These days, Amazon is practically a household name. Of course, they haven’t always been at the top of the game. In fact, it took a lot of hard work and customer care to get to where they are now. Among companies today, Amazon is arguably the leader in continuously raising the bar. In 2013, the company released its Mayday button for the Kindle Fire HDX tablet. The single-click support solution allows tablet owners to access an Amazon customer service representative via webcam. Within fifteen seconds, an Amazon representative shows up on-screen to solve problems in a responsive fashion with a simple touch of a button.
Amazon founder Jeff Bezos says it’s, “actually very similar to having someone standing next to you.” In addition to the live video, Mayday call reps can draw lines and shapes on the user’s screen in order to provide visual instruction, telling the user which buttons to press or which menu to open. They can even control the tablet directly if the owner has enabled the feature.
According to TechCrunch, “[Amazon] built a full infrastructure to support it at their HQ in Seattle and, on board, the hardware. By compressing the video signals, they are able to send more data to the devices from tech support and allow tech support to see the data remotely.”
Providing tech support isn’t an easy proposition for both the company and the customer. The Mayday system helps both parties. Customers get better customer service while Amazon reduces the costly number of unnecessary phone calls. It’s convenient too. Mayday is online 24 hours a day, every day of the year, with a live representative available at any time.
The feature has been a huge hit with consumers. Among tablet owners, 75 percent of customer service interactions now come via the button. Amazon has now extended the service to its Fire phone. Why did this work so well? It’s because Amazon is responding to its customers at the exact time of need. It’s leveraging technology to cure little problems before they become big thorny ones. The average time it takes for the representative to pop up on the screen is under ten seconds.