In August 2023, Google Ads reached out to a select number of agencies and advertisers asking them to test their new enhanced customer service program for small businesses, which aims to offer more one-on-one support. It appears now that Google has begun to roll out this program, as it is now being spotted in some accounts.
In this blog, we’ll go over what this new enhanced customer service offers and how much it costs.
About Google Ads’ New Paid Customer Support Service
Google appears to have launched this new paid customer support service in response to a common complaint from small businesses: they need more tailored guidance from Google Ads on how to improve their campaigns and optimize their budgets – something that Google’s automated self-service system doesn’t really provide.
According to a screenshot shared by a PPC expert who noticed the feature in their account, to schedule a consultation with a Google Ads representative, you’ll need to click the icon and pay a fixed fee of $50 per call. Keep in mind, however, this feature is still in beta so it is not accessible to everyone just yet.
In addition to this new service, a Google spokesperson told Search Engine Land that they have made “significant updates to the Help Center to help customers resolve issues on their own, more easily. This includes multi-media additions, such as videos and GIFs, across articles related to how to edit your campaign settings, edit your bids, and resolve data inconsistencies in Google Ads accounts.”
Final Thoughts
Although we do not know yet whether small businesses have found this new feature helpful, it is encouraging to see Google Ads taking its customer service feedback seriously and working to improve things for advertisers. Hopefully, the fact that this is a paid service means that businesses can expect better quality customer service from Google Ads, something that has been seriously lacking in recent years.
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