Armed with myriad tutorials and information from across the Web, today’s consumers feel empowered and confident to take on just about any project. But they may still have questions or self-doubt, and should things go completely awry, online tutorials offer no place to turn for quick assistance. Google’s recently launched Helpouts—“Real help from real people in real time”—aims to connect consumers with experts who can teach or troubleshoot via around-the-clock video chats.
Helpouts are available in a wide range of categories including health, fashion and beauty, home and garden, art and music, and cooking. The platform has 1,000 vetted experts so far, some of whom represent brands, among them Weight Watchers, Rosetta Stone and Sephora. Some of these are free, and some have fees, paid in 15-minute or 1-minute increments. Rather than trying to provide one-size-fits-all solutions for consumers, Google is positioning itself as a key player in helping people learn and solve problems.