by Jason Uzzell, Vice President, Global Channel Business Development
Amazon’s new free tech support service branded Mayday is slick. With one touch on a Kindle HDX an Amazon technical support agent pops up in a window. You can see and communicate with them, but they cannot see you. The agents can remotely control and draw on your device to help solve problems. I recommend watching Lance Ulanoff’s review on Mashable.com for a more complete analysis: http://mashable.com/2013/10/
Some of the short comings of Mayday include:
- Kindle HDX is the only supported device at this time.
- Only works over a WiFi network
There is also a concern that Amazon cannot scale the free service to support a consumer market and maintain a 15 second or less response time. Amazon has overcome the challenges of scaling other businesses, so there is no reason to doubt them now.
I wonder if Apple will be willing to cut into their profits margins, which their investors enjoy, by offering a free service. I am not confident an Apple without Steve Jobs will be able to create a more innovative service.
Amazon CEO Jeff Bezos and his team seem to have it done it again. Mayday looks like a game changer like their Amazon Web Services offering
How does this relate to enterprise mobility? I wonder if enterprises adopting the BYOD models will want end users turning to Amazon for tech support. Will IT departments want an Amazon technical agent having full access to a device where their corporate data resides?
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