Technology
Google, known for its core search engine product, has evolved to offer products in advertising, cloud computing, software, hardware, and AI.
Summary
Google's customer service relies heavily on self-service options, and has built an extensive hub for support help. However, human care that connects the dots between its various products and services appears lacking. The support offered is primarily self-serve web articles, and although the content is clear and well written, it lacks a sense of deeper personalization which we should aim to provide.
Support delivery
*Observational only
Insights
Collaboration
01: Community-powered support
Google's help ecosystem is largely powered by product experts, who engage in the support hub – offering advice and answering queries to earn perks like access to a private community, beta testing opportunities, and more. Google also spotlights them in marketing to help customers see the people behind the help provided.
Opportunities for our work
Opportunity Area
Organize care based on the holistic customer experience, and not just one product or service
Provide care that's informed by the customer's experience. That means providing strong ecosystem support that goes beyond expertise on an individual product, something our competitors are under-indexing on.
