Time for Google to have consumer-facing customer service
http://www.recode.net/2016/5/30/11800532/google-consumer-facing-customer-service
If Google wants to play more seriously in the consumer realm,
the company needs a better consumer-facing customer service
infrastructure. If you are a consumer of Google products or
services such as Gmail, Maps, or Office-like products such as
Docs or Sheets, it is nearly impossible to contact Google for
help. No direct email. No phone support. Not even chat. You
are basically on your own (there are some exceptions, such as
the Google Play Store and Nest). Basically, you are left to
search help forums, bulletin boards, and answers to FAQs
Google has posted on its site.
- - -
Just passing this article along since it's being widely noted. The
actual issues are multidisciplinary and complex, and we can certainly
stipulate that (a) Google has been making significant strides in this
direction and (b) still has a long way to go.
--Lauren--
Lauren Weinstein ([email protected]): http://www.vortex.com/lauren
Founder:
- Network Neutrality Squad: http://www.nnsquad.org
- PRIVACY Forum: http://www.vortex.com/privacy-info
Co-Founder: People For Internet Responsibility: http://www.pfir.org/pfir-info
Member: ACM Committee on Computers and Public Policy
Lauren's Blog: http://lauren.vortex.com
Google+: http://google.com/+LaurenWeinstein
Twitter: http://twitter.com/laurenweinstein
Tel: +1 (818) 225-2800 / Skype: vortex.com
I have consulted to Google, but I am not currently
doing so -- my opinions expressed here are mine alone.
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