Webware

Google introduced a new Commerce Search tool for retailers on Wednesday to try to make the online shopping experience easier for consumers as the holidays approach.

According to Google, Web users spend an "average of just eight seconds" on a retail site before deciding whether to stay. With that in mind, Commerce Search aims to improve search on retailers' individual sites.

With Commerce Search, shoppers can sort data by "category, price, brand, or any other attribute," Google said. Retailers can also offer special attention for specific products to draw consumer attention. The tool includes built-in spell-check and synonyms to help ensure people find the items they're looking for, regardless of how they spell or identify products.

Commerce Search will be hosted in the cloud. The cost to retailers is based on the number of products and the searches conducted annually.

How will Google manage growing demand for support for its free products, as people rely more and more on its services?

(Credit: Screenshot by Tom Krazit/CNET)

If you rely on a compelling service that happens to be free, what level of customer support are you entitled to receive?

Google is trying to figure that out. Known for using brilliant engineers, complex algorithms and speedy servers to organize online information in a simple and accessible fashion, Google is learning how to add the human touch to its repertoire as customers look for answers that can't be found on an FAQ.

Not surprisingly, not everyone is happy with the results. Some advertisers have been complaining about Google's Web-page-first approach to customer service issues for years, with the most common gripe that they find it exceedingly difficult to reach a real live human being when they have a problem that isn't answered on a product Web page. More recently, Katie Braband, who reported problems with Google Checkout's handling of transactions at her company, Datto, was just as frustrated by Google's response to her issues as she was the issues themselves. "The only e-mails we've received response to are pre-generated, it's very clear there's no person writing the e-mail," she said in September.

Google is aware that customer service will play a large role in its growth as it offers more paid services, and seems committed to improving services for those kinds of customers over time. "The first thing a CIO is going to say is, 'where is that person and how do I wring their neck?'" said Google CEO Eric Schmidt in an interview earlier this year. Schmidt knows a thing or two about traditional enterprise customer service: he ran corporate software maker Novell before joining Google. And before Novell, he was an executive at Sun Microsystems.

For many users of Google's free services, support is limited to a series of Web pages, FAQs, and user forums. That's not that surprising, since Google can't realistically offer phone support to every Gmail user who can't figure out the conversation-based design.

But as Google continues to push forward with free advertising-supported services that people and small businesses increasingly rely on in their personal and professional lives, the company appears to be banking on its ability to train those users to expect a healthy dose of relatively low-cost support. Web pages with hints, troubleshooting tips, and discussion forums are the first level of support across virtually all of Google's products and are pretty much the end of the line for those who do not pay to use products or services. That's not unusual in technology; even businesses that charge customers for their products have moved in that direction in a bid to cut support costs.

When it comes to Google's main profit engine--the AdWords search keyword ads--there are two basic kinds of customer service, said Deanna Yick, a Google representative. High-roller customers enjoy access to a personal sales team they can reach out and call, but almost everyone else relies on Web-based resources like the AdWords Help Center.

For a while, Google also offered phone support to a proportion of those advertisers without sales team connections. However, it recently reduced the amount of phone support it provides for those not supported by the sales team, leaving e-mail as the sole contact method for a larger segment (Google won't say exactly how many) of its most important customers.

"AdWords is an effective, self-service online advertising platform for advertisers of all sizes worldwide," Google said in a statement regarding the reduction in phone support. "Some clients work with our sales teams, while others prefer to manage their accounts independently. We also provide email and phone support to some advertisers, and have worked hard to build out a robust set of online resources (such as the AdWords Help Center, AdWords Learning Center and user forums) to help advertisers find the answers to their questions around the clock wherever they might be located."

Is this an issue? Google argues that in many cases e-mail and Web support can be faster than sitting on hold waiting for the next customer service representative to answer your call in the order in which it was received. The company can track the most common queries and therefore answer the most commonly asked questions on the Web much more quickly than a telephone-based system would allow, while also developing fixes for commonly reported problems as to cut down on the need for support in the first place.

But on the Google Apps side of the world, the company knows it doesn't have the luxury of pulling back on phone support with its most important customers, said Matthew Glotzbach, director of product management for Google Enterprise.

Here, as well, Google tries to encourage its users to solve their issues through forums and troubleshooting pages. It turns to the solution Google employs for just about everything--an algorithm--to get the most relevant information regarding support issues on those pages and before the people who need detailed answers, and fast.

But Google Apps Premium users--who pay $50 a year per user--can also talk to live Google support personnel anytime day or night when they encounter issues. Years of phone-based IT support has trained system administrators and IT executives to expect the human touch when it comes to advanced support, Glotzbach said, echoing Schmidt's comments last month.

Glotzbach--like any true Googler--believes there are efficiencies just waiting to be discovered that could be greatly improve the customer support experience for both Google and its customers.

"I think this is a fascinating technology and innovation challenge that's properly underappreciated as such," Glotzbach said. "When people think of support, they think of large call centers. But underneath that there is a massive opportunity to innovate." Left unmentioned were the cost savings that accompany automated support.

