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Will Mayday be the Next Boy Who Cried Wolf?

By Mike Mullane | August 13, 2013 | Blog

SphereWMS has always made superior customer service connections a priority. Proud to enlist the best inventory management software for 3PLs, we look forward to working with other companies who also seek to make customer support affordable and easy to navigate.

Mayday, Mayday!

MayDay

The new customer support system from Amazon makes the interactive assistance of an in-person encounter accessible from wherever a Kindle is used. Mayday is a feature of Amazon’s Kindle reader, connecting users with representatives who answer questions via a video chat. At the touch of a button, a support agent will hear you and see your screen. Amazon has set a goal of providing this support within 15 seconds of reaching out, and it is available 24 hours a day.

As the movement toward more automated, impersonal and difficult to navigate forms of support continues, businesses who treat people as valued customers will become even more important. Compared to unhelpful though cost-effective methods, Mayday is an incredibly innovative form of support, proving that Amazon too stands at the forefront of customer service innovation.connecting users with representatives who answer questions via a video chat. At the touch of a button, a support agent will hear you and see your screen. Amazon has set a goal of providing this support within 15 seconds of reaching out, and it is available 24 hours a day.

Will it Prove Successful?

Of course, at this tenuous beginning, the true success of Mayday is yet to be decided. Even assuming the feature operates smoothly, the number of support staff it would take to provide such a scale of on-demand assistance is enormous, leading to huge operating costs.

While most users will truly have questions about their devices, there will be others like the bored and lonely who seek out someone to talk to in the quickest way they know how, or those who might abuse Mayday to threaten or terrorize representatives in some way. While not insurmountable, issues like this will affect Mayday's initial success.

The Customer Service Priority

What Amazon has truly hit upon in this twist on customer service is the need to do more than just solve problems. In order to flourish, businesses must go far above and beyond the expectations of customers, making it a priority to bring them assistance that is simple and easy.

At SphereWMS, we too know that customers are the driving force behind any successful business and should be given every care to make them feel that way. That’s why whatever the outcome of Mayday for Kindle, Amazon’s endeavor will be recognized as a show of dedication to ensuring customer satisfaction.

There’s a reason that at SphereWMS we staff our own help desk, answering all our own calls and providing the best customer service that we can. You will never encounter an automated message or feel anything other than taken care of when making an inquiry. From first call and all the way through the implementation process, we partner with you to make your experience an excellent one.

It’s by design that our customers are treated with the greatest care and concern possible. If we can go a long way to make a customer’s day a little better, then it’s just one more sign that we are one of the best inventory management software companies and that’s how we intend to stay.