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May 4, 2005

Google's Sorry State of Customer Service

Looks like it may be time for Google to start pumping a few of those billions into hiring and training some decent customer service. CNN
covers a study today on the poor quality of customer service and technical support that Google's advertisers can expect.

No surprise to anyone who's ever had to contact Google CS. The article interviews Dana Todd of SEMPO:

Todd, the SEMPO president, attributes Google's poor image to the fact that the company has viewed itself as and acted like a technology company. Google has tried to automate as many processes as possible and that, according to Todd, doesn't work in the advertising world.

The automated processes mentioned really show. Most replies come back as standard form letters that have little to do with the original question. And that seems to be the standard with most people I speak to.

Still, according to the study, they seem to be kicking AOL and MSN butts in the customer service department. Scary.

Google: biting the hand that feeds it?

Battelle's got a bit, too.

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