Hold On!

Hold Up

Please select a minimum of three sectors in the menu above.

Got It
  • Mayday gives customer service a friendly face
  • Mayday gives customer service a friendly face
    Howard County Library System, Creative Commons (2015) ©
CASE STUDY

Amazon Mayday: saving customer service

When it comes to good customer service, it’s all about convenience. Yet nothing beats an old-fashioned face-to-face chat when you’re in a bit of trouble. With increasingly busy customers demanding a flawless, rapid service experience, can Amazon step up to the challenge with its Mayday button?

Location Global / North America

Scope
Whether you’ve dropped your phone down the toilet or you simply can’t find the power button on your latest gadget, at some point we all have to face up to the tedious process of contacting customer service. But does it have to be so painful considering how easy it is to communicate with people just about anywhere around the globe?

Amazon has come to the rescue with the Mayday button, which connects Kindle Fire HDX tablet owners to a customer service representative via webcam. By providing face-to-face interaction with human beings, can Amazon deliver better customer service ...

Canvas8

Related

  • Article image UK Gen Y on Communications

    Renowned for being ‘always on’, do Gen Yers ever take a break from their social circles? Are they addicted to Facebook? Have they really got no time for a phone call? Canvas8 sat down with Brits between the ages of 18 and 35 to find out how they really keep in touch.

  • A virtual assistant on Facebook Messenger A virtual assistant on Facebook Messenger

    You can chat, video call and transfer money using Facebook Messenger, and soon you may be able to talk to a virtual assistant, too. The assistant, called ‘Moneypenny’ internally, will help you order products and services. But unlike other virtual assistants, this one will be a real person.

  • Article image Tango Shop: chatty commerce for gen mobile

    Shopping as we know it could be about to change. With over 50% of e-commerce traffic coming from mobile devices, an app called Tango is catering to a generation that’s stuck staring at their smartphones. With the ability to chat, share and buy all in one place, could rivals be left behind?

  • Online customer service through video Online customer service through video

    While only 1-2% of contact centres operate with video, footwear retailer Schuh sees the potential it offers. By giving its call centre video capacity, it's aiming to better engage with their customers. And it’s proving a success - the value of orders following a video call are 10-15% higher.