After more than a decade working with customers of all sizes from all over the world, Google knows that if you encounter an issue with your Google for Work services, you want reliable help—fast. As part of their commitment to customers, Google is announcing improvements to the Google Apps support program to make it even easier for administrators to resolve issues quickly. Here’s an overview of new features:
Chat Support
A couple months ago, Google started a pilot for chat support with a subset of Google Apps administrators. Based on the tremendous feedback they received (over 90% were satisfied), Google is now rolling out chat support as an option for English-language Apps administrators globally, and they’ll be adding more languages over the coming months. Admins of verified domains can initiate a chat session directly from our Help Center.
In-Product Help
Finding help should be easy, which is why Google put their support documentation and help articles at your fingertips in the product interface. Help is also useful when its contextual — if you’re having trouble in Gmail we want you to have the phone number to call Google without leaving Gmail. To access these resources, sign into one of our Google Apps products, such as Gmail, or the Admin Console then select ‘Help’ from the gear icon drop down in the upper right of your screen. You’ll see a direct link to call Google under ‘Contact Us’ and be able to search our Help Center from the same window.
Hangouts is ready for business
This summer Google announced that Google Hangouts is now covered under the same Terms of Service that support our other Google Apps services, like Gmail and Drive. That means they’ve got your back with 24×7 phone support and a guaranteed 99.9% uptime.
Google’s continued guarantee to you
Over the past few years Google’s been improving their Apps support program to provide a better experience to our customers. They stand behind these improvements and their products, so today we’re happy to announce updated Technical Support Service Guidelines that reflect and guarantee the many improvements they’ve made, including 24/7 phone support for Admins, numerous language options for support, and Google moderated help forums.
So how are they doing? Customer satisfaction is one important way Google measures success and a few years ago they set a goal to reach 95% customer satisfaction. We’re proud to report that they achieved this milestone for Google Apps. Google’ll continue innovating and improving their support program to bring you new ways of getting expert help quickly.
If they’ve done our job well, you shouldn’t need to reach them. But rest assured that if you do, they’ll help you get the most from Google Apps for Work. So drop them a line — they’re happy to chat!
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