{"id":602078,"date":"2023-12-20T15:16:09","date_gmt":"2023-12-20T12:16:09","guid":{"rendered":"https:\/\/en.buradabiliyorum.com\/google-ads-support-is-not-being-phased-but-big-ai-improvements-are-underway\/"},"modified":"2023-12-20T15:16:09","modified_gmt":"2023-12-20T12:16:09","slug":"google-ads-support-is-not-being-phased-but-big-ai-improvements-are-underway","status":"publish","type":"post","link":"https:\/\/buradabiliyorum.com\/en\/google-ads-support-is-not-being-phased-but-big-ai-improvements-are-underway\/","title":{"rendered":"#Google Ads: Support is not being phased but \u2018big\u2019 AI improvements are underway"},"content":{"rendered":"<div id=\"ez-toc-container\" class=\"ez-toc-v2_0_85 counter-hierarchy ez-toc-counter ez-toc-custom ez-toc-container-direction\">\n<p class=\"ez-toc-title\" style=\"cursor:inherit\">Table of Contents<\/p>\n<label for=\"ez-toc-cssicon-toggle-item-6a3ccbebe9dc9\" class=\"ez-toc-cssicon-toggle-label\"><span class=\"\"><span class=\"eztoc-hide\" style=\"display:none;\">Toggle<\/span><span class=\"ez-toc-icon-toggle-span\"><svg style=\"fill: #dd3333;color:#dd3333\" xmlns=\"http:\/\/www.w3.org\/2000\/svg\" class=\"list-377408\" width=\"20px\" height=\"20px\" viewBox=\"0 0 24 24\" fill=\"none\"><path d=\"M6 6H4v2h2V6zm14 0H8v2h12V6zM4 11h2v2H4v-2zm16 0H8v2h12v-2zM4 16h2v2H4v-2zm16 0H8v2h12v-2z\" fill=\"currentColor\"><\/path><\/svg><svg style=\"fill: #dd3333;color:#dd3333\" class=\"arrow-unsorted-368013\" xmlns=\"http:\/\/www.w3.org\/2000\/svg\" width=\"10px\" height=\"10px\" viewBox=\"0 0 24 24\" version=\"1.2\" baseProfile=\"tiny\"><path d=\"M18.2 9.3l-6.2-6.3-6.2 6.3c-.2.2-.3.4-.3.7s.1.5.3.7c.2.2.4.3.7.3h11c.3 0 .5-.1.7-.3.2-.2.3-.5.3-.7s-.1-.5-.3-.7zM5.8 14.7l6.2 6.3 6.2-6.3c.2-.2.3-.5.3-.7s-.1-.5-.3-.7c-.2-.2-.4-.3-.7-.3h-11c-.3 0-.5.1-.7.3-.2.2-.3.5-.3.7s.1.5.3.7z\"\/><\/svg><\/span><\/span><\/label><input type=\"checkbox\"  id=\"ez-toc-cssicon-toggle-item-6a3ccbebe9dc9\" checked aria-label=\"Toggle\" \/><nav><ul class='ez-toc-list ez-toc-list-level-1 ' ><li class='ez-toc-page-1 ez-toc-heading-level-2'><a class=\"ez-toc-link ez-toc-heading-1\" href=\"https:\/\/buradabiliyorum.com\/en\/google-ads-support-is-not-being-phased-but-big-ai-improvements-are-underway\/#Google_has_addressed_concerns_about_a_potential_withdrawal_of_the_feature_and_a_steep_decline_in_customer_service\" >Google has addressed concerns about a potential withdrawal of the feature and a steep decline in customer service.<\/a><\/li><\/ul><\/nav><\/div>\n<h2 class=\"subhead\" itemprop=\"alternativeHeadline\"><span class=\"ez-toc-section\" id=\"Google_has_addressed_concerns_about_a_potential_withdrawal_of_the_feature_and_a_steep_decline_in_customer_service\"><\/span>Google has addressed concerns about a potential withdrawal of the feature and a steep decline in customer service.<span class=\"ez-toc-section-end\"><\/span><\/h2>\n<p><\/p>\n<div class=\"bialty-container\">\nGoogle Ads has confirmed that support is not being phased out.<\/p>\n<p>With the introduction of a paid support service in August, concerns arose among advertisers about the potential withdrawal of the free feature. The perceived decline in customer experience further fuelled the belief that the free support might no longer be a priority.