Google+ Hangouts and the Future of Customer Servicehttp://sociologyplus.com/2012/01/10/google-hangouts-and-the-future-of-customer-servic/
This is an intriguing piece from +Ryan Crowe
on the possibility of using Hangouts as a platform for customer support
. I think and write a lot about engagement, and making organizational boundaries more permeable
, and what Ryan's talking about here could be a real move in that direction. There are, of course, really sophisticated backend support solutions for large companies, but I think I could actually see smaller and even mid-tiered organizations using something like what Ryan is talking about here. "... the ability to Hangout with a dedicated team of CSRs, we are able to return to a level of human interaction long since forgotten with the advent of the tele-call centers."
Definitely worth a read:
I'm also reading through the rest of his site, sociologyplus.com
and finding lots of interesting, Google+ related material. Good stuff.