{"id":6161,"date":"2024-01-16T21:01:37","date_gmt":"2024-01-16T21:01:37","guid":{"rendered":"https:\/\/tup.kxe.temporary.site\/marketers-fume-as-google-ads-customer-service-hits-all-time-low\/"},"modified":"2024-01-16T21:01:37","modified_gmt":"2024-01-16T21:01:37","slug":"marketers-fume-as-google-ads-customer-service-hits-all-time-low","status":"publish","type":"post","link":"https:\/\/okdesign.ca\/en\/marketers-fume-as-google-ads-customer-service-hits-all-time-low\/","title":{"rendered":"Marketers fume as Google Ads&#8217; customer service hits \u2018all-time low\u2019"},"content":{"rendered":"<p> <br \/>\n<\/p>\n<div>\n<p>Google Ads customer service has plummeted to an unacceptable all-time low, according to marketers. From incorrect account suspensions to sales calls \u201caggressively\u201d pushing automation to confusion over the platform\u2019s products, advertisers are exasperated by the lack of help from Google.<\/p>\n<p>And the problem only seems to be getting worse.<\/p>\n<p><!-- \/1038259\/MT_Post-text --><\/p>\n<h2 class=\"wp-block-heading\" id=\"h-a-brutal-process\">A \u2018brutal\u2019 process<\/h2>\n<p>Mike Kelley, chief marketing officer at Sylvan Learning, has been working in marketing for almost 20 years. He tried to purchase\u00a0YouTube reservation ads\u00a0\u2014 only to be told by his Google rep that they had never heard of them. <\/p>\n<p>\u201cI have been trying to purchase these ads for three months  \u2014\u00a0surely it cannot be this hard?\u201d he said. \u201cI\u2019ve called in over a dozen times \u2014\u00a0they tell me someone will call back, but they never do. They don\u2019t respond to emails either. The whole process has been brutal. [This is] an all-time low for Google Ads customer service.\u201d<\/p>\n<p>Experts outside of Google can\u2019t help either.<\/p>\n<p>\u201cI actually reached out to two agencies that spend $100,000 a month with Google for help, and used their resources and contacts. But even they have had no response to this query,\u201d he said. \u201cI posted a job on Upwork that pays a reward of $500 for anyone that can get us access and set up Instant Reserve TV ads for our account. This project is ongoing.\u201d<\/p>\n<h2 class=\"wp-block-heading\" id=\"h-disappointing\">\u2018Disappointing\u2019<\/h2>\n<p>Justin Lincoln, digital advertising manager at Closed Loop, reported a similar experience.<\/p>\n<p>Google announced in December that advertisers could opt out of the Search Network temporarily.\u00a0To do this, they would need to talk to their rep. But when Lincoln contacted his rep, the person did not know anything about this and could not help.<\/p>\n<p>Puzzled by the response, Lincoln sent his Google rep a link to\u00a0an <a rel=\"nofollow\" href=\"https:\/\/searchengineland.com\/google-advertisers-opt-out-search-partner-network-adalytics-435513\">article<\/a>\u00a0to prove that there had been an update temporarily allowing marketers to opt out of the Search Network.<\/p>\n<p>Nonetheless, the rep said this wasn\u2019t the case, but did escalate the issue to their manager. However, the manager hadn\u2019t heard about it either.  It wasn\u2019t until a different representative intervened that the update was confirmed. <\/p>\n<p>\u201cI was able to speak with another Google rep,\u201d Lincoln said. \u201cThey confirmed that my other rep just needed to look up the update in MOA \u2014\u00a0I assume this is where they house their processes.\u201d<\/p>\n<p>However, that last rep said this crucial information was not widely known among the team, highlighting a communication gap within Google\u2019s support structure.