Google Play is a great option when it comes to buying Android devices because you’re getting them straight from the source. However, the downside of ordering from the Play Store is that there’s no face to face interaction with Google employees if you have questions, unlike something like Apple retail stores. Now it appears that Google is working on a solution.
Google is testing a Hangouts-based service that’ll connect you with Google Device Experts through a live video chat. You can use the service when shopping for a Google Play device, such as a Nexus smartphone or tablet or a Chromebook. The service is currently available between 6:00 am and 6:00 pm PT. It can be accessed by going into the Devices section of Google Play, then clicking the Help button in the upper right corner of your screen, followed by selecting the Live Chat option.
Google confirmed the service to TechCrunch, saying it’s always working to improve features to help users and that it’s “in a limited trial of an experimental support feature and gathering feedback.” Sources speaking to TechCrunch elaborated on Google’s plans a bit, saying that the Google Play live video chat has been in testing since November 2014. It’s suggested that Google may be planning to expand the “virtual help desk” into retail stores in the future.
Google also offers phone chat for customers that need help when buying a device from the Play Store, but a live video chat can be more personal than a phone call. And when you’re dropping several hundred dollars or more on a new smartphone, tablet, or laptop, that more personal touch could help to sway your buying decision.