US online retail giant Amazon today announced that on Christmas Day, the average response time when a customer tapped the Mayday button on Kindle Fire HDX was just 9 seconds, faster than the response time goal of 15 seconds. Thousands of Mayday Tech Advisors across the U.S. were available on Christmas Day to take calls from customers.
The Mayday button is on-device tech support for Kindle Fire HDX tablet. The user is required to tap the Mayday button in Quick Settings, and an Amazon expert appear on the 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 works best. 15 seconds or less is the Mayday response time goal. Mayday is available 24×7, 365 days a year, and it’s free.
“We set a goal for ourselves to have a response time of 15 seconds or less when a customer tapped the Mayday button–we’re proud to say that on Christmas Day we met this goal, with an average response time of just 9 seconds,” said Dave Limp, Vice President, Amazon Kindle. “We’re excited that millions of customers opened a Kindle Fire tablet this holiday season, and we’re glad so many customers tried out the Mayday button.”
Amazon has listed some favorite Mayday calls and customer reactions from Christmas Day:
- A young girl got a Kindle Fire HDX for Christmas. She was playing around with it and accidentally tapped the Mayday button–when she saw the Tech Advisor, she just screamed “MOOOOOOMMM!”, not having expected a person to pop up on the screen. Her parents could be heard laughing in the background.
- A customer put a picture of their Christmas tree and their stockings hung in front of the fireplace on their Fire HDX display, and called in to wish the Tech Advisors a Merry Christmas.
