Google+ eyed for customer service at Dell

While Google is still tinkering with ways to develop its upcoming social network Google+ for use by businesses, a major computer maker is already seriously eyeing its potential to facilitate customer support. Michael Dell, chief executive of Dell Computer, said the Google+ chat rooms —called "hangouts"— can be tapped for customer service. "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?" Dell said in a post on his Google+ profile. Many of the replies appeared favorable, while some were skeptical. "Sounds great, just wondering what value video would add vs. voice," said Greg Knieriemen "As long as I get to talk to people I can understand and who might actually LISTEN," added Steve K. But another asked Dell if his teams would want to be on video confronted by angry customers. "Sure, but does your Dell service and sale teams want to be on video while angry customers shout at them because something's not working? I doubt it :-)," asked Matthias Gutfeldt. A separate article on CNET said that video chat may be a "good fit" with Dell, which built a reputation on "direct relationship" with customers. "But the video chat idea does seem a good fit in general with Dell, which prefers a direct relationship with customers than one in which intermediaries connect to the customer," it said. Earlier, Google said it is fast-tracking tests on how businesses can fit into Google+. Google+ Project "ads guy" Christian Oestlien said they plan to spend next week selecting a "diverse set" of business partners for the test period. He said they will then be communicating with these partners and publicize them soon after. In the meantime, however, he said Google will continue to close profiles used by businesses. Last July 7, Oestlien already pointed out Google+ at present is not optimized for businesses' needs. "(In the meantime), our policy team will actively work with profile owners to shut down non-user profiles," he said. — TJD, GMA News