Google plans to use the Hangouts infrastructure as a means of customer service.
Its purpose is to provide a live video chat service for potential buyers of Google products, including smartphones, tablets, and Chromebooks (but not Nest devices) who can talk to Google Device Experts before purchasing. This will be a free service unlike Helpouts.
The Hangouts service was started quietly in November and is still being run as a test through the Devices channel of Google Play. The company is thinking of using in other places, whether virtual or physical. A source told OnBRM that it’s like a virtual version of Apple’s Genius Bar.
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