In late 2013 Amazon introduced the ‘Mayday Button’ with the launch of the Kindle Fire HDX, and many had doubts that the service would be able to handle the pressure of adding customer service to a tablet line. Now eight months into the release, Amazon’s on-device tech support (available 24×7, 365 days a year…for free) is proving to be one of the best features that customers have at their disposal.
Earlier today, Amazon announced that the Mayday button is now the most popular way for Fire HDX customers to contact customer service, and the average response time is just 9.75 seconds. “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% 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.”
In a recap with the press, Amazon listed off a few of the more interesting Mayday calls, including a call from a customer that could not get passed a certain Angry Birds level for a week, a simple call to a Tech Advisor, “helped a customer beat the level,” stated Amazon, a trick that would have helped millions of us had the service been launched during Angry Birds fever.
Other highlights include friends asking how to make a perfect peanut butter and jelly sandwich to settle a dispute, and someone even asked a Tech Advisor to sing happy birthday as they were receiving a Fire HDX from their boyfriend. (Please do not propose this way, Amazon will love you but your possible fiance may not think it’s the techiest-cool-thing to do for such an event).
The service is free and from the reports, doing amazingly well. Now 75% of all questions received about the Kindle Fire HDX comes from the Mayday button, all with an average response time of just 9.75 Seconds.
Now if only cable, public utilities and the DMV would take some notes.
more info: amazon.com