With innovation comes friction, however, as new ways of thinking about old problems grate on the status quo.

Google is pushing into a whole host of businesses in which it is a newcomer, such as Google Apps, Google Voice, and now Google Maps Navigation. In many cases, those products are free, which reduces expectations for premium support (usually). But those products compete against paid products and services that do provide some level of support.

As more and more people rely on these free services--and Google crowds out competitors who can't compete with free--support issues will grow. Even products that "just work" fail from time to time, and those failures present opportunities for companies to build loyalty if they handle the support encounter the right way, and resentment if they don't.

Can Google train those customers to expect a passive Web-based support experience? Or will Google's free strategy evolve into two groups, those willing to tolerate passive support for free, and those willing to pay a little extra for more service?

Either way, managing the customer experience has been a relatively easy task for Google up until now; basic search requires little customer support. It's about to get a lot more difficult.

We all know the mathematical adage detailing how many words a picture is worth. The principal applies equally to search results. Search for anything in Google, Bing, and Yahoo and see how long it takes your eyes and brain to max out on all the written input. (The concept of text fatigue also applies to blog posts, which is why we've included a nice, large picture near the top of ours.)

(Credit: Screenshot by Jessica Dolcourt/CNET)

If you browse the Web with Firefox (Windows | Mac), the free extension SearchPreview (Windows | Mac) breaks up text blocks by inserting thumbnail images of the site's homepage to the left of the text, where your eye naturally goes. If you're unsure which of the many returned links you really want, a glance at the thumbnails could settle the dispute.

If the thumbnail image scenario sounds familiar, that's because until recently SearchPreview has been known as GooglePreview. An upgrade to version 4.0 added support for Microsoft's Bing search engine and repositioned the product with a name change.

As you use SearchPreview, you may notice some results tagged as SearchPreview's sponsored links. These are the developer's way of recouping costs, but you can disable the sponsored results from the Options menu of the add-ons manager.

(Credit: Microsoft)

Just days after Microsoft cranked out a touch-optimized Bing search page for touch screen phones comes another announcement for mobile searchers. Microsoft on Monday reported that Verizon will roll out the first Bing mobile app to BlackBerry Storm 1 users. The Bing mobile app already comes preloaded on the BlackBerry Storm 2.

After Verizon pushes Bing for mobile, Storm owners should be able to click the icon in the program list to get started.

In addition to search are features carried over from a former incarnation of Microsoft's search app, Windows Live for mobile, such as voice search, and a map that includes driving directions, traffic details, and a location feature to search your whereabouts. There's also a way to save favorite searches, and to quickly get at local searches.

We first encountered a variation of the Bing app on Windows Mobile 6.5 phones. While many features are nearly identical to the Windows Live mobile app, the refreshed search engine should produce more accurate results.

(Credit: Google)

Google released a new version of the free Google Mobile App for Symbian Series 60 (S60) phones on Monday. The update gives phone owners the ability to press the Talk button and speak search terms into the phone. While a new feature to the S60 operating system, users on other platforms, like BlackBerry and iPhone, have been able to turn speech into search results for some time.

The new Google Mobile App shows up as a shortcut widget on the Nokia home screen, which makes sounding out searches on those Nokia N and E series handsets faster than on other mobile platforms, where you must open the Google Mobile App to begin a search.

Whether you talk or type, Google Mobile App uses GPS or cell tower triangulation to fill in your location and find the closest whatever-it-is nearby. This is consistent with Google Mobile App for other platforms, though Windows Mobile is the only other one that also uses the home screen plug-in.

In addition to adding digital ears to search, Google has made them more global. Mandarin Chinese has joined Google's speech recognition database, so Nokia seekers can speak queries in English or in Mandarin. Google warns that the Mobile App is better at distinguishing certain accents better than others; a Beijing lilt may search more successfully than southern-flavored speech, for instance.

Mandarin recognition is currently only available for Nokia phones, but Google says in an official blog post that they're working to expand the capability to other mobile platforms, like Google Android and iPhone. Also, not every S60 owner can take advantage of the new Google Mobile App, only those running version 3. The app is not yet supported on touch screen phones, which run version 5 of the system software.

You can download Google Mobile App for Nokia S60 by pointing the mobile browser to http://m.google.com.

Bing's touch-friendly mobile interface lets you browse movies with your finger.

(Credit: CNET)

Microsoft on Friday released a refreshed version of its mobile search site (m.bing.com) that's optimized for touch-screen devices. The new page includes finger-friendly buttons that are easier to both identify and to press, as well as a movie finder that lets users browse by what's near them by time and theater.

So far, the only devices that work with it are the iPhone/iPod Touch, T-Mobile G1, Samsung Omnia, Verizon Imagio, and the Zune HD. Microsoft says support for other phones and portables is coming. In the meantime, phones that can't access the touch-friendly interface get defaulted to a simpler version.