<\/p>\n<p><!-- \/1038259\/SEL_Post-text --><\/p>\n<div id=\"div-gpt-ad-1693000027709-0\"><\/div>\n<div id=\"post-break\"><\/div>\n<p>However, Google Ads has now revealed that big changes are on the horizon with AI expected to play a major role moving forward.<\/p>\n<p><strong>Why we care. <\/strong>Advertisers, particularly those with smaller budgets, rely on support from their Google Ads rep to address campaign issues. Losing this service would make it more challenging to resolve problems affecting campaign performance and, consequently, ad revenue.<\/p>\n<p><strong>What Google is saying.<\/strong> During a live PPC Chat Q&amp;A, Google Ads liaison officer Ginny Marvin addressed concerns about support being phased out. She said:<\/p>\n<ul>\n<li>\u201cI\u2019m very aware of questions and concerns about this topic.\u201d<\/li>\n<li>\u201cSupport isn\u2019t being phased out but changes are being made. There have long been challenges on this front, as everyone is likely aware. I\u2019ve talked about this before, but Support was one of the areas I wanted to understand better when I joined.\u201d<\/li>\n<li>\u201cWith the scope of inquiries, it\u2019s not an easy solve. That said, I know there are real frustrations about the current state, including chat.\u201d<\/li>\n<li>\u201cI do think Support is an area where LLMs\/Google AI will be able to make big strides in improving experiences. That\u2019s not h<a href=\"https:\/\/buradabiliyorum.com\/en\/category\/download-scripts-themes-apps\/\" data-internallinksmanager029f6b8e52c=\"9\" title=\"Download Scripts &amp; Themes &amp; Apps\" target=\"_blank\" rel=\"noopener\">app<\/a>ening yet, but work is underway. Stay tuned.\u201d<\/li>\n<\/ul>\n<p><strong>Support issues.<\/strong> SMX Next speaker and PPC expert Julie F Bacchini\u00a0explained that advertisers suspected support was being phased out for several reasons, telling Search Engine Land:<\/p>\n<ul>\n<li>\u201cA lot of people have made comments like this lately, so this seems like an important question to [address]. People think it is being phased out for a few reasons\u2026\u201d\n<ul>\n<li>\u201cIt has gotten worse and harder to get answers lately.\u201d<\/li>\n<li>\u201cEverything takes longer to get resolved.\u201d<\/li>\n<li>\u201cThe pilot program where you can pay for an actual call.\u201d<\/li>\n<\/ul>\n<\/li>\n<\/ul>\n<p><strong>AI replacing human support? <\/strong>Commenting on Marvin\u2019s explanation as to what support will look like moving forward with AI playing a more significant role, Bacchini added:<\/p>\n<ul>\n<li>\u201cI\u2019m not surprised Google Ads is trying to bring AI into support. I think, like many companies, Google would love to find ways to have AI take over functions.\u201d<\/li>\n<li>\u201cFor some low level tasks, it might be fine \u2013 but I can\u2019t see AI every totally replacing human support.\u201d<\/li>\n<\/ul>\n<p><strong>Paid support pilot.<\/strong> Marvin later confirmed that Google Ad\u2019s paid support pilot is still ongoing, however there is no update on this front. In August, the platform\u2019s enhanced customer service feature, which offers one-on-one support tailored to specific customer needs, was rolled out to small businesses as part of a new paid pilot for the first time.