Mobile // Mobile Devices
News
10/1/2013
06:12 PM
50%
50%

Is New Kindle The Future Of Contact Centers?

Amazon's one-touch "Mayday button" on the new Kindle Fire HDX is our first glimpse of the 24-7 customer service world to come.

We have featured advances in unified communications and collaboration geared to the contact center market a number of times on this site, but I haven't seen anything very interesting at the consumer end -- until now, from Amazon.

When it announced the new version of the Kindle, the Kindle Fire HDX, Amazon.com Inc. (Nasdaq: AMZN) made sure everyone knew it was a full-featured tablet available in 7-inch or 8.9-inch versions, not just an e-reader. But what caught the attention of much of the punditry on the Web was one new feature, the so-called Mayday button.

As described in the piles of information about the new Kindle tablets on Amazon's purchase page, the Mayday button is a one-click customer service button that will put you into live video contact with a service person, any time, 24 hours a day. The service person can help walk you through whatever issues you have with the device. Amazon claims the goal for a response time is 15 seconds or less. The service is free.

CNet had some good snark about how Apple Inc. (Nasdaq: AAPL) makes you go to a "genius bar" in a store to get this kind of service. But it also compares the quality of the service that another CNet writer saw in a demo to the level of quality from the Apple geniuses. That is pretty high praise. Say what you will about Apple's marketing strategy, its support has always been at the top of the game.

Neal Shact of Communitech Services, writing on NoJitter, is ebullient about the Mayday button and what it means for Amazon. He asks if this is as important as the "shot heard round the world" at the start of Revolutionary War. That seems a bit of a stretch, but Shact raises some good points about the deep integration of customer data and service that has to exist at the core of the Mayday button. As he puts it:

There is no reason that CRM and ERP data should be housed and accessed with two different processes. Some companies combine the two and refer to it as their Master Data. Nor should it be difficult to access this master data with communications technologies, whether it is video and audio like Amazon, or some other type of communications mediums.

Read the rest of this article on Collaborative Planet.

Comment  | 
Print  | 
More Insights
Comments
Newest First  |  Oldest First  |  Threaded View
anon4285313226
50%
50%
anon4285313226,
User Rank: Apprentice
10/2/2013 | 8:20:16 PM
re: Is New Kindle The Future Of Contact Centers?
Problem here is... If you have an issue with your device... you can't really use it to "click here for help"... Kind of counter productive!
OtherJimDonahue
50%
50%
OtherJimDonahue,
User Rank: Apprentice
10/2/2013 | 12:51:22 PM
re: Is New Kindle The Future Of Contact Centers?
It is a truly amazing idea ... you know, if it works. Call me jaded, but I'm reserving my enthusiasm for when it's actually demonstrated.

But if it works? Yes, this is groundbreaking.
Building A Mobile Business Mindset
Building A Mobile Business Mindset
Among 688 respondents, 46% have deployed mobile apps, with an additional 24% planning to in the next year. Soon all apps will look like mobile apps and it's past time for those with no plans to get cracking.
Register for InformationWeek Newsletters
White Papers
Current Issue
InformationWeek Tech Digest, Dec. 9, 2014
Apps will make or break the tablet as a work device, but don't shortchange critical factors related to hardware, security, peripherals, and integration.
Video
Slideshows
Twitter Feed
InformationWeek Radio
Archived InformationWeek Radio
Join us for a roundup of the top stories on InformationWeek.com for the week of December 14, 2014. Be here for the show and for the incredible Friday Afternoon Conversation that runs beside the program.
Sponsored Live Streaming Video
Everything You've Been Told About Mobility Is Wrong
Attend this video symposium with Sean Wisdom, Global Director of Mobility Solutions, and learn about how you can harness powerful new products to mobilize your business potential.