I tried Amazon’s revolutionary Mayday video tech support for the first time today using a review copy of the Kindle Fire HDX 7″. It’s simply fantastic.
In this video, you will see a tech helper named Whitney walk me through a problem I had with my New Yorker subscription, which turns out not to be available yet on the HDX. Whitney was able draw orange circles on my screen, to show me precisely where to tap, and she could see exactly what I was looking at.
Amazon’s tech support by phone has always been exemplary, but when you add the ability to see the person who is helping you, it’s a whole new experience. It’s more personal, as if you’ve asked a friend for help and you’re both sitting at the same desk, working through the problem.
In an earlier session, I had been trying to hit the delete button on the Kindle Fire, but it was covered up by the video chat box showing the tech support guy who was helping me. When I tried to move the box, I inadvertently clicked on the “X” that ended the session, and he disappeared. If you put the arrow on the video image, you can move the video window around as needed. The Amazon tech helper can also move the screen from his or her end of the transaction.
The HDX doesn’t ship until late next week, so the Mayday staffing is not as robust as it will be at launch. Even so, I had to wait for just a few seconds for Whitney to appear in the little video window on my Kindle Fire. The goal when Mayday goes live is to have a response time of 15 seconds or less. I have no doubt that Amazon will meet this goal, and that people are going to love it.
Mayday will reset expectations for tech support the way the original Kindle reset expectations for eReaders. Instead of loading books to your device with a cable, the way the Sony Reader did, the original Kindle let you download them wirelessly to the device. It seemed like magic. And now, instead of talking to an unseen person on the phone, you will see your tech helper onscreen in 15 seconds, 24 hours a day, 365 days a year, for free.
I hope you find this demo useful. I will have more about my first impressions of the Kindle Fire HDX 7″ in this week’s episode of The Kindle Chronicles podcast.