Google’s diving into social media to offer dedicated 24-hour support over the working week (from Monday to Friday) for AdWords-related queries from customers. They’ll be extending their English language support across Facebook, Google+, YouTube and Twitter. The AdWords team issued a tweet on 11th February with this breaking news, but they’ve already established a good track record of providing support via Twitter. Technical advisers from the team get back to customers within a matter of house to answer various questions and communications on Twitter have so far answered a wide variety of queries, including those from customers concerned over traffic fluctuations in their campaigns.
The only problem with Twitter-based support is that the 140 character limit puts a strain on the level of depth team members can go into when answering queries. The workaround’s to send individual customers direct messages, but this will inevitably lead to a lot of repetition and more work for the team, with a medium such as a forum providing a better communications vehicle for customers all experiencing similar problems. As yet undeterred, the AdWords team seems very willing to offer assistance whenever needed, adopting a good-natured, friendly approach and even adding a dab of wit here and there, as appropriate.
For customers who don’t fancy Twitter, there’s an alternative for receiving help directly from Google, as Google and the popular Search Engine Journal have launched an initiative called ‘Ask the AdSense Guy’, where Head of Publisher Policy Communications for Google, John Brown, will cover subjects about search and Google AdSense on a monthly basis. John’s only just started working with Google to contribute to AdSense becoming more accessible and transparent to online marketers. He’s passionate about connecting with search marketers looking to expand their knowledge-base and he’s pledged to publish a monthly post covering the most popular questions customers are asking, going into detail on specific points where necessary. John’s latest post gives details and recommendations relating to mobile ads, as well as tips and advice about how to deal with ad blockers.
All these efforts demonstrate that Google’s really committed to becoming more transparent in everything it does and is taking a market lead in customer communications. 2016 should be an interesting year for unveiling other initiatives Google may launch to assist search marketers and SEOs in their quest to better understand the intricacies of internet marketing in order to integrate these into their campaigns.