Google offers video chats with fee-charging experts on Helpouts

PUBLISHED : Tuesday, 05 November, 2013, 1:47pm
UPDATED : Tuesday, 05 November, 2013, 1:47pm

Google is launching a service that lets consumers pay for live video chats with experts who can provide everything from step-by-step turkey cooking instructions to marriage counselling.

The Google Helpouts service, introduced on Monday, features roughly 1,000 partners in fashion, fitness, computers and other topics, available for live, one-on-one video consultations.

The video sessions can be as short as a few minutes or can last several hours, depending on the topic, with pricing set by each provider.

The video consultations represent an expansion of Google’s traditional web search service, which for years has answered consumers’ questions by pointing people to the most appropriate web page.

While Google remains the world’s No 1 internet search engine, consumers are increasingly turning to social networks like Facebook to get advice and recommendations from their friends about movies, restaurants and other topics.

Most of the world’s useful information still resides in people’s heads
Udi Manber, Google

“Most of the world’s useful information still resides in people’s heads,” Udi Manber, vice-president of engineering at Google, said at a briefing with reporters in San Francisco on Monday. Helpouts “opens the door to that information as well”.

Manber said Google will initially provide tight oversight of the Helpouts website, deciding which types of services can be offered on it. For medical consultations, Google will conduct background checks to ensure that the provider has valid credentials.

In addition to individual experts, large brands such as Sephora, Weight Watchers and Rosetta Stone will also be offering video sessions on the Helpouts service.

Google will take 20 per cent of the fee the providers collect from consumers for the video chats, though the firm is initially waving the transaction fee for providers in the Health category.

Consumers can leave reviews of the different video chat experts, and Google will refund fees to customers who are not satisfied with their video consultation, the company said.