Sunday, 26 November 2017

Google developing customer service teams?

The obvious approach to Customer Service that is more up Google's alley, is to simply develop a customer service chat interface, which it can easily integrate with Google Classroom or Google Assistant and sell it to educational establishments and other  businesses to use. Eventually, after enough data is going to be massed, Google could likely handle all customer interactions on its own (maybe with some live people monitoring the conversations but only stepping in under rare circumstances).

This would save Google the massive expense of developing a huge customer service department, training programs, and potentially outsourcing the chat interface software.

Some bulleted lists detailing the pros and cons of each strategy are found below:

Starting A Live Customer Service Department: Allow for product support on their own products.

Create another direct customer interaction point besides stores (and one that is potentially much more impactful for a digitally-based company).

Allow collection of data on customer service interaction expediting the proliferation of an AI bot version.

Create A Customer Service Chat Interface: Allow them to create a new interface for their own use, that is also a marketable B2B product for the G Suite they already market to schools and businesses and Google Classroom for the rest of the world.

Depending on terms of use, it could collect data from the clients allowing an even more robust set of data for creating the AI version.

What About Google doing Both?

By doing both of these strategies in conjunction, there are many synergies: One of the most obvious is that it would increase justification to create an in-house version of the live chat interface (whether from scratch or a ported version of Hangouts, Duo, or any number of other chat interfaces they have already created like the little used Google+).

This would reduce the huge cost from buying the SaaS from a company like Livechat. The fact remains that it would then be a Google product to fold into G Suite or sell on its own with appeal to enterprises would be a great up-sale for cloud services or other products.

Additionally, the costs could also be offset for employees they hired to do the customer service via the interface while honing the AI by potential revenues from selling the software.

The main reason to do this would be that this is one area they lack behind many companies they compete with like Apple, Microsoft and Amazon. Further, many of Google's apps are basically unsupported. For example, if a business or school migrates from Google G Suite to a competitor, there is nobody at Google to help people transfer their documents to another Google account, let alone the competitor. There is nobody to talk to when you are having trouble with the software. The most you and I can do is file a bug report requesting a change in features. NOT good enough in our Healthy  Mindful MenteSanas future plans. We see such a clear view from Project Loon's 12 mile high magination. It's "just" a matter of bringing the 21st century, New Millennium customer service idea for Alphabet down to earth.

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