Amazon's Mayday response time at 9.75 seconds: What it means for customer service

Amazon's Mayday response time at 9.75 seconds: What it means for customer service

Summary: Amazon ups the ante on its Mayday button, which is going to be used in the enterprise too with the help of Salesforce. Your benchmark: A response in under 10 seconds.

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Amazon's average response time for Mayday button customer inquiries on its Fire HDX tablet is 9.75 seconds. Although that time is great for Amazon, tech execs pondering their own Mayday button approaches may cringe a bit.

mayday button

Why? Amazon's Mayday button is likely to be replicated in the enterprise. After all, Salesforce is already working on its SOS button, which mimics Amazon's Mayday approach.

The challenge is that the customers working with Salesforce are going to realize that more than a few ducks have to be lined up to even approach Amazon's response time. Amazon set a goal of responding to queries in under 15 seconds. Salesforce's limited beta of the SOS button will launch this month.

Expanding Amazon's Mayday button: Five new uses to ponder

Salesforce launches Service SOS, an enterprise version of Amazon's Mayday button

In a nutshell, enterprises will have to match Amazon's benchmarks to play ball, new agents will be required and then mine the customer base so only the best customers get the Mayday button treatment. Will customers compare enterprises to Amazon's response time?

The other catch here is that enterprises are going to have to account for a good bit of goofing off with a customer service button.

Amazon's statement noted that a tech advisor gave Angry Birds advice, talked peanut butter and jelly, sang happy birthday and fielded marriage proposals. Rest assured there was probably some psychotherapy tossed in too.

Of course, Amazon is building customer relationships and engagement with the Mayday button. How many enterprises are going to measure call center productivity with a happy birthday sing-along?

Topics: CXO, Amazon, Enterprise Software, Mobility, Salesforce.com

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5 comments
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  • Enterprise is not consumer

    My guess is that customer service from Saleforce will compile their tickets and send the data to the corporate customer and I also assume (maybe wrongly) that the company will be paying either for each call or a pool of calling each month and will not want to see their employees abusing a call center.

    Consumers on the other hand can do what they like.
    Rann Xeroxx
  • Amazon Goals

    Amazon, as noted, is building customer relations with the Mayday button. They are taking the idea seriously and so far are executing. The copiers will, as normally happens, screw up because they are copying the feature to be like Amazon. They need to implement it for the correct reasons.
    Linux_Lurker
  • Comcast ...

    I called Comcast the other day ... to order service ... with a phone response wait time between 1 hour 24 minutes and 1 hour 50 minutes. So Comcast, if you're listening (and I'm sure you're not) ... you might want to up your game here. And while you're at it, fix the pixelation problem with my HD signal ... I'll wait ... on hold ... still waiting. Goodbye.
    therealjoeallen
    • Comcast just plain sucks

      Comcast always ends up on the high end of dissatisfied customers year after year. Just below AT&T which always manages to suck. I just stopped wasting my time with Comcast and CS. If I have issues I make sure its not on my end and then I just send CS a email telling them my broadband is not good and to investigate. I don't ever plan to buy anything more in services from Comcast.
      Waiting is never good for a customer and some companies try and change that, and some just make ads saying they do, when in fact they don't.
      JohnnyES-25227553276394558534412264934521
  • Response quick, how is the service?

    So its nice to see a quick response to help. But I would like some ideal of how satisfied are people with the help? I really don't like waiting to talk to someone, and frankly its why I don't like Google because they basically do everything by a message, forum, and email system. Its really rather standoffish and I don't care for it. I think Amazon responding quickly at least avoids the customer from adding one more frustration to a issue they already have with Amazon. A customer does nothing but build up steam waiting on hold for a real person.
    JohnnyES-25227553276394558534412264934521