Google will now provide phone support, 24 hours a day and seven days a week, to small, medium, and large Google Apps for Business customers for all issues affecting “core services,” such as Gmail, Calendar and other collaborative programs. Cases are handled directly by trained Google Apps experts.
Of course, customers can still opt for web-based support portal, online help forms, and online help center, but this is certainly a much faster way of getting a problem solved — especially on a weekend or holiday.
Google’s vice president of enterprise sales and operations, Amit Singh, explained at the Google Atmosphere 2011 summit on Monday morning that, “for the first time,” Google is releasing stats about enterprise customer satisfaction for Google Apps.
Not surprisingly, that’s because the feedback has been overwhelmingly positive as 80 percent of business customers and 90 percent of large business customers replied that they’re “more than satisfied” with their support experience thus far.
Some additional stats provided at Google Atmosphere:
Four million businesses with 40 million users are using Google Apps at a rate of 5,000 users per day
62 of the top 100 schools are on Google Apps
97 percent of the “top Silicon Valley startups” are on Google Apps
Existing business customers include Virgin America, Genentech, Jaguar/Land Rover, Roberto Cavalli, the City of Pittsburgh, and the State of Wyoming.
New Google Apps customers announced at Atmosphere include Burberry (also a big fan of Salesforce.com), Casio, Equinox, and Goodyear, among others.