It’s been a while since almost most of those who deal with Google Ads, or Google’s advertising service, have faced a severe drop and disruption in the support function of this service. So, in this article, we decided to see what is the cause of this incident that has raised the voice of all online advertisers. So stay with us until the end of the article.
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The exhausting process of buying advertising space
One of the points that people all over the world have encountered recently is the difficulty of booking ads on YouTube. For example, some users have recently said that despite several months of follow-up and dozens of calls, they still haven’t succeeded in booking an advertising space for their business.
Even another user believed that instant booking of Google ads for TV and YouTube has become impossible. It seems that now even users who work in large organizations with large advertising budgets are experiencing this problem.
Disappointment of users
If you have been following the news, you probably noticed that a while ago Google announced that advertisers can temporarily stop working with Google. However, it seems that these changes have not yet reached the ears of some Google representatives and experts. For example, another user who wanted to use these new places realized that his support still did not know about the existence of such a system!
Of course, this user was finally able to use this Google service, which happens to expire at the end of February. But how even some Google employees and experts do not know about this system is questionable. Of course, it seems that the main reason for the experts’ ignorance is that the new Google system has not yet been released comprehensively.
Another sign of the decline of Google’s customer service is the lack of support. Some ad agencies complain that not only are they not assigned the level of support they need at Google, but they generally can’t get in touch with any specific support. For example, many people object to Google’s policies in suspending or wrongly limiting some accounts. But usually, the result of their protest is not out of two situations:
They manage to talk to a support person and finally, the support person tells them that there is nothing they can do!
They don’t get to talk to support and just get a canned message that their request was rejected.
This shows that even if you have access to backup, you can’t expect much from Google. Google’s new policies have caused the backups to not serve users as before.
Is artificial intelligence the final solution?
Along with all the fuss that is being heard about the quality of Google’s customer service, another thing has happened that increases the concerns to some extent. Recently, Google announced that it plans to restructure its advertising sales unit. This unit has about 30 thousand employees and now these employees are somewhat worried about losing their jobs. The source of their concern is the words of Sundar Pichai, the director of Google, who said that the company is going to cut off 12,000 of its official and contract employees.
All these events and plans to reduce the costs of the after-sales service department have caused users to worry about the permanent removal of this department from Google Ads. But Ginny Marvin, the spokesperson for Google Ads, emphasized in an interview that Google has no plans to close this section. He went on to say that Google is aware of the negative feedback and dissatisfaction of its users, and that is why it plans to include the use of artificial intelligence more in its program.
Ginny Marvin also said that Google does not intend to replace its experts and supporters with artificial intelligence. Rather, it tries to use artificial intelligence along with its human resources. In the end, Marvin talked about the changes that have been made in the Google Ads advertising guide and said that these changes will answer many of people’s questions.
What is our recommendation?
Although it seems that Google intends to rely solely on AI to solve the problem of marketers and advertisers, it has not yet announced a specific time for the widespread use of AI.
The only advice that Ginny Marvin gives to users is to constantly share their feedback and experiences in using Google Ads with this company. Marvin says that they at Google are constantly trying to create the best user experience for people. However, user feedback can be very problematic.
Unsolved Google puzzles
With all this said, another thing that worries marketers is delayed or non-response to their messages. In fact, despite the claim of the Google spokesperson, that it is necessary to receive an answer immediately, many people still cannot get the answer they want from Google. Google’s only solution for now is to register feedback.
The second case is the unfair and wrong restrictions of some users. Interestingly, Google’s spokesperson says: that Google’s supporters have no duty or authority in this process either before or now.
What is the solution?
If for any reason you are still not satisfied with the response quality of Google’s after-sales service system, Google’s suggestion is to write an official complaint to Google through the Help Center. The Google spokesperson also emphasizes that to improve after-sales service and support, it needs users’ feedback about their experiences.
But it seems that this Google solution is not going to be the answer to our problem. The thing is that even if you fill out such complaint forms, only Google support will call you to remind you of predetermined solutions. Solutions that if it solved your problem, you wouldn’t need to contact Google at all.
Another strange thing about these calls is the way Google experts treat them. Most of the businesses that spoke to these experts believe that they were very aggressive and even angry in some cases! However, most of these people prefer not to report the rudeness and bad behavior of Google’s support staff. The reason for this decision is two things: First, they don’t want to worsen the current situation of Google experts (who are subject to layoffs). Second, some of these people are afraid that this report will reach the ears of Google’s supporters and that their communication will get worse than it is!