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Gmail and Google Drive, my biggest ties. I can't see either of these going away, because like many mentioned these services are consumer based which Google seem
by SnowingXIV 10y ago
Gmail and Google Drive, my biggest ties. I can't see either of these going away, because like many mentioned these services are consumer based which Google seems to care about more. Well, I heavily use Adwords professionally and that support used to be pretty decent - though I feel it's gone downhill very quickly lately. Someone will answer your call but the expertise is lacking which is fine for your level 1 support but even their offshore "specialists" only seem to give cookie cutter optimization advice or the famous "add more money."
They've recently transitioned to this "beta" health checkup feature that gives the same advice except without people! It's automated and to be honest, it's even better than the support I was getting. This could view my stuff and if I was missing a critical component (I have a lot of ads running) it'll call it out.
I don't know what happened to Adwords but about a year ago, I had amazing onshore support and the person listened to business case scenarios and we would have discussions on possible strategies and ways to save money but be more effective.
I would love to be a fly on the wall on some of these higher up Google exec meetings on where they switch priority on a dime.
- CamelCaseName 10y agoThe strategy makes sense to me. Hire people who deeply understand the product to support users. Get as much feedback and use cases as you can. Then eliminate support costs once you've found your place in the market by first replacing staff with lower paid, less knowledgeable people, then automate it.