My guess is that like most corporate consumer oriented customer support the goals are:<p>1. Help ordinary users solve easy standard problems.<p>2. Help ordinary users solve easy standard problems.<p>3. Help ordinary users solve easy standard problems.<p>If the problem is hard and&#x2F;or nonstandard, then support will do its utmost to help the user solve easy easy standard problems.<p>This simplifies hiring and metrics. Staff only needs to be able to help users solve easy standard problems. Staff performance can be measured by how well the help users solve easy standard problems.<p>It saves money too. Google customer support doesn&#x27;t need to hire developers to answer questions about Drive for the same reason that Fiat Chrysler does not need to  hire ASE master mechanics to answer warranty problems. Indeed, Google could [but may not] outsource customer support to a  company specializing in customer support for corporations.