\u00a0Historically, this level of one-on-one support has historically only been offered to Google Ads\u2019 biggest clients. <\/p>\n<hr class=\"wp-block-separator has-text-color has-cyan-bluish-gray-color has-css-opacity has-cyan-bluish-gray-background-color has-background\"><!-- START INLINE FORM --><br \/>\n<!-- END INLINE FORM --><\/p>\n<hr class=\"wp-block-separator has-text-color has-cyan-bluish-gray-color has-css-opacity has-cyan-bluish-gray-background-color has-background\"><strong>Deep dive.<\/strong> Visit the Google Ads <a rel=\"nofollow noopener\" target=\"_blank\" href=\"https:\/\/ads.google.com\/intl\/en_uk\/home\/ads-experts-support\/\">Help Center<\/a> for more information on the support services it offers.\n<\/div>\n<p><\/p>\n<div class=\"about-author\">\n    About the author<\/p>\n<div class=\"information\">\n<div class=\"author-module\">\n<div class=\"row\">\n<div class=\"col-12 col-lg-3 text-center\">\n<div class=\"avatar\">\n                        <img loading=\"lazy\" decoding=\"async\" class=\"img-fluid rounded-circle avatar-border\" alt=\"Nicola Agius\" width=\"140\" height=\"140\" src=\"https:\/\/searchengineland.com\/nicola_agius\"><noscript><img loading=\"lazy\" decoding=\"async\" class=\"img-fluid rounded-circle avatar-border\" src=\"https:\/\/searchengineland.com\/nicola_agius\" alt=\"Nicola Agius\" width=\"140\" height=\"140\"><\/noscript>\n                                            <\/div>\n<\/p><\/div>\n<div class=\"col-12 col-lg-9\">\n<div class=\"about\">\n<div class=\"name\">\n                            <strong>Nicola Agius<\/strong>\n                        <\/div>\n<div class=\"row g-2 pt-2\">\n<div class=\"col-auto twitter\">\n                                    <a rel=\"nofollow noopener\" target=\"_blank\" href=\"https:\/\/twitter.com\/intent\/follow?original_referer=https%3A%2F%2Fsearchengineland.com%2F&amp;region=follow_link&amp;screen_name=nicola_agius&amp;tw_p=followbutton&amp;variant=2.0\" aria-label=\"opens in a new tab\"><i class=\"fab fa-x-twitter\"><\/i><\/a>\n                            <\/div>\n<div class=\"col-auto\">\n                                    <a rel=\"nofollow noopener\" target=\"_blank\" href=\"https:\/\/www.linkedin.com\/in\/nicola-agius-8b330956\" aria-label=\"opens in a new tab\"><i class=\"fab fa-linkedin\"><\/i><\/a>\n                                <\/div>\n<\/p><\/div>\n<p>                        Nicola Agius is Paid Media Editor of Search Engine Land after joining in 2023. She covers paid search, paid <a href=\"https:\/\/buradabiliyorum.com\/en\/category\/social-mediaa\/\" data-internallinksmanager029f6b8e52c=\"1\" title=\"Social Media\" target=\"_blank\" rel=\"noopener\">social<\/a>, retail media and more. Prior to this, she was SEO Director at Jungle Creations (2020-2023), overseeing the company&#8217;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.                 <\/p><\/div>\n<\/p><\/div>\n<\/p><\/div>\n<\/p><\/div>\n<\/p><\/div>\n<\/div>\n<p><script async src=\"https:\/\/platform.twitter.com\/widgets.js\" charset=\"utf-8\"><\/script><\/p>\n<blockquote><p><strong><span style=\"color: #ff6600;\">If you liked the article, do not forget to share it with your friends. Follow us on\u00a0<span style=\"color: #ff0000;\"><a style=\"color: #ff0000;\" href=\"https:\/\/news.google.com\/publications\/CAAqBwgKMLG0nwswvr63Aw\" target=\"_blank\" rel=\"nofollow noopener noreferrer\">Google News<\/a><\/span>\u00a0too, click on the star and choose us from your favorites.