One of the trickiest issues with technology is how to effectively support customers. This can be as simple as helping customers recover their login to a password protected website or as complicated as setting up a new home entertainment system.
Today, Amazon chief Jeff Bezos unveiled Mayday, a really cool approach to tackling this issue. When you press a special “Mayday” button on their Kindle tablet, a live person appears in a video screen to help. Within 15 seconds. And they can takeover your screen and help you through whatever is frustrating you. This is a game changer, and I applaud whoever came up with the name. It is just perfect for this customer support application.
While Apple offers a similar service, it’s cumbersome (you need to call or go to a specific support site) and it’s expensive (you need either an extended support package or be prepared to pay forty bucks for the call). With Amazon, it’s included; you just need to be on a wifi network. The thought of pressing a button on a tablet and presto! – someone appears. I couldn’t help but be reminded of The Great Gazoo appearing on the Flintsones, only this time being helpful rather than mischievous.
So, what do are you doing to go the extra distance in supporting your customers? That same video technology is widely available via Skype, Facetime, and other free platforms. Even further down the technology ladder, how many of you provide your cell phone to your customers? I know several outstanding surgeons who have it on their business cards and provide them to patients just in case. These surgeons tell me it instills great confidence and is rarely abused.
Regardless of the technology or tool being used, being accessible to customers with a human touch in the digital age is a clear winner. I bet lots of people are going to be buying their parents a new Kindle for the holidays, especially knowing that live help is just one button away.
Note: Click here if you want to read the full Mayday article: