A new model for customer support: Customer Reliability Engineering

#1

Post by ShanaM » Mon, Oct 10, 2016, 5:05 PM UTC

A new model for customer support: Customer Reliability Engineering
cloudplatform.googleblog.com

Re: A new model for customer support: Customer Reliability Engineering

#2

Post by dantiberian » Mon, Oct 10, 2016, 8:57 PM UTC

There's a few interesting things in here:

> Anxious customers need empathy, compassion and humanity. You need to know that you're not alone and that we take you seriously.

This has not historically something Google has been known for. It will be interesting to see how successful they are in an endeavour which is the opposite of the company culture.

> Additional Cost: $0

Is there a minimum spend involved? I have to assume there would be, as it couldn't be worth Google's CRE's time to do reviews for customers spending $100/month.

Re: A new model for customer support: Customer Reliability Engineering

#3

Post by quicksilver03 » Mon, Oct 10, 2016, 9:13 PM UTC

It would be interesting to know if they're hiring specifically for this position or if they're moving people internally (I could be interested, by the way). I can't seem to find anything more specific than this article, however.