6 Reasons why Google has awesome customer service

Some people hate Google's customer service model mainly because there is no helpdesk, no phone numbers, no email address to send queries, no store, and so on.

However, I take a different view.  Google has awesome customer service because:

1) It works

Google is about Search.  Search is their service.  They do this better than anyone else.  So if you want a great search service, you go to Google.  It's a match.

2) It is focused

Google do not please everyone.  They have focused all energies on search.  They don't have to worry about the 80% effort which will be required to please 20% of the people.  As a result, they are cheap - free.

3) Consistent with Purpose

Google's purpose is not "Do no Evil", but rather "to organise the world's information to make it freely available to all". Their business lives the purpose.  A customer service desk would not help organise the world's information.

4) Plenty of (outsourced) help

If you really need help, it can be found online, either on You Tube or on a Google search.

5) It's simple

The product is not complicated, so you don't need instruction.  There are more complex functions and products, but none intrude on the core experience.

6) It's consistent

The user experience is driven by the most important thing - search.  It is not determined by a few people in a call centre.

Sure this can be frustrating and annoying to some people, but it works well for the massive majority.

Do not confuse Customer Service with happy smiley people.  It might be, but not always.  Customer service has many forms.  Find a way to satisfy the customer's needs and do it everytime.

Posted via email from Service with Purpose