Google is Offering Their Own Customer Service
Posted on November 10, 2009 by admin Under Technology · Leave a Comment
Basically Google has been offering a number of reliable and trustworthy services that are free. There are a number of free customer supports that are available. However what types of services should be offered for free and which services should people be expected to pay for.
Google has been working on identifying these different issues and being able to work through things. There are so many different things that Google has offered, including the ability to have a quick and reliable server. There are so many different issues that should be considered when looking into what Google can expect from their customers.
There are those who are unhappy with this as they do not believe in someone looking for their own answers online first as is available with Google. There are those who have even felt it necessary to complain as there are sometimes problems when you are trying to reach a person through Google and that it is often difficult to be able to reach this person. Further there have been far too many pregenerated emails that have been sent out as answers to very real complaints and issues and these leave users feeling as though they do not matter and their voice does not count. However what types of services can really be expected if you are using a free service?
As Google grows the overall issue will be that they plan on adding more payable services to their list of services and they plan on trying to get additional information and more money for services. So, one thing that is important is that customers remain happy and will rely on Google for their services enough to pay for some of them. Since Google offers so many services for free it would be impossible for them to be able to offer phone support to each person who visits their website.
Google is working on moving past just offering free services and one thing that they are starting to do is work on their advertising potentials. Google is working towards being able to profit off of these small businesses as they are going to be offering better services for a small cost margin. The changes that they will be making to their support are going to be through web pages that offer hints, troubleshooting tips and discussion forums to help address many of these problems. So, without paying for services there really can not be much more offered to the customer for the obvious reasons of cost effectiveness.
There are two main types of services that are offered in connection with the keyword search engine that Google offers. These services are for those who are paying large amounts of money there is a sales team available but for everyone else there is only web based information available through a help center.
There was also phone support available but this has since been reduced. Google has since made it out that the main thing that needs to be considered is that there be more web support and less phone support for even their larger and more important customers.
Google has stated that they use AdWords as their choice for a help center and that this type of center is really able to offer valid phone support. They have worked with advertisers to offer the best possible online services to help attract customers.
Google feels that it is better to get email and web support as it would involve less waiting time or time when one is unable to be productive in their business than phone support. Further they feel that there could also be a better offer to track the services and work to be able to develop fixes for those who have similar and common mistakes.
There are those who admit that there should not be issues or problems with not being able to generate phone contact.
Google is offering great advice on their forums and troubleshooting pages as well. This is relevant in producing concerns for specific issues.
However there are some great programs with Google Apps that are offered to their top users who pay $50/year for that benefit. They are able to talk to Google support 24 hours per day as well as these other benefits. Basically this advanced offer of humans to talk to through support is a major selling advantage for the price.
There are some efficient methods that could be found and used in order to offer better support and a better overall system.
Supporters believe that there are greater opportunities that await Google through innovations and offering customer support in a different setting besides through a calling center.
There are bound to be problems as these new ways are discussed and looked at as there will always be supporters of the old ways.
Google will continue to look into other business ventures. Some of these have included the new Google Apps and Google Voice and the present Google Maps. These services are all offered free of charge so there really is little expected of the support from most. However, their support is comparable to even some paid services.
There will be more people relying on these services as they become more popular. Since there will be more users the current support systems might not work the best and therefore there will be support issues as well.
Google - New Customer Service
Google could have the goal of training customers to be able to be more passive about these types of customer service. However there would likely be problems so the new goal could be to have these customers be prepared to spend a little bit of money to get the much needed support that they desire.
There will be continued support in a number of ways. With this there could be more issues and solving upcoming problems could prove to be difficult.
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