Amazon Kindle Fire HDX User Support Serviced 75 Percent Via Mayday Button, In Under 10 Seconds
Time will tell, but we might look back one day and talk about how Amazon reinvented tech support. How so? The company's Mayday button that connects Kindle Fire HDX owners to a live tech support agent 24 hours a day, 7 days a week, and 365 days a year. There were no shortage of concerns when Amazon first announced its Mayday feature, such as long wait times and the potential to abuse the service. However, it's been working surprisingly well.
According to Amazon, three out of four Kindle Fire HDX customer questions now come via the Mayday button. And despite servicing the vast majority of customer inquiries, the average wait time when pressing the Mayday button is under 10 seconds (9.75 second, to be precise). Amazon was also able to keep the wait time below 10 seconds on Christmas day last year.
"When we set out to invent the Mayday button, we wanted to revolutionize tech support—and we’re happy to report it’s working!," said Scott Brown, Director, Amazon Customer Service. "75 percent of customer contacts for Fire HDX now come via the Mayday button. Even as the Mayday button has grown to become the most popular way for customers to ask questions, the team’s been able to beat the response time goal of 15 seconds or less—our average is just 9.75 seconds."
As for abusing the feature, Mayday support agents can't see the person requesting help, so if someone is clowning around nude and just wants to show off their private bits, they're out of luck. What's more, Amazon isn't being all stuffy with what its agents are allowed to help with. In one instance, Amazon says a Mayday tech adviser helped a customer beat a level on Angry Birds that he'd been stuck on for a week.
"What better way to settle a score than to use the Mayday button? A group of friends asked how to make a perfect peanut butter and jelly sandwich to prove whose approach was best," Amazon says.
Have you used the Mayday features? If so, what was your experience like?
According to Amazon, three out of four Kindle Fire HDX customer questions now come via the Mayday button. And despite servicing the vast majority of customer inquiries, the average wait time when pressing the Mayday button is under 10 seconds (9.75 second, to be precise). Amazon was also able to keep the wait time below 10 seconds on Christmas day last year.
"When we set out to invent the Mayday button, we wanted to revolutionize tech support—and we’re happy to report it’s working!," said Scott Brown, Director, Amazon Customer Service. "75 percent of customer contacts for Fire HDX now come via the Mayday button. Even as the Mayday button has grown to become the most popular way for customers to ask questions, the team’s been able to beat the response time goal of 15 seconds or less—our average is just 9.75 seconds."
As for abusing the feature, Mayday support agents can't see the person requesting help, so if someone is clowning around nude and just wants to show off their private bits, they're out of luck. What's more, Amazon isn't being all stuffy with what its agents are allowed to help with. In one instance, Amazon says a Mayday tech adviser helped a customer beat a level on Angry Birds that he'd been stuck on for a week.
"What better way to settle a score than to use the Mayday button? A group of friends asked how to make a perfect peanut butter and jelly sandwich to prove whose approach was best," Amazon says.
Have you used the Mayday features? If so, what was your experience like?
