Google announced Helpouts, a new tool that connects users via live video chat with experts who can help them with questions. With Helpouts, you can choose who you get help from based on their qualifications, their availability, their price, their ratings and reviews. You can connect instantly or book in advance. You can get help from individuals or from brands you already know and trust. Google has also launched an Android app for Helpouts.
Vendors can set their own prices, charging users either by the minute or by the session, but Google anticipates a number of services will also be offered for free. (Google takes 20% of each transaction.) Users can choose to set up an appointment with a particular company, or if someone is available, speak to them instantly via video.
The new service works in a way that highlights many of Google’s other products. The actual video conferencing is done using Google Hangouts; vendors and experts are found using Google search; payments are accepted only through Google Wallet; and users must have a Google+ profile in order to join a Helpout.
The issue of safety is magnified- users can immediately exit a video call, and report a vendor or user if there is any form of harassment or inappropriate behavior.
Users are asked to leave feedback after a connection ends, meaning the marketplace will be regulated in many ways by customer reviews. Users who feel their experience left them shortchanged can request a full refund, with Google picking up the tab. If a vendor is more than five minutes late to an appointment, or claims they are available but do not connect to the video conference, the session will be free.
Users will have access to a variety of tools including the ability to take a photo during a Helpout, or to allow the provider access to the user computer remotely to help fix a problem, or to access Google Drive documents, photos, and presentations.
Helpouts may not be suitable for every occasion at the moment, but the number of people giving help on Helpouts and the type of help available will grow over time, said Udi Manber, Google’s vice president of engineering.