Google Ads has confirmed that support is not being phased out. With the introduction of a paid support service in August, concerns arose among advertisers about the potential withdrawal of the free feature. The perceived decline in customer experience further fuelled the belief that the free support might no longer be a priority. However, Google Ads has now revealed that big changes are on the horizon with AI expected to play a major role moving forward. Why we care. Advertisers, particularly those with smaller budgets, rely on support from their Google Ads rep to address campaign issues. Losing this service would make it more challenging to resolve problems affecting campaign performance and, consequently, ad revenue. What Google is saying. During a live PPC Chat Q&A, Google Ads liaison officer Ginny Marvin addressed concerns about support being phased out. She said:
Support issues. SMX Next speaker and PPC expert Julie F Bacchini explained that advertisers suspected support was being phased out for several reasons, telling Search Engine Land:
AI replacing human support? Commenting on Marvin’s explanation as to what support will look like moving forward with AI playing a more significant role, Bacchini added:
Paid support pilot. Marvin later confirmed that Google Ad’s paid support pilot is still ongoing, however there is no update on this front. In August, the platform’s enhanced customer service feature, which offers one-on-one support tailored to specific customer needs, was rolled out to small businesses as part of a new paid pilot for the first time. Historically, this level of one-on-one support has historically only been offered to Google Ads’ biggest clients. Deep dive. Visit the Google Ads Help Center for more information on the support services it offers. via Search Engine Land https://ift.tt/oShx0TR
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