Amazon touts success of Kindle Fire HDX Mayday Button

By Brandy Shaul Comment

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Amazon is pretty proud of its Mayday Button. The technology, available for free on Kindle Fire HDX devices, allows users to have near-instant access to a real support team member, 24 hours a day, seven days a week, and 365 days a year.

Since launch eight months ago, the Mayday Button has become the most popular form of support-related communication for Kindle Fire HDX users, who have questions concerning everything from updating or installing apps to how to finish an Angry Birds level.

“When we set out to invent the Mayday button, we wanted to revolutionize tech support—and we’re happy to report it’s working!” said Scott Brown, Director of Amazon Customer Service. “75% of customer contacts for Fire HDX now come via the Mayday button.”

Support requests have been made from users around the world, from Australia and Venezuela to St. Lucia and Kenya, to name a few. To access the feature, users tap on the Mayday Button in their device’s Quick Settings menu, and wait for a response from an advisor.

Brown adds, “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.”

Think all support questions are serious? Not exactly. Here’s a look at some of the more unusual requests that have been made to Mayday support staff.

“–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.

–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.”