Every now and then we come across something that leaves us scratching our heads. Today is one of those days. Google has announced that they are getting into the customer service business by providing customer service ratings and call centers for online retailers. The company launched Google Trusted Stores which provides customers with reviews of service, as well as delivery by certain online merchants and the company has a dedicated team of customer service representatives in California whose sole job is to answer calls and questions from customers. While the company has not disclosed how many people are actually working for the customer service team, it's a rare move for a company that relies heavily on automated responses for it's own customers. Google is heavily criticized for not providing any human contact in it's customer service department and instead hides behind an online forum where customers are forced to find answers to their queries online, or as other customers for help. So how does this new venture by the company make sense? Yes, they have their sites set on Amazon.com and are now trying to provide customer service for the retailers that sell products on their sites, but who says they are going to be any good at it? They have a terrible track record of their own in terms of customer service, so why should we as the consumers think that they'll do a good job? Who knows, maybe the company will learn something from this venture and will take what they learn and apply it to their own customer service offerings? One can only hope that's the case and we'll have our eye on how they do and if they in fact help refine their often criticized customer service department. For more on the new customer service business for Google,
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Posted by GetHuman on Fri, 8 Jun 2012 4:25pm