Also worth noting is that the touch interface is only available to users in the U.S. for the time being.

Along with touch, Microsoft also added two new search query types that pull from near real-time data sources. This includes a way for users to check on NFL football scores and flight status. Users looking to get an updated score or player stats just need type in the team or player name. As for flights, you'll need the airline and flight number and it will cull the most recent information about arrivals, departures, or delays.

Now how about fitting some of that neato visual search action on the mobile site too?

It's now easier to find unaffordable real estate in San Francisco's Mission District through Google Maps.

(Credit: Google)

Another day, another improvement to Google Maps that increases time spent on the site.

A few days after sending shock waves throughout the portable navigation industry, Google's back adding features to Google Maps that will once again draw the attention of the real-estate industry. Google Maps has been showing real estate listings since this summer, but the company added a few tweaks Thursday designed to make it easier to search for a new home with Google.

If you're looking at a particular slice of the world through Google Maps, you now have the option to select "Real Estate" from a drop-down box in the "More..." section on the top of the map. And for those unable to afford real estate in San Francisco--or unwilling to pay the shockingly high prices offered in this town--Google Maps also now offers rental listings.

Google has always taken pride in the short amount of time users spend on its site, emphasizing that its goal is to get you the information you need as quickly as possible and get you on your way to that destination. But with features like these in Google Maps, you can spend almost the entire home-search process on Google, only clicking through to the real-estate company's page, once you've found the four or five places that pass muster.

It's possible that makes for a better search experience, but it also increases the amount of time spent within Google's domain. Advertisers like that.

Yahoo continues to pull out all the stops in hopes of convincing investors and advertisers that even though it's a massive media and technology company today, it has a plan for the future.

"Today is the beginning of a journey back to respect," said Yahoo CEO Carol Bartz in a meeting with financial analysts at Yahoo's headquarters in Sunnyvale, Calif. "Yahoo was the big shining star in the mid-1990s and mid-2000s, and then somehow we weren't so shiny anymore."

The all-day meeting, which is being Webcast, is designed to reconnect Yahoo with the financial community, something Bartz hinted earlier this year was long overdue in comments she made in New York. Ever since former Yahoo CEO Jerry Yang turned down a $33 per share offer from Microsoft in 2008, Yahoo's stock has languished at about half that value, and with the economy taking a turn for the worse, even a tepid recovery has been seen as welcome news.

Bartz brought a team of Yahoo leaders up on stage to show off what they've been doing to take better advantage of Yahoo's enormous reach across the Internet. For example, Tapan Bhat, senior vice president for integrated consumer experience, talked about how Yahoo's redesigned home page has increased the amount of time spent on that page by 20 percent, and click-through has likewise improved on both ads and content on that page.

Bryan Lamkin, senior vice president for applications, pledged to improve spam filters and duplicate the Yahoo Mail experience on mobile phones. And Jimmy Pitaro, vice president of media, ran through all of the plans his group has to increase the number of people who come to Yahoo for news and entertainment.

Clearly, Yahoo already operates on a grand scale. "We are a broad-based Internet technology company that serves up the most interesting content on the Internet to 600 million people," Bartz said.

But advertisers "are looking for a safe neighborhood," Bartz said. She meant that in order to get high-quality advertisers to spend lots of money with Yahoo, they have to give them high-quality content that they can feel confident about putting their message beside. Perhaps Bartz could throw that lesson in for free as part of the search deal with Microsoft.

Throughout the revival story Yahoo has tried so hard to push this year, there's a sense that the company is a little defensive about being seen as a place where innovation no longer happens. Bartz admitted that "we had kind of lost your respect" over the past few years. "We are a 14-year-old Internet company that somehow got boring."

Analyst days are not exactly the most exciting events produced by public companies. But it's all part of Yahoo's attempt to re-insert itself in the conversation about the future of the Internet, and investors will need to be on board for the company to make any real progress: not to mention that employee retention could get easier if the stock starts to climb.

Corrected 3:35 p.m. PDT with the correct spelling of Bryan Lamkin's name.

Ask.com could soon be up for sale, judging by the comments of IAC CEO Barry Diller.

(Credit: Screenshot by Tom Krazit/CNET)

Ask.com could be on the block, judging by the comments of the CEO of its parent company.

Reuters reported on IAC's third-quarter earnings conference call Tuesday, where CEO Barry Diller all but opened the bidding for the struggling search engine. Despite a novel promotional deal with Nascar, Ask.com has failed to make much headway against the great powers of search in Google, Yahoo, and Microsoft.

"We've been asked a lot whether we're open to consolidating transactions in the area of search. The answer is yes," Diller was quoted by Reuters as saying. "And, it is unlikely that we would be the consolidator."

Search consolidation is already in full swing in 2009, with the government reviewing a pending deal between Microsoft and Yahoo that would see Microsoft installed as the exclusive provider of search technology on Yahoo's Web sites. That government scrutiny could make it more difficult for IAC to sell Ask.com to Google or Microsoft, assuming they would be interested.