The popular Mayday button that Amazon touted in its Kindle Fire HDX seems to have caught on well among users with the company claiming that about 75 percent of customers used the feature to get tech support.
The Mayday button was introduced in Amazon’s Kindle Fire HDX, tapping on which will get a tech support executive attend to your issue in an average of 10 seconds. The customer support executive can doodle on the screen to guide the user to fix the issue or solve it themselves by establishing a remote connection.
The average response time for Mayday requests is now 9.75 seconds. Customers have placed all types of requests from asking the executive to draw rainbows and unicorns to asking them to sing happy birthday to the person they are gifting the device, as they receive the gift. The company said that some executives even received marriage proposals through the service.
Though it looks like the fun side of Mayday button, there is a serious value to it, say some analysts. Several analysts have expressed their opinion that the other companies should wake up to the fact that people are in need of a better tech support when considering the popularity of the Mayday button.
“Companies could learn a lot from the way Amazon does customer service,” said analyst Jack Gold working for J. Gold Associates notes ComputerWorld.
“The focus Amazon has on customers, and has had for years, is often what makes users so sticky to them. It’s true of their general Amazon Web site, too. Consumers love good customer service.”
Gold also said that the Mayday button is not something new as there have always been services using the peer to peer connection to detect and fix technical issues.
Amazon said that the service helps several users as the company doesn’t have brick-and-mortar facilities where users can take their devices to be fixed by the tech support team.
