Amazon unveiled their latest Kindle Fire HDX tablets this week. Typically I wouldn’t really care since I’m not in the market for one. But Jeff Bezos did show off a new feature that caught my eye.
Called “Mayday”, it’s a little button in the main system tray right next to the home button. Push it and less than 15 seconds later you’ll be in a live video chat with an Amazon tech support person. You can see them and talk to them. They can hear you but they won’t see a video of you. The Kindle expert can even take control of your tablet to show you how to do something.
I’ve been thinking more through this over the past few days and wanted to share some that.
Customers will love this.
Especially the non-techy people like your aunts, uncles, moms, etc. You can give them a Kindle Fire and not be bombarded with calls and emails on how to do something. It’s a Kindle expert at their fingertips whenever they have a question.
The video feed actually showing the expert is genius. It makes each interaction more personal. You get a name and a face to go with it. You get to actually see that they’re enthusiastically there to help you. While they’re drawing on your tablet or showing you a feature, you’ll see them every step of the way.
But the real genius with the video is that they can only hear you. It’s all voice to them. They can’t see what you’re wearing (or not wearing I guess). It’s total piece of mind on the customer’s part. A customer doesn’t have to make sure they look good before reaching out for help.
When all this goes right, it’ll be a great support experience for the customer.