Google’s YouTube wants to overhaul customer service in order to make it less robotic and more human, Bloomberg reported, citing YouTube CEO Susan Wojcicki, who spoke at a video convention in Anaheim, California, Wojcicki said the companies will introduce services that creators can use to line up production facilities and learn how to make more money from their channels. The company is also offering one-on-one support for tens of millions of creators who upload videos to the site, promising e-mailed answers to questions within 24 hours.
As social-media companies like Facebook, Snapchat and Twitter start paying people to make videos for them, YouTube is betting it can stay ahead by offering best-in-class service and support, with levels of help increasing based on the popularity of the contributor. “Creators are the lifeblood of YouTube, and we want to offer them the best support,” Wojcicki said in an interview.
Missoffe, who moved to YouTube from Google last year, is the architect of the latest changes. He tested out the new customer-service operation this week. Previously, creators had to visit or use seven different websites and apps to get questions answered, perusing a help centre without ever talking to a human. Missoffe noticed a growing number of turning to social-media sites like Facebook and Twitter for help.
