Amazon offers live customer support at its customers’ fingertips with new Mayday button

Published on 29 November 2013 by in Latest News

Mayday button customer service1 Amazon offers live customer support at its customers’ fingertips with new Mayday buttonOnline retail giant Amazon has once again stepped up its efforts to put customer service at the heart of its business with the new Mayday live help feature.

Built in to all next-generation Kindle Fire HDX tablets, the prominently displayed Mayday button provides device users with an almost instantaneous connection with Amazon assistants via live video chat. As vice president of Kindle product management Peter Larsen explains, this innovative feature aims to lend a more personable feel to Amazon’s customer service.

“Mayday is a way to bring tech support from the mall to your living room,” summarised Larsen in a Laptop Magazine interview. “A customer who is having a Mayday moment may be a little tense or agitated; seeing a friendly face on the other side makes for a much more personal, engaging experience.”

As each device is registered to a user’s personal Amazon account, this also gives the company an opportunity to compile a CIM profile of each customer, with information on previous interactions, browsing history and device settings. This enables Amazon to more carefully tailor its services to their individual needs and offer more specific, relevant communications.

Beyond personalising the customer experience in this way, the Mayday option also offers many practical benefits to enhance customer service effectiveness. Amazon technical support assistants can digitally draw on the customer’s screen, for example, providing clearer visual instructions on how to overcome an issue or use one of the tablet’s features.

Amazon has also invested heavily to ensure the service is always available, aiming to answer calls within 15 seconds, 24 hours a day and 365 days a year.

”The way we think within Amazon is from the customer’s perspective,” Larsen explains, commenting on this commitment. “A lot of companies would look at a service like Mayday and would only see a lot of expense. We think if it’s good for customers, that’s what we’re going to do.”

To learn more about how technological solutions can enable companies to improve their customer service offering, contact numero.

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