<\/p>\n<h2 class=\"wp-block-heading\" id=\"h-we-have-no-one-to-talk-to\">\u2018We have no one to talk to\u2019<\/h2>\n<p>Menachem Ani, founder of JXT Group, said there was a steep decline in customer service quality after the company restructured agency teams last April. One result is his company no longer has a dedicated agency-level rep.<\/p>\n<p><strong><em>Dig deeper: <\/em><\/strong><a rel=\"nofollow\" href=\"https:\/\/martech.org\/consumers-have-high-expectations-for-the-use-of-ai-in-customer-service\/\"><strong><em>Consumers have high expectations for the use of AI in customer service<\/em><\/strong><\/a><\/p>\n<p>The level of customer service has gotten so bad, according to Ani, that the accounts with reps aren\u2019t necessarily in a better position than those with no support. <\/p>\n<p>\u201cReps can no longer help with some of the things they were able to help with in the past,\u201d he said. \u201cWe\u2019ve been working to get a client account reinstated for over four weeks.\u00a0We appealed the suspension only to receive automated responses that the appeal was denied \u2026\u00a0 and our reps can\u2019t do anything to help us.\u201d<\/p>\n<h2 class=\"wp-block-heading\" id=\"h-ludacris-scare-tactics\">\u2018Ludacris scare tactics\u2019<\/h2>\n<p>CEO of Marketing Labs, Matt Janaway, said he\u2019s had several ongoing issues with his Google rep.<\/p>\n<p>When he recently asked for some insight to explain a \u201crandom $90 click\u201d on a campaign, the rep could not provide an answer. They also couldn\u2019t shed any light on a sudden reduction in ROI in another campaign.<\/p>\n<p>However, when it comes to his Google Ads rep, the biggest issue he\u2019s been struggling with is the persistent unwanted calls urging him to adopt more automated features. <\/p>\n<p>\u201cWe get calls daily from reps that have been assigned to our client accounts,\u201d he said. \u201cIt\u2019s very convoluted and when we don\u2019t engage  \u2014\u00a0 because we can\u2019t possibly engage them all \u2014\u00a0they try to go directly to our clients instead! This happens regularly. And the scare tactics they use are quite ludicrous.\u201d<\/p>\n<h2 class=\"wp-block-heading\" id=\"h-is-ai-the-solution\">Is AI the solution?<\/h2>\n<p>Complicating matters further, Google is planning a\u00a0major restructure\u00a0of its 30,000-person ad sales unit prompting fears of more job cuts. This comes after Google\u2019s CEO Sundar Pichai announced that the company would be letting go of 12,000 employees and contractors last year  \u2014\u00a0 approximately 5% of the company\u2019s total workforce.<\/p>\n<p>The cutbacks have convinced some marketers that Google is planning to quietly\u00a0<a rel=\"nofollow noopener\" href=\"https:\/\/searchengineland.com\/google-ads-support-not-phased-out-ai-changes-435875\" target=\"_blank\">phase out support<\/a>. But Google Ads liaison officer Ginny Marvin said this is not the case, explaining that Google Ads is aware of the ongoing negative feedback from advertisers and hinted that improvements are on the horizon, with AI set to lead the way.<\/p>\n<p>\u201cThis is an area where we are experimenting with AI as an additional component to enhance the customer experience,\u201d a Google spokesperson said. \u201cWe have also made significant improvements to our Ads Help Center content, which helps customers self-resolve issues more quickly and reliably.\u201d<\/p>\n<h2 class=\"wp-block-heading\" id=\"h-google-s-advice\">Google\u2019s advice<\/h2>\n<p>While it seems that Google will heavily rely on AI to address marketers\u2019 concerns, the company has not confirmed a specific timeline for the rollout of these improvements.