Amazon Kept Kindle Fire HDX's Mayday Wait Time to Below 10 Seconds on Christmas

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News Posted: Thu, Dec 26 2013 9:59 AM
You've probably seen one of Amazon's commercials touting the new "Mayday" support feature in Kindle Fire HDX devices. Just tap the button and moments later a helpful support representative like Amy in the TV commercials will appear and guide you through whatever tablet troubles you might be having. We were always a bit skeptical that users would have access to live support in a timely fashion, but if Christmas Day is any indication, our fears are unfounded.

According to Amazon, the average response time when a customer tapped the Mayday button on Kindle Fire HDX was just 9 seconds on Christmas, which is significantly faster than the 15-second goal Amazon had set for itself. That might not sound like a big deal, but consider how many people received a Kindle Fire HDX on Christmas morning -- one of the first things they're likely to do is experiment with the Mayday feature.

Kindle Fire HDX

"We set a goal for ourselves to have a response time of 15 seconds or less when a customer tapped the Mayday button—we’re proud to say that on Christmas Day we met this goal, with an average response time of just 9 seconds," said Dave Limp, Vice President, Amazon Kindle. "We’re excited that millions of customers opened a Kindle Fire tablet this holiday season, and we’re glad so many customers tried out the Mayday button."


Amazon shared a few support stories that happened on Christmas, including one where a young girl accidentally tapped the Mayday button and freaked out when a rep appeared on screen. Her parents could be heard laughing in the background. Another 'support incident' involved a group of carolers who called in and sang to the team.

Kudos to Amazon for a smooth rollout.
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realneil replied on Thu, Dec 26 2013 9:04 PM

That's impressive.

Dogs are great judges of character, and if your dog doesn't like somebody being around, you shouldn't trust them.

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sevags replied on Thu, Dec 26 2013 10:17 PM

Pretty nifty! I got my sister a 7" HDX for Xmas so far she is loving it, unfortunately she's is another state so I am unable to play with it!

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