If you’ve been taking refuge from the headlines on the Government Shutdown, you may have heard talk of Amazon’s announcement of their newest Kindle Fire tablets including a brand new feature that Amazon claims will enhance customer support: Mayday.
Mayday is, indeed, the first of it’s kind. An all-powerful and empowering customer service option the likes of which has not been seen in any other device or product.
While Mayday certainly is revolutionary, the question remains: will Mayday bring about a new norm in customer support, or will fears of privacy concerns and the unmistakeably high cost of entry keep it from growing?
Mayday is Your Live Support Ticket
Amazon is attempting to break the barrier between manufacturer and user that has always existed. If you have a problem with your device or product, you have to find some way to communicate that to the creator in order to get help. Getting in touch means using the usual channels such as phone, email, and snail-mail (it’s amazing how many companies still require it), and lately, through social media.
But how long do you have to wait until they get back to you? What if you need the answer right now? What if you never get an answer?
This is where Amazon’s Mayday comes in.
Mayday can be accessed from the quick settings menu on the new Kindle Fire tablets at any time and from anywhere. Activating Mayday will effectively put you on immediate hold for a customer service representative at Amazon. So far, this is what you might expect from tapping on a phone number in any other product.
But Amazon is promising a maximum wait time of 20 seconds, at which time the real magic starts.
What Sets Amazon Mayday Apart?
Once connected, a video thumbnail appears on your tablet’s screen with the live head of a customer support rep ready to answer any questions. They can hear you and you can hear them, but while you can see them, they can’t see you.
What’s more, the reps have full control over your tablet and are able to manipulate it remotely. And to top it all off, the reps can also draw directly on your screen to give you indications.
Imagine being on your tablet, something happens and you don’t know how to fix the problem. All you do is activate Mayday and a talking head walks you step by step through how to fix it. What could be simpler?
Well, apparently there are some positives and negatives to this system.
- Almost instant
- Easily accessible
- Comprehensive help
The negatives, however, have more to do with personal privacy and possession than anything else.
- Privacy concerns (with the NSA being the big topic, does this give them even more access to your personal information?)
- Have to be willing to give control to a stranger (however qualified, letting someone you don’t know do something on your device is a hurdle for most people)
It will be really interesting to see the reaction and statistics. Who will take the most advantage of Mayday? Who will buy a Kindle because of Mayday?
A while back, my grandparents got a free Kindle Fire as a gift for purchasing a new set of hearing aids. They had absolutely no idea what to do with it, much less how to even turn it on.
I think, with a little instruction, Mayday may have saved their Kindle from being gadget garbage. Unfortunately, we helped them sell it about a year ago so I guess we’ll never know.
Customer Service is Critical
Nevertheless, customer service is still an issue many companies have difficulty with. Finding the best ways to answer questions is an art that needs to be mastered.
While we at JobNimbus have yet to announce a Mayday of our own, our customers are often quite outspoken about how thankful they are for our quick and comprehensive service.
Our users are the reason we started building our CRM and project management software, and we want to make sure they are getting the help they need to succeed. Whether you call our number, email us, or send us a support request, there will be someone on the other line as soon as possible to reply with a smile and a helping hand.
It’s our way of saying thank you and helping you on your way to better customer and project management of your own.