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Google Moves into the Customer Service Business with Trusted Stores

Google Inc is moving into the customer-service business as the world’s largest Internet search company steps up competition with e-commerce giants Amazon.com Inc. and China’s Alibaba.com

Google rolled out a new certification service called Google Trusted Stores that helps shoppers see which online merchants ship quickly and reliably and which ones offer great customer service.  Google offers up to $1,000 in what it calls “purchase protection” to shoppers who opt in to the program when making a purchase.

The company has a dedicated customer service team based at its Mountain View, California, headquarters to help resolve problems if shoppers are not getting anywhere with the merchant.  Google is also working on providing its own phone-based support for shoppers in the program, said Tom Fallows, an e-commerce veteran who is now group product manager at Google Shopping. 

The move is unusual for Google, which is known for its tech-heavy, automated approach to business and not known for a people-centered service business. 

Google’s commitment of such resources shows how important e-commerce is to the company. In general, the company benefits if more people search online for products and are confident enough to buy. 
Amazon’s third-party marketplace business, which lets other merchants sell through its web site, has grown rapidly in recent years and has been a big driver of Amazon’s revenue and profit growth.

Source:  Sun-sentinel

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