[kolya3]

I think you are right when it comes to a product like Google docs - it's complicated enough that a consumer would look to the early adopters. However, this Helpouts product is simple enough for a consumer to understand that they dont need to ask their technically minded friends whether they should use it. All Google has to do to bring the users in is include a link to it on the search results page. "Were you looking advice on yoga? Click here to talk to a real person."