Dell considering using Google+ Hangouts for customer support

By on July 21, 2011 at 6:01 AM.

Dell considering using Google+ Hangouts for customer support

Michael Dell is toying with the idea of using Google+ Hangouts for Dell’s customer support. The service allows users to initiate a video chat session with multiple people inside their Google+ circles. “I am thinking about hangouts for business. Would you like to be able to connect with your Dell service and sale teams via video directly from Dell.com?” he posted on his Google+ page on Sunday. The idea was an instant success: 556 people had given the comment a +1 as of Tuesday morning and hundreds more left comments in support of the suggestion. As GigaOm points out, it is currently not possible to start a “Hangout” session from anywhere but from inside Google+ itself. The social network is still in a young invite-only phase, too, so some customers would not have access just yet. Still, Google has said that it plans to offer Google+ for businesses, so perhaps Dell’s idea could come to fruition down the road. More →

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FastCustomer puts waiting on hold, on hold

By on March 4, 2011 at 7:01 AM.

FastCustomer puts waiting on hold, on hold

Among the more aggravating predicaments gadget fans often find themselves in are the scenarios where devices break or accounts get over-billed and phone calls to customer service must be made. The only sure way to make these situations even more aggravating, of course, is to navigate through a maze of key-presses and then sit on hold for 13 minutes before a call is finally connected. Thankfully, services like FastCustomer look to ease the tension a bit by waiting on hold in place of the user and then and connecting the call only once an operator has picked up the phone. Companies like Fonolo have been trying to tackle the same problem for quite some time, but no other service offers the simple UI and the smooth user experience FastCustomer affords — input the name of the company you want to reach, key in your phone number, then sit back while the magic happens. FastCustomer’s Web-based service is completely free for the time being, and it has an app in Apple’s App Store for $0.99. The company is also looking to connect with an Android developer to build a Google-friendly app, but no word on a time line. Hit the break for a video explaining how FastCustomer works. More →

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