Will Amazon’s Fire Phone redefine tech support and e-commerce?

Julie Pearl Published on June 20, 2014

Amazon--Fire--Phone--Open-Access-BPO
After making waves in the e-book reader and tablet markets with their Kindle product line, Amazon has just announced the release of their first smartphone. Interestingly enough, it promises easy shopping and queue-less tech support to users, among its string of features. Open Access BPO looks at how the Fire Phone can revolutionize customer service and e-commerce.
Amazon recently unveiled its own smartphone, which signals the e-commerce giant’s entry into the mobile phone business. Called the Fire Phone, the device is the only one of its kind running on Firefly technology, an operating system designed and developed solely for the Amazon product.
The Amazon Fire Phone, as a mobile device, has modern, innovative features that make it a promising competitor to Android and Apple smartphones, but we won’t be discussing much about its tech specs here. Instead, we’ll delve into the Fire Phone’s attempt at redefining customer service and e-commerce.

Untitled-1

Shopping made easy

One of the unique features of the phone is the Firefly button, which quickly launches the camera to identify printed product information and contact details to eliminate the need to list down long addresses and numbers of a seller. It also gets information about the songs, movies, and TV shows you play on the device, offering convenience should you ever want their release dates, show tickets, schedules, and download links.
Perhaps, the bigger purpose of the Firefly button is to tie shoppers within Amazon and nurture the relationship between the online marketplace and its existing customers. All the product data the Firefly button gathers can be used to check if the item is available on Amazon, thus enabling the user to order it directly from their phone. Android and iPhone owners can do this too, but they have to go through hoops that Fire Phone replaces with convenience.

Instant and visual tech support

Amazon--Fire--Phone--Call-center-outsourcing-in-the-philippines

The Fire Phone has another convenient button that solves common issues that customers complain about when dealing with a phone representative. Aptly called Mayday, the button instantly connects a user to a live tech support agent who can either give a walkthrough by making drawn instructions on the phone screen or control the phone the way remote desktop programs do. All these can simultaneously happen while the agent relays instructions from a video call window, but the user can opt out of showing himself to the tech agent.
The Mayday button also promises no waiting and pre-scheduling, as agents can be available within just 15 seconds after pressing the button.
Being put on hold and getting unclear instructions are some of the biggest irks customers hate about phone-based customer service, so the Fire Phone could be revolutionizing the way tech support is done with this built-in feature. That is, if the public embraces the smartphone and if competitors start making this feature available on their own mobile devices without needing to install a separate app.

Should call center outsourcing in the Philippines and India be threatened?

While many doubt that the Fire Phone can knock Android devices and iPhones off the mobile technology throne (mainly because of its steep price and limited apps), it might have an impact on customer service and e-commerce industries in top outsourcing destinations.
Call centers and Internet merchants can learn a thing or two from the phone’s innovations. Amazon took its award-winning customer service to the device, so outsourcing firms could do the same by putting greater concentration on mobile commerce and customer relation apps. Just think of the second-mover advantage, the same phenomenon that launched Amazon to e-retail dominance.

OABPO-Julie Author
As one of Open Access BPO's content writers, Julie Pearl shares her BPO knowledge through her blog posts, research papers, and other resources. She writes about outsourcing news and call center management tips and insights.
Join us on facebook
Open Access BPO 19 hours ago
Delivering outstanding #CustomerSupport on over #SocialMedia promptly is essential for enhancing #CustomerSatisfaction and improving the overall brand experience.

But how can your brand consistently deliver on this crucial front?

Improve your customer interactions and build stronger connections on social media by reading all about it on our blog: https://buff.ly/sdjJ2A3

——————————
Give your brand a CX boost on the social web!
Outsource to a #CustomerService expert today: https://buff.ly/aBetHaO

#WeSpeakYourLanguage
#CustomerService #CSat
#CustomerExperience #CX
Open Access BPO 10 days ago
The world is getting smaller, and your customers come from all corners of it!
Partnering with a culturally diverse #CallCenter team isn't just the right thing to do, it's a smart business move.

