Posts tagged nexus one
“ If Google wants to run a full-blown consumer retail operation, it will likely have to spring for real customer service. This is a different business than Google’s ad business, and consumers just won’t stand for it.”
But isn’t this just an opportunity in disguise?
Google doing phone-based customer support would be amazing. I’ve wanted my own Google Voice “Get a Human” application for a long time.
If I were them I’d:
- Create “Google Voice Business,” a free telephony service that allows customers to call a single number and be routed to the next open operator within an account. Admin could log in and see average wait times and other data. Businesses would use it because it would be free.
- Use “Google Voice Business” to create incentives for people to use Google Voice and Android. For example, if I had a complaint with my Nexus One I would dial the help number which would recognize my Google Voice number and enter me in a queue. The queue would then call me back just before an operator becomes free, which would be estimated by using the average call time of a given operator. People would love it because they wouldn’t have to wait on hold.
- Remember how I said a caller would be called back “just before” a slot opened up? Well, “just before” would be approximately 30 seconds. Just enough time to hear an ad. Hell, Google would even be serving them an ad targeted to their Google search behavior.
Win win win.
(Via Business Insider)
Google Nexus One Customers Scream In Rage At Horrible Customer Service
Amid the usual litany of minor problems (same with every new product), many customers are screaming about the inability to just talk to someone. If Google wants to run a full-blown consumer retail operation, it will likely have to spring for real customer service. This is a different business than Google’s ad business, and consumers just won’t stand for it.
Spend anytime in the mobile business and you’ll quickly learn how wireless carriers live and die by how they manage support. This unsexy subject isn’t really talked about in the media. The biggest story around support was when Sprint’s most recent CEO took the reins of the troubled carrier and loudly made support his key issue.
I would have assumed the market for a $500+ mobile is pretty small, especially one purchased only online. The volume of complaints suggest one of two things:
- Google’s Nexus 1 ads on their landing pages were incredibly successful
- The Nexus 1’s initial customers are the loudest people on the internet
I’m going to guess the latter.
The Nexus One: A slick developer unit to fight against forks
I played with a Nexus One this morning. The notorious Google phone is sleek and quick. Exactly what you’ve come to expect from HTC these days, but improved by the fact that the carriers aren’t looking over their shoulders and imposing their will.
I agree with Gruber, the trackball on a touchscreen phone is completely redundant. You’d completely forget it’s presence during normal usage except for the fact that the phone is so slick that the ball sticks out like a sore thumb.
To me, the trackball further confirms the idea that this is a phone for developers. The trackball is included to ensure app compatibility for a line of cheaper, non-touchscreen Android phones which are sure to emerge.
The Nexus One is important not because it will rework the carrier/handset model, but because it will serve as a universal developer unit to counter forking versions of Android. It’s the common denominator going forwards, and any professional Android app will be tested on it.
