Tuesday, October 15, 2013

Mayday!!!

     This year, Amazon's Kindle Fire HD tablets came in at number 8 on the best tablets of 2013 from techradar.com. With the success of Kindle tablets, just recently Amazon introduced the Kindle Fire HDX. Among many other unique features, one of the most intriguing is the customer support option provided by clicking on the "Mayday" button. Once you push the button, a live support representative will pop up on your screen in the form of video chat. You can see the representative, but the representative cannot see you. However, the customer support agent does have the ability to see your screen, control your tablet, and draw arrows or lines on your screen to point you in the right direction. Though this seems like a great idea, it might run into a few problems with consumers and also with the company, Amazon.  

     Are people going to feel comfortable allowing a live person access into their tablet and having the ability to make changes? Privacy is at the top of everyone's list when dealing with personal devices and data security. Employees using the Mayday button at work allow support representatives access into company networks and data, which increases the potential of security breaches.

     Another factor to address...is it cost effective? How much will it cost the company per video chat for a live person to be available 24 hours a day, 7 days a week to answer support questions... or to answer prank calls? Having an automated support representative to answer customer questions decreases the cost of support, while increasing customer satisfaction. 

     What do you think about Kindle's new Mayday feature? Do you think the benefits of a live support agent outweigh the cost?