From Amazon’s new Kindle Fire HDX:
Live Support with Mayday
NEW—Simply tap the “Mayday” button to be connected for free to an Amazon expert who can co-pilot you through any feature by drawing on your screen, walking you through how to do something yourself, or doing it for you—whatever works best. Mayday is available 24×7, 365 days a year, and it’s free. Throughout the process, you will be able to see your Amazon Tech advisor live on your screen, but they won’t see you. 15 seconds or less is the Mayday response time goal.
From the customer support side, this is simple awesome. It’s like having a dedicated Amazon expert ready to help you if you run into any trouble. With the response time of 15 seconds or less, it’s a no-brainer for customers to use that channel to get help.
What’s your thoughts on the new Mayday button?
Conceptually – this is a stellar service. I would love to see what it looks like in action and what it takes to provide this to the customers. Chalk this up as another thing that has the potential to make the customer’s experience with Amazon amazing.
You nailed it Adam – conceptually it’s awesome. It’s if they can actually pull it off on a busy day like Christmas morning.
Is this possible in web apps? If not, someone please build this.
I could totally see it as a web app! Just like you have live chat windows, you could have a similar window but with this type of video/audio chat instead.
Wow, Chase that is excellent! I will say that I hope there is some sort of permission that has to be granted on the Kindle side before support can take control. Otherwise, what an amazing way to enhance the customer experience.
From early reports, it looks like you just ask the Kindle expert to take control. It’s the permissions/security side of all this that has me a tad concerned too.