Disrupted Customer Services – the arrival of video chat positively disrupts

Google Hangouts, Skype and WebRTC will change customer service forever

According to Techcrunch, “In 2013, Google expanded its Hangouts video conferencing service into a commerce platform called Helpouts, where people buy and sell services like cooking or technical advice via live video. Now Google has developed another new service based on its Hangouts infrastructure. It is running a live video chat service for would-be buyers of Google smartphones, tablets and Chromebooks (but not Nest products) to ask Google Device Experts questions and chat about the products before sealing the deal.

“We were tipped off to the service by some of the people working on the project, and Google has confirmed some of the details.

“‘We’re always improving features to help our users,’ said a spokesperson. ‘We’re in a limited trial of an experimental support feature and gathering feedback, so we aren’t ready to share full plans yet.’

“Our sources provide some more information. The service, which went live quietly in November, is initially being run as a test through the Devices channel of Google Play, but Google wants to extend the idea to more places, both virtual and physical.

“‘They are also planning to go into retail stores with a virtual help desk to enhance the shopping experience,’ a source tells us, who described the bigger project as “Google’s virtual Genius Bar,” referring to the Apple Retail in-store operation where Apple employees, lined up behind a bar, offer in-person technical support on Apple devices. It’s not clear yet how far along Google is in implementing this concept of a virtual help desk in retail locations.’

“This marks a major potential shift in customer service allowing support people to reach people in their homes with difficulty – a new standard in pluginless browser video will help change that – the amazing appear.in…it will also allow companies to deploy support and sales staff where they are needed and when they are needed.”

Source: Techcrunch