Feeds

Dell considers Google+ for video customer support

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

Secure remote control for conventional and virtual desktops

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. ®

Secure remote control for conventional and virtual desktops

More from The Register

next story
Ex-US Navy fighter pilot MIT prof: Drones beat humans - I should know
'Missy' Cummings on UAVs, smartcars and dying from boredom
Facebook, Apple: LADIES! Why not FREEZE your EGGS? It's on the company!
No biological clockwatching when you work in Silicon Valley
The 'fun-nification' of computer education – good idea?
Compulsory code schools, luvvies love it, but what about Maths and Physics?
Doctor Who's Flatline: Cool monsters, yes, but utterly limp subplots
We know what the Doctor does, stop going on about it already
Happiness economics is bollocks. Oh, UK.gov just adopted it? Er ...
Opportunity doesn't knock; it costs us instead
'Cowardly, venomous trolls' threatened with TWO-YEAR sentences for menacing posts
UK government: 'Taking a stand against a baying cyber-mob'
Sysadmin with EBOLA? Gartner's issued advice to debug your biz
Start hoarding cleaning supplies, analyst firm says, and assume your team will scatter
prev story

Whitepapers

Forging a new future with identity relationship management
Learn about ForgeRock's next generation IRM platform and how it is designed to empower CEOS's and enterprises to engage with consumers.
Cloud and hybrid-cloud data protection for VMware
Learn how quick and easy it is to configure backups and perform restores for VMware environments.
Three 1TB solid state scorchers up for grabs
Big SSDs can be expensive but think big and think free because you could be the lucky winner of one of three 1TB Samsung SSD 840 EVO drives that we’re giving away worth over £300 apiece.
Reg Reader Research: SaaS based Email and Office Productivity Tools
Read this Reg reader report which provides advice and guidance for SMBs towards the use of SaaS based email and Office productivity tools.
Security for virtualized datacentres
Legacy security solutions are inefficient due to the architectural differences between physical and virtual environments.