Contact Center Software

The recent hub bub surrounding Google’s (News - Alert) changing algorithms has probably gotten more attention than the search engine giant would have liked. Revealing that it changed its search result requirements to try and avoid ranking businesses that supply poor customer service, Google has tried to diffuse the situation that has become an alarming reality: When vendors treat their customers like dirt, they get great search results.

Vitaly Borker, an online seller of eyeglasses, apparently berates his customers, and gets rewarded on Google for it. (Great.) So Google decided to do something about it. Announcing that it had changed its algorithms to make it more difficult for businesses such as DecorMyEyes.com to rank, Google blogged that it looks down upon such customer treatment, and will henceforth make it difficult for “hundreds of other merchants that, in our opinion, provide extremely poor user experience,” to rank highly.

Rich Tehrani, CEO of TMC (News - Alert) commented on the debacle concerning the logical progress of such horrible business practices, “It seems logical that if a site is selling items and has words like thief, crook, liar, rip-off and other similar terms associated with it online, that retailer will now be toast. Of course there is likely a counterbalance of sorts looking for phrases like great experience, I love this company, etc.”

So it’s definitely a good thing that Google is taking customer relationship management more seriously. It’s just a plain fact that you only get lasting business from taking the utmost care of your customers. And when you think about it, the hits Borker got on Google would have led to the worst reviews anyways, so there was no real sense to his logic anyway. Tehrani added, “providing good service levels is more important now than ever. Be sure you end up getting written about in the New York Times for the correct reasons.” We couldn’t agree more.

Juliana Kenny graduated from the University of Connecticut with a double degree in English and French. After managing a small company for two years, she joined TMC as a Web Editor for TMCnet. Juliana currently focuses on the call center and CRM industries, but she also writes about cloud telephony and network gear including softswitches.

Edited by Juliana Kenny