Google Ads trials enhanced customer service for small businesses

This level of one-on-one support has historically only been offered to Google Ads' biggest clients.

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Google Ads will offer enhanced customer service for small businesses as part of a new paid pilot.

A select number of agencies and advertisers have been invited to test the new program, which offers one-on-one support tailored to specific customer needs.

Why we care. Small business owners using the program can get specialized advice faster by using this premium service, which has historically only been accessible to Google Ads’ biggest clients.

What’s next? Google will collect feedback from participants. In time, Google hopes to roll the service out to more small- and medium-sized businesses. A Google spokesperson said:

  • “These changes are part of a long-term strategy that we’ll be building on over time, testing, and learning as we go.”

Why now? Google launched the pilot in response to a “common complaint” from small businesses that they more specialized advice from the search engine’s experts, along with ideas for how they can improve their ads campaigns and optimize their budgets – a level of service not provided by Google’s automated self-service system.

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What has Google said? A spokesperson from Google told Search Engine Land:

  • “The paid pilot is intentionally small in scope so we can take feedback and iterate based on what works best for our customers.”
  • “As part of this evolution, we’ve made significant upgrades to the Help Center to help customers resolve issues on their own, more easily. This includes multimedia 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. We will continue to invest in this area.”
  • “Agencies working with customers included in this pilot will also be able to schedule specialized paid support consultations tailored to their clients’ specific needs.”

Opinions expressed in this article are those of the guest author and not necessarily Search Engine Land. Staff authors are listed here.

About the author

Nicola Agius
Nicola Agius was Paid Media Editor of Search Engine Land from 2023-2024. She covered paid media, retail media and more. Prior to this, she was SEO Director at Jungle Creations (2020-2023), overseeing the company's editorial strategy for multiple websites. She has over 15 years of experience in journalism and has previously worked at OK! Magazine (2010-2014), Mail Online (2014-2015), Mirror (2015-2017), Digital Spy (2017-2018) and The Sun (2018-2020). She also previously teamed up with SEO agency Blue Array to co-author Amazon bestselling book Mastering In-House SEO.

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