Almost a week after several of Google’s Apps services went down temporarily, the company has announced improvements to Apps for Work Support, including chat support, in-product help, and business-ready Hangouts.
Google has been piloting chat support with a subset of Google Apps administrators for the past couple of months, and after receiving positive feedback, the company is now rolling out chat support as an option for English-language Apps administrators globally. The company also said that more languages are in the pipeline and will be added over the coming months.
Google has also rolled out something it's calling "in-product help" -- the contextual placing of support documentation and help articles in each product's interface. You can access these resources by signing into any Google Apps product or the Admin Console and selecting ‘Help’ from the gear icon drop down in the upper right of your screen. You’ll see a direct link to call Google under ‘Contact Us’ and can search the Help Center from the same window.
In addition, the Mountain View, California-based company also reiterated that Google Hangouts is now covered under the same Terms of Service that support other Google Apps services, assuring 24x7 phone support and a guaranteed 99.9% uptime.
Google started providing 24x7 phone support back in 2011. At that time, the company also announced a goal to achieve an overall Apps customer satisfaction rating of 95%, which stood at 80% for their business customers and 90% for their large business customers back then. The search giant has now announced that they have achieved the milestone.