Google is testing Hangouts-based customer service

Google Hangouts

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.

OnBRM reported that TechCrunch got information from people working directly on the project. Google, meanwhile, has confirmed a few of those details.

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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