<\/p>\n<p>So what can marketers do when they are unsatisfied with the customer service delivered by their Google rep? Google\u2019s spokesperson said marketers should \u201c<a rel=\"nofollow noopener\" href=\"https:\/\/support.google.com\/google-ads\/answer\/176378?hl=en&amp;sjid=13531098474660822494-NC#zippy=%2Cgoogle-ads-customer-service\" target=\"_blank\">provide feedback<\/a>\u00a0through our Ads Help Center so we can make improvements\u201d<\/p>\n<p>Delayed responses (and, in some cases, the complete lack of responses) from Google reps remain a concern for search marketers. Google said  that while response times can vary based on volume and complexity, your rep should respond to you \u201cquickly.\u201d If you find that this is not the case, report your experience to Google.<\/p>\n<p>Regarding more specific issues like unfair account suspensions, the spokesperson stressed that advertisers should appeal any decisions they believe to be unfair through the\u00a0<a rel=\"nofollow noopener\" href=\"https:\/\/support.google.com\/adspolicy\/answer\/2375414?hl=en-GB&amp;sjid=897265766663585444-NA#zippy=%2Cgoogle-ads-policy-account-suspensions-frequently-asked-questions\" target=\"_blank\">Help Center<\/a>.<\/p>\n<p>\u201cThere has been no change to this process,\u201d the spokesperson added. \u201cOur customer support representatives are not involved in submitting these appeals on behalf of a customer, or reviewing\/deciding the outcome.\u201d<\/p>\n<p><!-- START INLINE FORM --><\/p>\n<div class=\"nl-inline-form border py-2 px-1 my-2\">\n<div class=\"row align-items-center justify-content-center nl-inline-container\">\n<div class=\"col-12 col-lg-3 col-xl-auto pb-2 pb-lg-0\">\n<p class=\"inline-form-text text-center mb-0\">Get MarTech! Daily. Free. In your inbox.<\/p>\n<\/p><\/div>\n<\/p><\/div>\n<\/div>\n<p><!-- END INLINE FORM --><\/p>\n<\/div>\n<p><br \/>\n<br \/><a href=\"https:\/\/martech.org\/marketers-fume-as-google-ads-customer-service-hits-all-time-low\/\">Source link <\/a><\/p>\n","protected":false},"excerpt":{"rendered":"<p>Google Ads customer service has plummeted to an unacceptable all-time low, according to marketers. From incorrect account suspensions to sales calls \u201caggressively\u201d pushing automation to confusion over the platform\u2019s products, advertisers are exasperated by the lack of help from Google. And the problem only seems to be getting worse. A \u2018brutal\u2019 process Mike Kelley, chief [&hellip;]<\/p>\n","protected":false},"author":3,"featured_media":6162,"comment_status":"","ping_status":"","sticky":false,"template":"","format":"standard","meta":{"nf_dc_page":"","_monsterinsights_skip_tracking":false,"_monsterinsights_sitenote_active":false,"_monsterinsights_sitenote_note":"","_monsterinsights_sitenote_category":0,"_jetpack_memberships_contains_paid_content":false,"footnotes":""},"categories":[5],"tags":[],"class_list":["post-6161","post","type-post","status-publish","format-standard","has-post-thumbnail","hentry","category-agency"],"yoast_head":"<!-- This site is optimized with the Yoast SEO Premium plugin v23.8 (Yoast SEO v27.2) - https:\/\/yoast.com\/product\/yoast-seo-premium-wordpress\/ -->\n<title>Marketers fume as Google Ads&#039; customer service hits \u2018all-time low\u2019 - OK Design<\/title>\n<meta name=\"robots\" content=\"index, follow, max-snippet:-1, max-image-preview:large, max-video-preview:-1\" \/>\n<link rel=\"canonical\" href=\"https:\/\/okdesign.ca\/en\/marketers-fume-as-google-ads-customer-service-hits-all-time-low\/\" \/>\n<meta property=\"og:locale\" content=\"en_US\" \/>\n<meta property=\"og:type\" content=\"article\" \/>\n<meta property=\"og:title\" content=\"Marketers fume as Google Ads&#039; customer service hits \u2018all-time low\u2019\" \/>\n<meta property=\"og:description\" content=\"Google Ads customer service has plummeted to an unacceptable all-time low, according to marketers. 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