Feeds

Dell considers Google+ for video customer support

This rain backdrop clearly shows I am in the UK, sir

Top 10 endpoint backup mistakes

Dell is mulling over direct engagement with prospective customers via Google+, and judging by the feedback from some corners it could do with upping its existing pre- and post-sales support.

The social networking tool is now more than three weeks old and has over 10 million users on-board, including Dell chief Michael Dell. The Texan tech titan has been frequenting chatrooms otherwise known as "hangouts".

"I am thinking about hangouts for business," he was reported as saying. "Would you like to be able to connect with your Dell service and sales teams via video directly from Dell.com?"

Google+ user Matthias Gutfeldt questioned whether Dell's customer service and sales would want a video feed "while angry customers shout at them because something's not working".

The response from Judson Lester was affirmative to having a Dell person on video, with the proviso that said person provide "human" answers.

"Only if they're actually personally experienced. I've had a lot of frustration with Dell support personnel being an inefficient interface to a call tree ... if I could talk to someone in support to actually get a human answer to my question, yes."

The medium of customer service was not the issue, rather "the lack of knowledge of the people we connect to," said Hugh Messenger. "Sorry to say, but Dell's tech support has become somewhat of a standing joke. Adding 'hangouts' isn't going to help."

Considering new innovations to tap up customers directly is bound to ruffle resellers' feathers, some of whom find they are still competing with Dell's field or telesales sales bods – although Dell reckons that issue is less commonplace. ®

A new approach to endpoint data protection

More from The Register

next story
Amazon says Hachette should lower ebook prices, pay authors more
Oh yeah ... and a 30% cut for Amazon to seal the deal
Philip K Dick 'Nazi alternate reality' story to be made into TV series
Amazon Studios, Ridley Scott firm to produce The Man in the High Castle
Nintend-OH NO! Sorry, Mario – your profits are in another castle
Red-hatted mascot, red-colored logo, red-stained finance books
Sonos AXES support for Apple's iOS4 and 5
Want to use your iThing? You can't - it's too old
Joe Average isn't worth $10 a year to Mark Zuckerberg
The Social Network deflates the PC resurgence with mobile-only usage prediction
Feel free to BONK on the TUBE, says Transport for London
Plus: Almost NOBODY uses pay-by-bonk on buses - Visa
Twitch rich as Google flicks $1bn hitch switch, claims snitch
Gameplay streaming biz and search king refuse to deny fresh gobble rumors
Stick a 4K in them: Super high-res TVs are DONE
4,000 pixels is niche now... Don't say we didn't warn you
prev story

Whitepapers

7 Elements of Radically Simple OS Migration
Avoid the typical headaches of OS migration during your next project by learning about 7 elements of radically simple OS migration.
Implementing global e-invoicing with guaranteed legal certainty
Explaining the role local tax compliance plays in successful supply chain management and e-business and how leading global brands are addressing this.
Consolidation: The Foundation for IT Business Transformation
In this whitepaper learn how effective consolidation of IT and business resources can enable multiple, meaningful business benefits.
Solving today's distributed Big Data backup challenges
Enable IT efficiency and allow a firm to access and reuse corporate information for competitive advantage, ultimately changing business outcomes.
A new approach to endpoint data protection
What is the best way to ensure comprehensive visibility, management, and control of information on both company-owned and employee-owned devices?