was testing out Zappos live chat was because I am “Cruiser in Chief” of a beach cruiser store, and I was curious how Zappos would handle my chat. I think there is a LOT to learn from Zappos with regard to customer service. I think anyone involved in customer service or e-commerce can learn from Zappos. 
—–
Zappos is known for service…and for letting their service agents “be themselves”. I put this to the test tonight and threw a curveball or two at the guy helping me in a Live Chat. I used the name “Timmy” as my alias and asked a totally random question about a random product. See actual chat log below. Zappos rocks! I could not even make this stuff up, I swear.
–
You are now chatting with Jonathan
Jonathan: Hello Timmy. How can I help you?
Timmy: do you know how wide the G-Shock Atomic Solar – AWG101 SKU #7403774 is?
Timmy: i mean, how big a wrist it would fit?
Timmy: Timmy has a big fat wrist
Timmy: Timmy need watch grande
Jonathan: I’ll see what I can find out for Timmy.
Timmy: awesome. and can we please continue to talk about Timmy in the 3rd person? Timmy likes to boost Timmy’s ego by talking about Timmy that way
Jonathan: Jonathan would be happy to neglect the use of pronouns for the duration of this conversation.
Timmy: Jonathan and Timmy shall get along just fine
Jonathan: Will Timmy be able to measure Timmy’s wrist?
Timmy: Timmy’s wrist is big, but not Biggie-Smalls big. Timmy doesn’t have the required measurement instruments.
Timmy: Timmy is 6′4″ 220lbs if that helps Jonathan
Jonathan: Luckily, that is roughly the size of Jonathan’s brother, so that does help.
Jonathan: Jonathan thinks that this watch will work out well for Timmy. The watch’s circumference is 9 inches, so it will probably fit around Timmy’s wrist.
Timmy: Ok cool
Timmy: Do your watches and stuff have free return shipping like your Zapatos?
Timmy: in case Timmy wants another one or something
Jonathan: And if it doesn’t work out, as long as the watch is in its original condition and in the original packaging, Timmy has 365 days to return Timmy’s order. We will even pay for the return shipping! As always, our shipping to Timmy will be free.
Timmy: Timmy thanks Jonathan for good help
Jonathan: Jonathan welcomes Timmy.
Jonathan: It’s Jonathan’s pleasure!
Jonathan: Can Jonathan do anything more for Timmy?
Timmy: no that is all timmy needs
Timmy: timmy happy
Jonathan: Good. Does Timmy have an account se up with Zappos yet?
Jonathan: Jonathan will upgrade Timmy’s account.
Timmy: yes timmy is repeat shopper
Timmy: but “Timmy” is my alter ego and not my actual name
Jonathan: Well, what is “Timmy’s” email address? I’ll hook you up.
Timmy: Timmy has placed orders using txxxxxx@gmail.com in the past
Jonathan: Alright TODD!
Jonathan:
Jonathan: I’m going to upgrade your account to VIP status! This will ensure that all future orders go out with 1-business day shipping free of charge!
Just place your future orders at http://vip.zappos.com.
Timmy: Timmy Likey!
Jonathan: Good. Good…
Jonathan: Let Jonathan know if there is anything else that Jonathan can do for Timmy.
Timmy: Ok, Timmy ok now. Timmy time to go shopping!
Jonathan: Have fun!
Tags: Customer Service, Shoes, Shopping, Zappos, Zappos.com
I was very impressed with this chat, read about it on TechDirt. I was interested in Crocs but could not find them on the Zappos site. I emailed their customer service, and they replied that although they don’t sell crocs anymore, they gave me links to three other sites that do! That’s amazing customer service!! I’m going to shop Zappos whenever I can!
Hi, Im from Germany and just had the pleasure to chat talk with Jonathan too. It was my first Zappos experience and it was just GREAT. For once though HE was wowed too when I told him that I read about the “3rd-chat” and recognized him. I guess the converstion made him famous all over the world
Germany needs Zappos too!!!
[...] http://www.sitelead.com/blog/zappos-live-chat/2009/06/01 [...]
Jonathan is my new hero. My sad little shoe fetish has made me a fan of Zappos for years. I now have a wonderful new reason to respect the company. Go Jonathan and your ability to make chat support unique!
I was searching for some coool transcripts over net. So nice Jonathan. I also work for a e-commerce company and handles live chat support, but this is so nice. I wish our boses give us such freedom. Its just amazing. Nice customization. Learnt alot from this chat. Thanks for POSTING
oops sorry for the typos.
Scripting be damned! It’s so nice when the rep can communicate in a more human fashion, especially for things like troubleshooting when I’ve already tried the first 15 things they suggest and I just want to skip to the real problem! Kudos to Zappos on many different levels, and hopefully a new trend of online live chat and exceptional customer service is emerging!
[...] för Zappos: att Zappos är fullständigt centrerat kring att vara till för kunden. Exempel finns här (och den som chattat från Zappos kommenterar själv bloggpostningen) Något som Amazon försökt [...]
[...] Zappos, an online shoe store, on the other hand, offers excellent customer service via a live chat (provided that you, unlike Louise, have Internet access). Zappos is known for service and for letting their service agents be themselves. Todd from SiteLead, wanted to find out just how good they were and decided to test them. He was impressed. Here you can read how Jonathan from Zappos answered Todd’s pain-in-the-butt-questions. [...]
[...] lite ledord. Inte lika snitsigt formulerade som zappos. Lite kortare. Mer svenskt. Men ändå bra. Exempel på Zappos otroliga kundservice. Och Zappos ledord är grymma tycker jag. Kanske nåt för ett Svenskt Järnvägsföretag att kolla [...]
Seems this has spread far and wide.. I found this on Techdirt and had to read the whole thing. This is great, it’s just a shame that the States has such a poor history of customer service that one incident gets fed around the internet so far.
I run a technical support helpdesk for a small company, it’s unusual I will get chatting to people I don’t know, but usually when I do, I get complements, and it brings about new business.. My boss will sometimes introduce me to new clients and just tell me to “do the thing you do”. My current clients are very happy with the way their relationship with our company is going, mainly because my boss allows me (and my collegues) to own our relationship with our clients.
So good for you Jonathan.. I hope that you got a bonus out of this.
[...] Just for fun, a look at one company that does customer service right. Hmm, I’m guessing its legendary customer service had something to do with its $900 million [...]
People first. I like it.