- This topic has 5 replies, 1 voice, and was last updated 2 weeks, 2 days ago by kt90402.
October 2, 2021 at 8:09 pm #26543seohelperKeymaster
Are there “paid support plans” for agencies and big companies, or does everyone have the same access to customer support (forums/chats/callbacks)? In other words, do big spenders like Expedia, Macy’s or Amazon get some kind of direct-access preferential treatment when they run into issues?
Edit: sorry about the wrong flair; the desktop interface did not allow me to select one. “Amazon Ads” was automatically added when I submitted the post. I can’t edit/change it either, apparently.October 2, 2021 at 8:24 pm #26545ggildner
As an agency, we have a personal support rep at Google and we are approved for beta access, which does allow us to have access to new beta features and pretty decent direct line phone/email support for issues.
Big spenders (I’m talking BIG spenders like Amazon, not just agencies with a few million in ad spend) have entire dedicated teams/reps at Google.October 2, 2021 at 8:28 pm #2654410thgradelosers
> In other words, do big spenders like Expedia, Macy’s or Amazon get some kind of direct-access preferential treatment when they run into issues?
Big spenders have reps that are actual google employees that can help diagnose and solve problems. They can push things up the review line but they themselves don’t do the review.
Low spenders have outsourced reps that are glorified sales reps.October 2, 2021 at 10:42 pm #26547cianuro
LCS (large client services) support kicks in at the tens of million spend level. You get an industry rep, and a personal support rep that escalates for you. The gtech team also build supporting tools for a group of the top spenders which is separate.
Shopping support is completely separate too.
This support is definitely much better than the entry level garbage who have not read a help center article.
If you’re not spending tens or hundreds of millions a year, you’re out of luck. Fortunately, the low level of support that Google has always provided has forced many of us to become experts and we now manage those hundreds of millions.
Honestly though, there’s not *really* that much of a difference managing a $20M/quarter account than there is a $10,000 account.
The “high” level of support does come with a serious dose of pressure to use features that are not needed though.October 2, 2021 at 11:17 pm #26546elvisofdallasDOTcom
Not needed. If you spend enough (and it’s not that much) you can end up with a good group of reps. In my experience if you have an account that is growing in spend you can get several people assigned to your account and they’ll do everything from help you research complex solutions in Google Ads Script to research phrase/exact match keyword lists for you, etc.
I’ve had weak reps before but I guess I’ve been lucky to have had many really strong account strategists over the years, sometimes separate ones assigned to each account in my portfolio that stay many quarters.
The real question is – what is the issue you (OP) are dealing with and were you unable to get assistance? What’s your monthly spend on the account in question?
I’ve even had two reps work through a client who got suspended (actually, the client was told it was a permanent closure and within a couple of weeks we were back up running ads just fine).October 3, 2021 at 8:16 am #26548kt90402
Starting at a few thousand a day you can get an actual employee. They’re usually helpful. If your agency is not recognized by google you will have a different rep for each account.
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