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> after we saw the article on Techdirt It's unfortunate that Google is still relying on the press/blogs as a means of elevating customer support tickets. I kn
by TillE 14y ago
> after we saw the article on Techdirt
It's unfortunate that Google is still relying on the press/blogs as a means of elevating customer support tickets.
I know this stuff isn't easy, but I really hope some serious effort is going on to make Google better at customer support. It's a major blind spot. Automation is great, but it will never account for every possible scenario.
- bane 14y agoActually, I'd argue it is relatively easier than Google is making it. It's a solved problem. It's called a "customer service department". They've been around for probably a century now. And yeah, Google doesn't want the overhead of such a department I get it. But there isn't even an automated solution to this. A human still has to deal with these issues, but now they have to be taken off of their normal line work to handle these cases. The "solution" to manual or automated cusomter service is not to just get rid of customer service.
- rhizome 14y agoI'm guessing there's some ripe patent territory hiding behind the artificial constraint of declining to offer customer service.