<\/span><\/strong><\/p><\/blockquote>\n<blockquote>\n<p style=\"text-align: center;\">For forums sites go to <span style=\"color: #ff9900;\"><a style=\"color: #ff9900;\" href=\"https:\/\/forum.buradabiliyorum.com\/\" target=\"_blank\" rel=\"noopener\">Forum.BuradaBiliyorum.Com<\/a><\/span><\/strong><\/p>\n<\/blockquote>\n<blockquote>\n<p style=\"text-align: center;\"><strong>If you want to read more like this article, you can visit our <span style=\"color: #ff9900;\"><a style=\"color: #ff9900;\" href=\"https:\/\/en.buradabiliyorum.com\/technology\/\" target=\"_blank\" rel=\"noopener\">Technology<\/a><\/span> category.<\/strong><\/p>\n<\/blockquote>\n<p><span style=\"color: black;\"><a style=\"color: #ff9900;\" href=\"https:\/\/searchengineland.com\/google-ads-support-not-phased-out-ai-changes-435875\" target=\"_blank\" rel=\"noopener\">Source<\/a><\/span><\/p>\n","protected":false},"excerpt":{"rendered":"<p>Google has addressed concerns about a potential withdrawal of the feature and a steep decline in customer service. Google Ads has confirmed that support is not being phased out. With the introduction of a paid support service in August, concerns arose among advertisers about the potential withdrawal of the free feature. The perceived decline in&#8230;<\/p>\n","protected":false},"author":1,"featured_media":602079,"comment_status":"open","ping_status":"open","sticky":false,"template":"","format":"standard","meta":{"fifu_image_url":"https:\/\/searchengineland.com\/wp-content\/seloads\/2023\/11\/Google-Ads-4.jpg","fifu_image_alt":"","footnotes":""},"categories":[18],"tags":[26293,142591,147878,107942],"class_list":["post-602078","post","type-post","status-publish","format-standard","has-post-thumbnail","hentry","category-technology","tag-google","tag-google-ads","tag-paid-social","tag-ppc"],"_links":{"self":[{"href":"https:\/\/buradabiliyorum.com\/en\/wp-json\/wp\/v2\/posts\/602078","targetHints":{"allow":["GET"]}}],"collection":[{"href":"https:\/\/buradabiliyorum.com\/en\/wp-json\/wp\/v2\/posts"}],"about":[{"href":"https:\/\/buradabiliyorum.com\/en\/wp-json\/wp\/v2\/types\/post"}],"author":[{"embeddable":true,"href":"https:\/\/buradabiliyorum.com\/en\/wp-json\/wp\/v2\/users\/1"}],"replies":[{"embeddable":true,"href":"https:\/\/buradabiliyorum.com\/en\/wp-json\/wp\/v2\/comments?post=602078"}],"version-history":[{"count":0,"href":"https:\/\/buradabiliyorum.com\/en\/wp-json\/wp\/v2\/posts\/602078\/revisions"}],"wp:featuredmedia":[{"embeddable":true,"href":"https:\/\/buradabiliyorum.com\/en\/wp-json\/wp\/v2\/media\/602079"}],"wp:attachment":[{"href":"https:\/\/buradabiliyorum.com\/en\/wp-json\/wp\/v2\/media?parent=602078"}],"wp:term":[{"taxonomy":"category","embeddable":true,"href":"https:\/\/buradabiliyorum.com\/en\/wp-json\/wp\/v2\/categories?post=602078"},{"taxonomy":"post_tag","embeddable":true,"href":"https:\/\/buradabiliyorum.com\/en\/wp-json\/wp\/v2\/tags?post=602078"}],"curies":[{"name":"wp","href":"https:\/\/api.w.org\/{rel}","templated":true}]}}