Learn about the key benefits in our blog:
https://buff.ly/360SqHP

----------
Want a high-value #CustomerExperience for your diverse audience?

Let our multicultural teams help your brand break into international markets without worries.

Contact us today: https://buff.ly/59i7YD6

#WeSpeakYourLanguage
#CX #diversity #inclusion
Open Access BPO 10 days ago
Open Access BPO is kicking off our Pride Week, a dedicated series of events celebrating #PrideMonth. This initiative underscores our commitment to fostering a workplace culture built on #inclusion and #diversity.

Throughout the week, we've planned a series of meaningful activities designed to celebrate the #LGBTQIA+ community. We believe that fostering an environment where every individual feels valued and empowered is crucial for our collective success.

Our dedication to creating a safe and equitable space extends beyond this week, reflecting our ongoing commitment to a more inclusive future for all.

#WeSpeakYourLanguage
#PrideMonth #Pride2025 #UnitedByLove
#OneWithDiversity #PrideMonth2025
Open Access BPO 10 days ago
Open Access BPO is kicking off our Pride Week, a dedicated series of events celebrating #PrideMonth. This initiative underscores our commitment to fostering a workplace culture built on #inclusion and #diversity.

Throughout the week, we've planned a series of meaningful activities designed to celebrate the #LGBTQIA+ community. We believe that fostering an environment where every individual feels valued and empowered is crucial for our collective success.

Our dedication to creating a safe and equitable space extends beyond this week, reflecting our ongoing commitment to a more inclusive future for all.

#WeSpeakYourLanguage
#PrideMonth #Pride2025 #UnitedByLove
#OneWithDiversity #PrideMonth2025
Open Access BPO 11 days ago
Open Access BPO conducted Plant It Forward, a two-part tree-planting initiative, held in Laguna and Davao in May and June 2025.

Volunteers from both activities planted 300 Philippine indigenous trees, which were selected to help maintain the biodiversity in the area.

“This program is more than just planting trees; it’s about cultivating a culture of social responsibility within our organization and demonstrating our commitment to the communities where we operate,” said Joy Sebastian, Global VP at Open Access BPO.

This is only the start. Open Access BPO vows to continue investing in such environmental projects, affirming its core value of creating positive impact.

Read more about the green initiative here: https://buff.ly/HjTlHZC

#WeSpeakYourLanguage
#OABPOPlantItForward
#OABPOcares #IdeaHubOABPO
Open Access BPO 11 days ago
𝐀𝐝𝐝𝐢𝐧𝐠 𝐯𝐚𝐥𝐮𝐞 𝐭𝐨 #𝐂𝐮𝐬𝐭𝐨𝐦𝐞𝐫𝐄𝐱𝐩𝐞𝐫𝐢𝐞𝐧𝐜𝐞 𝐦𝐞𝐚𝐧𝐬 𝐠𝐨𝐢𝐧𝐠 𝐭𝐡𝐞 𝐞𝐱𝐭𝐫𝐚 𝐦𝐢𝐥𝐞 𝐟𝐨𝐫 𝐲𝐨𝐮𝐫 𝐜𝐮𝐬𝐭𝐨𝐦𝐞𝐫𝐬.
This means transforming basic interactions into meaningful connections.

It's the secret to building strong customer loyalty and driving business success by making customers feel valued and understood.

Dive deeper into what makes a truly value-added #CX and how it can significantly boost #CustomerLoyalty and overall business success: https://buff.ly/8Wxb9gw

——————————
Ready to transform your customer experience? Don't settle for less; elevate your #CX by partnering with a #CallCenter that truly goes the extra mile 24/7.

Learn how our dedicated team can enhance your customer interactions and drive loyalty.
Take the first step towards superior CX today: https://buff.ly/L6dUG5E

#WeSpeakYourLanguage
#CustomerSupport #BPO