Amazon’s Mayday feature, which provides on-device tech support all day, every day on the Kindle Fire HDX, has become a popular option among owners. Three-quarters of Kindle Fire HDX tablet owners are using the Mayday button for IT support and other forms of customer service, Amazon announced on Friday. The average Amazon response time to those calls for help is 9.75 seconds. Amazon introduced the Mayday feature with its Kindle Fire HDX last year. The company’s Kindle Fire HDX tablet line allows users to tap a “Mayday” button on their device to get help from customer service. The feature was designed to replace unnecessary calls and make it easier for Amazon’s tech support to fix issues. Once users grant access, Amazon’s tech support can, if preferred, get on the device to fix problems without requiring any user input. Amazon’s tech support can also draw on the screen and walk users through a fix.
Amazon’s average response time for Mayday button customer inquiries on its Fire HDX tablet is 9.75 seconds. Although that time is great for Amazon, tech execs pondering their own Mayday button approaches may cringe a bit. Why? Amazon’s Mayday button is likely to be replicated in the enterprise. After all, Salesforce is already working on its SOS button, which mimics Amazon’s Mayday approach. The challenge is that the customers working with Salesforce are going to realize that more than a few ducks have to be lined up to even approach Amazon’s response time. Amazon set a goal of responding to queries in under 15 seconds. Salesforce’s limited beta of the SOS button will launch this month. In a nutshell, enterprises will have to match Amazon’s benchmarks to play ball, new agents will be required and then mine the customer base so only the best customers get the Mayday button treatment. Will customers compare enterprises to Amazon’s response time? The other catch here is that enterprises are going to have to account for a good bit of goofing off with a customer service button.
