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Why doesn't Google or YouTube offer live customer service?

Why doesn't Google or YouTube offer live customer service?

  • Google is worth billions and "doesn't offer live customer support at this time." I don't have time to go through a 10 step customer support "solution" via email, etc. WTF! They finagled me into taking a survey that ended up requiring that I give over all my information to third parties. Now they have some new information from me and they don't uphold their end of the bargain unless I give my information to be sold. I want to talk to a human being, not type up an electronic story trying to explain my situation. Anyone know a reliable way that I can get in contact with a human being?

  • Answer:

    I'm not sure why and if YouTube doesn't offer live support.  But, for Google as a whole, I know I was shocked by the awesome live support I got from Google/apps.  I filled out the form at around 5:15 pm PST on friday and at 6:45, I got a call back from Google.  I damn near fell out of my chair.

Matthew Hurewitz at Quora Visit the source

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Live customer support is expensive, especially considering Google gives most of its products away free.  Email customer support is much cheaper.  You can hire much less skilled employees (think accents), and each service person can process more requests / time.  Since this is Google, I wouldn't be surprised if most support requests are handled by an algorithm not a real person. You're best bet is to find someone who works at Google and nicely ask them to help you out.  Google+ might be a good way to find someone.

Anonymous

Once you start paying for Google products, you get good customer support. they have over 1 billion users per month going through YouTube, that would be an absurd amount of support for a service that is free to use. I would love to see a typical YouTube customer support ticket: "I am having trouble uploading a video of me responding to a video somebody else made about a cat meme. Please help!"

Kristen Holden

Google started the trend : "Self Service" / "Support Via Experts Among Users". Considering their size / number of customers / possible 'FAQs' (HUGE number it will be), this is a very intelligent decision and works well for them!

Naga Chokkanathan

WE are not customers of Google. WE are their product.  They sell US to advertisors, who ARE their customers.  When you consider it in this way, it becomes clear.

Dennis McCreery

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