Google Changes AdWords Agency Service Model

This week, Google AdWords sent out emails to some of their agency customers detailing a change that will be happening in their AdWords support model. The email talked about an “Enhanced Agency Service Model” that is taking place in the U.S., U.K. and other locations, effective the 1st of January.

What is changing is that Google is restructuring their AdWords support for agencies. It seems like many agencies are losing their dedicated representatives. It also seems that those who will continue to have account managers at Google, their communication with those managers will change.

Google told me, “One set of agencies will have a dedicated agency lead; specific accounts within those agencies will have dedicated vertical account management teams, who can offer industry-specific expertise. A second set of agencies will not have an assigned agency team, but will be able to receive support via phone.”

There were some rumors that agency support will be farmed out to India. I do know Google has a large AdWords support staff in India that provides pretty good support. But Google did not say where this support will come from. Maybe the first level support will come from India and second level would be from local offices, but that is just a guess.

Google sent me a statement on this:

We are changing the structure of agency support in order to better scale and align our team with the vertical expertise and focus area of our agency partners; better partnership means higher impact for our shared clients. This realignment will help our team to give agencies more relevant insights for their clients, and to provide service to a larger portion of smaller accounts.

We’ve transitioned some of our support resources in an effort to provide everyone with the service they need to resolve issues and give advertisers the best possible support. This realignment will help our team to give agencies more relevant insights for their clients, and to provide service to a larger portion of smaller accounts.

Overall, we’ve increased our investment in agencies; there are more dedicated agency leads focused on strategic partnerships with agencies, and working with agencies to drive the industry forward.

One set of agencies will have a dedicated agency lead; specific accounts within those agencies will have dedicated vertical account management teams, who can offer industry-specific expertise. A second set of agencies will not have an assigned agency team, but will be able to receive support via phone.

I guess we will see how much better off the agency is after January 1st, when these changes go into effect.

Related Topics: Channel: SEM | Google: AdWords | Top News

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About The Author: is Search Engine Land's News Editor and owns RustyBrick, a NY based web consulting firm. He also runs Search Engine Roundtable, a popular search blog on very advanced SEM topics. Barry's personal blog is named Cartoon Barry and he can be followed on Twitter here. For more background information on Barry, see his full bio over here.

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  • http://www.searchmarketingcommunications.com Tim Cohn

    Pairing specialists within verticals where needed while moving generalists to those accounts that don’t require it ought to further optimize the media/agency relationship.

  • http://www.seanbrady.us cesurasean

    I think this is a good step for google in the right direction!

  • Sammyrea2010

    Took me time to read all the comments, but I really enjoyed the article. It proved to be Very helpful to me and I am sure to all the commenters here It’s always nice when you can not only be informed, but also entertained I’m sure you had fun writing this article.

    option poppers

  • http://blog.ppcproz.com PPCPROZ

    It makes a lot of sense, to pair adwords support specialists to verticals.

    If I have a simple question or mundane request, I usually go to the online general support, not to bother my agency rep in these circumstances.

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