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Google also has legendarily bad customer support. I'm really rather surprised that this is extending to customer support - that's one area that actually seems
by lukeschlather 14y ago
Google also has legendarily bad customer support.
I'm really rather surprised that this is extending to customer support - that's one area that actually seems pretty cost-effective and efficient to use remote workers for. Face-to-face is always a great boon, but it just isn't an option for support reps at an Internet company. (At least not when speaking to customers, which is the important part of their job.)
- deleted 14y ago[deleted]
- toyg 14y agoCustomer support depends on two things: people skills and tech skills. Because of the nature of the job and its pay levels, you often cannot find all-rounders, so you get the best specialists you can attract in these two fields, and try to mesh them. In an office, you can balance the two in real time; remotely, this can be more difficult. Google has bad customer support because they simply don't want to put in the necessary manpower. Customer support scales much less than linearly, and to effectively support billions of users, you'd need hundreds of thousands reps, which would dramatically change the internal politics. So they just say "f*ck it, we'll do the minimum required by direct-revenue-generating services just to avoid getting sued, and everyone else can google their way out, for what we care."
- jonknee 14y agoI don't think Google's support issues have anything to do with people, they have to do with a lack of people. Google treats customer / client problems as an engineering issue and tries to use algorithms just like they do with any other engineering issue. Unfortunately for Google it's a people problem and not a code problem. Google just needs more, vastly more, real people to be at the other end of the email.