Google Ads Customer Service Plummets to All-Time Low, Frustrating Marketers

A recent report has revealed that the level of customer service provided by Google Ads has reached an unacceptable all-time low, leaving advertisers feeling exasperated and unsupported. From incorrect account suspensions to confusion over platform products, marketers are fed up with the lack of help from Google.

The problem seems to be getting worse, with many reporting negative experiences with Google's customer service representatives. Mike Kelley, chief marketing officer at Sylvan Learning, shared his frustrating experience of trying to purchase YouTube reservation ads, only to be told by his Google rep that they had never heard of them. Despite numerous attempts to contact Google, his issue remains unresolved.

Even experts outside of Google have been unable to provide assistance. Justin Lincoln, digital advertising manager at Closed Loop, encountered a similar problem when trying to opt out of the Search Network temporarily. Despite contacting his Google rep, he was met with confusion and a lack of knowledge about the update. It wasn't until another representative stepped in that the issue was finally resolved.

Menachem Ani, founder of JXT Group, noted a steep decline in customer service quality after Google restructured its agency teams last year. As a result, his company no longer has a dedicated agency-level rep, and they have been struggling to reinstate a client's account for over four weeks.

CEO of Marketing Labs, Matt Janaway, shared his frustration with persistent sales calls from Google reps promoting more automated features and using "ludicrous scare tactics" to push their agenda. This, coupled with Google's recent announcement of a major restructure and potential job cuts, has many marketers concerned about the future of customer support.

AI as a Solution?

In response to the backlash, Google has hinted at improvements to come, with AI playing a major role in enhancing the customer experience. However, there is no confirmed timeline for these improvements, leaving many to wonder what they can do in the meantime.

Google's spokesperson advised marketers to provide feedback through the Ads Help Center and report any unsatisfactory experiences with their reps. They also stressed the importance of appealing any unfair account suspensions through the Help Center, as customer support representatives are not involved in this process.

While the use of AI may improve customer service in the future, it is clear that there are still issues that need to be addressed. Marketers are encouraged to speak up and provide feedback to help Google improve their services and support.

Originally reported by Martech: https://martech.org/marketers-fume-as-google-ads-customer-service-hits-all-time-low/
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