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January 11th, 2008, 01:41 PM #1Google Live Contact - New Service
I won't publish all of it, but below is a excerpt from an email I got from G support today. Where others like to avoid live contact, G once again leads the way in personalized service.
Thank you for advertising with the Google AdWords program. As a
special thank you, we are pleased to offer you an enhanced level
of customer support for being one of our top AdWords advertisers.
AdWords continually strives to provide new and effective features
to enhance the Google user experience. We're testing a new support
option that allows you to contact an AdWords Specialist by phone
with just the click of a button. We pay for the call and we even
do the dialing -- all you need to do is pick up the phone and
talk. . . . . . . (or as Seinfeld would say: naga naga naga)
January 11th, 2008, 03:03 PM #2
- Join Date
- January 18th, 2005
So it's basically a "call me" button that saves the customer from having to dial Google's number, wait a few seconds, press 2 for AdWords, type in the 10-digit account number, and wait for an agent. Instead, Google auto-dials your number and feeds your account number directly to the agent.
I estimate that this should shave an average of about 10% off the total duration of each AdWords Support call, and should probably shave about 5% to 10% off the time that each agent spends talking to each customer. (All too often, I type in my account number, but the agent needs to ask for it again for some reason.)
It's just smart business, for those of us who sometimes call Google AdWords Support. It only increases their cost if word gets out that Google actually has telephone support available (which a huge number of AdWords customers don't realize).
January 11th, 2008, 03:19 PM #3
Yep, a call me button that triggers automated account and call transfer. For G it makes sense in that it saves agent time and captures customer info accurately upfront (versus an agent not getting it right the first time etc or advertiser not entering the correct account #)
That aside, it's customer convenient, and saves my time as well, AND it is a great gesture to make to advertisers, in essence making it simple to hit a button and talk to someone versus the engines that do their best to hide contact numbers. It's the "bat phone" of search engine convenience!
Whether it's 10%, 20% or whatever time savings, as we business folk know, every percent of efficiency counts - so good move on many levels by the G team.
January 11th, 2008, 11:28 PM #4
Actually, it's not a "new" service. They've had it for quite a while, but you need to have a minimum AdWords spending level before they give you access to it. That's why the email says, "As a special thank you, we are pleased to offer you an enhanced level of customer support for being one of our top AdWords advertisers."
My favorite contact option lately has been the live online chat, as long as it's during North American business hours. I've found that most emails and late night live chats are answered by the Indian support folks who give just canned responses more often than not.
PS - So you're one of Google's "top AdWords advertisers", eh? Maybe you weren't joking in this post!