I love the idea of Google Apps. I mean, who won’t get into the idea of being able of being able to access their documents from anywhere? There are so many advantages to using Google Apps. You don’t have to invest in a costly data center to house your files. You can access your files from any web browser on any computer, as long as you’re connected to the internet. You don’t have to purchase new software upgrades every time they make an improvement. This list could go on for days. I suppose what I am trying to make clear up front is that I am not a hater. In fact, I am secretly rooting for Google; however, there are things that must change before I would move my organization in its direction.
First and foremost, Google has to get serious about customer service. It’s 2011 folks! Do we really want to regress in customer service? Lately, I have read numerous articles of nightmare encounters with Google support. People want to be able to access a human being when they have a problem. More than that, they want that human being to be equipped to assist with the problem.
Google seems to rely heavily on forums; however, for their premium options they do provide email support. When you peruse through these forums you see evidence of unanswered or inadequately answered questions. As an IT Manager, my end users will not put up with me not responding to their requests for a few minutes, much less for hours. I feel that I am not in the minority on this one. If I moved my organization to Google Apps, and my end users experienced some of the lackluster customer service responses that I have seen on Google forums, my head would be on a platter.