Will the new Kindle Fire HDX “Mayday
Button” change the customer support and customer engagement industry forever? You better believe it!
If Amazon’s support team can execute the service flawlessly
Kindle’s new “Mayday Button” will change our industry and the current customer service
framework forever! Finally a company
that provides on demand, live, true human to human video conferencing, fully
engaged customer support. Gone are the
days of the back office, out of sight, appearance doesn’t matter, location
(region) doesn’t matter, customer support and engagement services. What does this mean for Kindle’s competition?
And what about the customer service industry as a whole?
A few decades of
evolution for the customer service and support industry as a whole
In the last few decades the emphasis of customer service and
support as a significant leveraged marketing advantage has gone through a
unique paradigm shift. In the early
1990’s progressive companies where doing everything in their power to reduce the
costs associated with providing customer service and support. This insatiable
desire to drive down costs was the impetus behind the dramatic growth in the offshoring
of support services. Originally intended and suited more towards back office
tasks and functions (BPO), it was quickly rationalized that the cost savings
could also benefit live agent customer service and support functions. This
practice, while in its infancy, suffered dramatic hits to customer loyalty,
satisfaction and retention. Those few companies that were fortunate enough to
have a solid grasp on their back-end numbers quickly realized the true financial
impact that they were experiencing from the high loss of dissatisfied customers.
Those losses quickly dwarfed the initial savings that rationalized the moves to
reduce costs.
Why someone buys your
product?
As the gaps between product differentiation become less
distinct the level of customer service and support that a company chooses to
offer becomes the only real reason for choice. The true cost of choosing to
provide, or not provide great customer service has again become a market differentiator. I used the word again
because through generations of time has not great customer service always been
the expectation?
Our changing
connected world
From the 1990’s fast forward to current day. In today’s seamlessly connected world doesn’t
Kindle Fire “Mayday Button” offering seem like it should be the norm for all
companies? Yet for some reason it’s not. And in an even greater marketing move,
the service is offered free on the Fire HDX! How many other companies would
gladly charge an arm and leg for such a service, or if at all? If you have seen
any of the recent commercials for the new Kindle Fire HDX it’s the feature and
benefit of the “Mayday Button” that stills the show. Don’t you immediately think to yourself how
wonderful it would be to have this type of button on all your smartphone,
tablet, TV or any other devises? Now consider how industry altering this can be
for the competitive market. Will all
devices and manufacturers hurry to jump on the competitive bandwagon?
Talking to a customer
service agent via video conference
So, think of your last customer service or customer support
phone or chat experience and envision having done that via video conference!
What would they have looked like, in what country was your call handled, and
what would the office surroundings behind them have been? Now envision the
challenges facing the customer engagement industry resulting from the emergence
of this type of service offering. Not
only for the manufacturer but the service provider they outsource too.
All said a welcome
change and “hats off” to Amazon and the Kindle Fire HDX!
It takes companies like this to drive needed change within
markets and to recognize the sheer power of offering a seamless integration and
convenience of service and support for users of their product. Having been in the customer service and
support engagement industry for over 30+ years I have seen many companies do
everything within their power to reduce and cut levels of service to their
customers. While I’m sure Amazon will
also be sensitive to associated costs, it is refreshing to see them make the
commitment and seamlessly provide customer service and support video
conferencing at the touch of a button, available at no additional cost to their
customer. Way to go Amazon!