Eight months ago, Amazon launched the Mayday button, connecting tablet users to live, on-device tech support 24×7, 365 days a year — for free. Last week Amazon has announced that the Mayday button is now the most popular way for Fire HDX customers to contact customer service, and the average response time is just 9.75 seconds.
“When we set out to invent the Mayday button, we wanted to revolutionize tech support — and we’re happy to report it’s working!” says Scott Brown, Director, Amazon Customer Service. “Seventy-five percent of customer contacts for Fire HDX now come via the Mayday button. Even as the Mayday button has grown to become the most popular way for customers to ask questions, the team’s been able to beat the response time goal of 15 seconds or less — our average is just 9.75 seconds.”
Unusual Mayday anecdotes include:
After being stuck on a specific Angry Birds level for a week, a Tech Advisor helped a customer beat the level.
What better way to settle a score than to use the Mayday button? A group of friends asked how to make a perfect peanut butter and jelly sandwich to prove whose approach was best.
A Tech Advisor sang happy birthday to someone as they were receiving a Fire HDX from their boyfriend.
Contacts are coming in from customers traveling around the world—Australia, Bolivia, Egypt, Kenya, St. Lucia and Venezuela, to name a few.
Customers have asked Tech Advisors to draw everything from happy faces to rainbows, unicorns, fire-breathing dragons, and aliens.
Mayday Tech Advisors also get their fair share of date requests and marriage proposals, but beyond that, they’ve been called everything from helpful, patient, sweet, wonderful, and courteous to beautiful, polite, and the “BEST EVER.”
The Mayday button is free and available 24/7, 365 days a year. To use, you simply tap the Mayday button in Quick Settings, and an Amazon expert will appear on your Fire HDX and can co-pilot you through any feature by drawing on your screen, walking you through how to do something yourself, or doing it for you — whatever you’d prefer.