What’s the biggest differentiator for Amazon’s new Fire Smartphone? It’s not the 3D “we know where you’re looking” user interface, IMHO. It’s the tight integration of Amazon’s Mayday instant chat with someone who can help you do things on your phone 24x7. How many times have you tried to do something on your mobile phone and given up in frustration? It may have to do with accessing the carrier’s services (my voicemail is suddenly full of old messages), or understanding how to use a feature of the phone itself (how do I look up someone’s contact info while I’m talking to someone else on the phone?), or concerns about privacy (if I leave location awareness on, who sees that information, and is it stored somewhere?), or help using an app (how do I clip an FT article from the FT app using Evernote?). According to Darrell Etherington of Tech Crunch,
“The Mayday service offers one-tap access to customer service agents who can talk to phone users via video chat, and take over the screen on their devices to show them exactly how to do something, complete with annotations. The service is available 24 hours, and service representatives will respond to requests within 15 seconds, Amazon CEO Jeff Bezos said on stage.”
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