Google Abandons Agency Support

Google AdWords’ Dublin support team sent out an email to their agency partners, yesterday, stating that dedicated account management support for agencies will be stopped in the new year.

Google AdWordsUntil now, Google provided most AdWords specialist agencies, with a dedicated contact person or account manager, who would provide support to the agency and act as a single point of contact to answer questions regarding Google AdWords campaigns that may arise from time to time.

Some of the most commonly asked questions are about payment options, quality score, the reason why an ad did not show up and AdWords advertising policy. Whenever a supported agency faced any problem with the AdWords accounts they managed, they could contact their account manager and the account manager would personally attend to these queries and help solve them.

The number of agencies using Google AdWords is increasing rapidly. While this is a good thing for Google, it also means that they have to improve their infrastructure in order to provide support to all of these agencies.

It is becoming increasingly difficult for Google’s current agency management team in Dublin to provide each agency with a specific contact person. So, instead of investing money into recruiting more account managers, Google has decided to take a giant step backwards and return to their previous model of poor support.

Making Cuts Without Making A Big Deal Of It

As with any negative development, Google has not made a big announcement about this change to their agency support structure. Instead, they’ve sent an email and when questioned about the change, have provided scripted answers about “striving to improve the way agencies are supported” and having “invested heavily in improving” the agency online support resources.

Effective 1st January 2011, the AdWords Support System will work in a call centre like manner, where the caller from any agency will be assigned to any one of many agents. The agent should be able to answer most of the questions raised by callers but will not have any history or prior understanding of the agency’s client accounts.

Low Level Support

Google AdWords Certified Partner logoAn Agency Help Center has also been created to provide agency-specific self-service. Educational materials to help agencies manage their client accounts have also been devised. A Google Agencies programme will also be launched soon. Those who sign up for it will receive educational information and newsletters in this context.

From January onwards, most agencies will have to visit the Contact Us page in the AdWords Help Center. The technical support team will provide responses in due course. As in the past, this could mean waiting for days before getting any sort of response back from Google. The support numbers will also remain active, except that instead of dialling an account manager’s extension, the caller will only have the option to enter their MCC (My Client Centre) account number.

Posted in Google | Tagged , , , ,
  • http://twitter.com/atomvillanas atomvillanas

    Google Abandons Agency Support http://bit.ly/godVYo hallo dublin, igaz ez?

    This comment was originally posted onTwitter

  • Pingback: Google closes personal Adwords support in Europe - State of Search

  • http://twitter.com/Ashley_4Ps Ashley_4Ps

    Google Abandons Agency Support http://j.mp/huGn4g in Europe

    This comment was originally posted onTwitter

  • David Rothwell

    Google advised my agency that support would still be available out of their London office.

  • http://www.accuracast.com/ AccuraCast

    @David do you have a dedicated account management team working for your accounts? What sort of support will they continue to provide out of the London office?

    Our understanding is that the account management team was based entirely in Dublin. In London they only have a handful of vertical industry specialists and account managers.

  • http://twitter.com/Jamesgiles Jamesgiles

    Google Abandons Agency Support http://bit.ly/h5WPWe

    This comment was originally posted onTwitter

  • http://twitter.com/jamr0ck jamr0ck

    I’ve heard different noises from our Google agency team, so I do hope this isn’t the case: http://bit.ly/h7eiNM

    This comment was originally posted onTwitter

  • http://twitter.com/DaveHatton DaveHatton

    Bugger. If you’re an agency, read this! http://bit.ly/h5WPWe (via @jamr0ck)

    This comment was originally posted onTwitter

  • Pingback: AdWords dedicated agency support stopt in 2011

  • http://twitter.com/peskett peskett

    Yep Google used us to educate markets and now they want all the revenue. Reminds me of the V plot. http://bit.ly/h5WPWe (via @jamr0ck)

    This comment was originally posted onTwitter

  • http://twitter.com/ambergreen_says ambergreen_says

    And now the comments about Gogle removing it’s personal #Adwords support in Europe beings http://bit.ly/gIboxW (via @state_ofsearch )

    This comment was originally posted onTwitter

  • http://twitter.com/ambergreen_says ambergreen_says

    Comments about Google removing it’s dedicated account management #Adwords support in Europe begin http://bit.ly/gIboxW (via @state_ofsearch)

    This comment was originally posted onTwitter

  • http://twitter.com/ChristophP ChristophP

    Google stellt Agentur-Support ein bzw. um: http://bit.ly/fFJEv8

    This comment was originally posted onTwitter

  • Pingback: Google Changes AdWords Agency Service Model

  • 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.

    This comment was originally posted onSearch Engine Land: Must Read News About Search Marketing & Search

  • cesurasean

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

    This comment was originally posted onSearch Engine Land: Must Read News About Search Marketing & Search

  • Pingback: Updated: Google Dropping AdWords Agency Support | SEO Freelancer Hyderabad

  • http://twitter.com/SusanHallam SusanHallam

    Google AdWords is changing the way it support AdWords agencies. Back to the nasty call centre model. http://bit.ly/hn8U0k

    This comment was originally posted onTwitter

  • 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.

    This comment was originally posted onSearch Engine Land: Must Read News About Search Marketing & Search

  • http://twitter.com/cheelo cheelo

    way to go http://bit.ly/h5WPWe google abandons agency support for adwords – never needed your crap advice anyway

    This comment was originally posted onTwitter

  • http://twitter.com/magalibc magalibc

    A mí sí me preocupa. Google Abandons Agency Support, http://bit.ly/h5WPWe

    This comment was originally posted onTwitter

Share this page:

Request a quote

Close form
Your details * required fields
* *
* *
*
Project details
 

Thank you, your request has been received and we will respond shortly.

Close form

By continuing to use the site, you agree to the use of cookies. more information

The cookie settings on this website are set to "allow cookies" to give you the best browsing experience possible. If you continue to use this website without changing your cookie settings or you click "Accept" below then you are consenting to this. If you wish to find out more about what we track and how this information is used, please read our Privacy Policy

Close