{"id":605844,"date":"2024-01-23T22:22:28","date_gmt":"2024-01-23T19:22:28","guid":{"rendered":"https:\/\/en.buradabiliyorum.com\/google-advertisers-are-confused-between-support-and-sales-we-asked-for-clarification\/"},"modified":"2024-01-23T22:22:28","modified_gmt":"2024-01-23T19:22:28","slug":"google-advertisers-are-confused-between-support-and-sales-we-asked-for-clarification","status":"publish","type":"post","link":"https:\/\/buradabiliyorum.com\/en\/google-advertisers-are-confused-between-support-and-sales-we-asked-for-clarification\/","title":{"rendered":"#Google advertisers are confused between support and sales \u2013 we asked for clarification"},"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-6a35039a6ee34\" 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-6a35039a6ee34\" 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-advertisers-are-confused-between-support-and-sales-we-asked-for-clarification\/#Search_Engine_Land_spoke_with_Google_to_understand_the_difference_between_the_two_services_and_what_to_do_if_youre_not_happy_with_either\" >Search Engine Land spoke with Google to understand the difference between the two services and what to do if you&#8217;re not happy with either.<\/a><\/li><li class='ez-toc-page-1 ez-toc-heading-level-2'><a class=\"ez-toc-link ez-toc-heading-2\" href=\"https:\/\/buradabiliyorum.com\/en\/google-advertisers-are-confused-between-support-and-sales-we-asked-for-clarification\/#Misconceptions_Where_does_%E2%80%9Csales%E2%80%9D_end_and_%E2%80%9Csupport%E2%80%9D_begin\" >Misconceptions: Where does \u201csales\u201d end and \u201csupport\u201d begin<\/a><\/li><li class='ez-toc-page-1 ez-toc-heading-level-2'><a class=\"ez-toc-link ez-toc-heading-3\" href=\"https:\/\/buradabiliyorum.com\/en\/google-advertisers-are-confused-between-support-and-sales-we-asked-for-clarification\/#%E2%80%98Google_is_not_transparent\" >\u2018Google is not transparent\u2019<\/a><\/li><li class='ez-toc-page-1 ez-toc-heading-level-2'><a class=\"ez-toc-link ez-toc-heading-4\" href=\"https:\/\/buradabiliyorum.com\/en\/google-advertisers-are-confused-between-support-and-sales-we-asked-for-clarification\/#%E2%80%98Clarification_is_needed\" >\u2018Clarification is needed\u2019<\/a><\/li><li class='ez-toc-page-1 ez-toc-heading-level-2'><a class=\"ez-toc-link ez-toc-heading-5\" href=\"https:\/\/buradabiliyorum.com\/en\/google-advertisers-are-confused-between-support-and-sales-we-asked-for-clarification\/#Support_explained\" >Support explained<\/a><\/li><li class='ez-toc-page-1 ez-toc-heading-level-2'><a class=\"ez-toc-link ez-toc-heading-6\" href=\"https:\/\/buradabiliyorum.com\/en\/google-advertisers-are-confused-between-support-and-sales-we-asked-for-clarification\/#The_roles_of_Sales\" >The roles of Sales<\/a><\/li><\/ul><\/nav><\/div>\n<h2 class=\"subhead\" itemprop=\"alternativeHeadline\"><span class=\"ez-toc-section\" id=\"Search_Engine_Land_spoke_with_Google_to_understand_the_difference_between_the_two_services_and_what_to_do_if_youre_not_happy_with_either\"><\/span>Search Engine Land spoke with Google to understand the difference between the two services and what to do if you&#8217;re not happy with either.<span class=\"ez-toc-section-end\"><\/span><\/h2>\n<p><\/p>\n<div class=\"bialty-container\">\nGoogle is concerned there may be confusion around the roles of its sales and support departments.<\/p>\n<p>Advertisers recently groused that support is at an all-time low, accusing Google employees of bombarding them with \u201caggressive\u201d phone calls pushing for the implementation of automated solutions. <\/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>The employees making those calls are members of the sales team, not support, according to a Google spokesperson. The sales team has competitive targets and is rewarded with performance-related commissions, which may explain why they\u2019re so aggressive in their outreach. (Editor\u2019s note: Working on commission does not excuse overly aggressive or misleading outreach.) <\/p>\n<h2 class=\"wp-block-heading\" id=\"h-misconceptions-where-does-sales-end-and-support-begin\"><span class=\"ez-toc-section\" id=\"Misconceptions_Where_does_%E2%80%9Csales%E2%80%9D_end_and_%E2%80%9Csupport%E2%80%9D_begin\"><\/span>Misconceptions: Where does \u201csales\u201d end and \u201csupport\u201d begin<span class=\"ez-toc-section-end\"><\/span><\/h2>\n<p>The confusion seems to stem, at least in part, from overl<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>ing responsibilities of the sales and support teams. For example, sales reps don\u2019t just sell advertising. In some instances, they also try to help advertisers report issues that require assistance from support to resolve. Helping customers is a common characteristic of the highest-performing sales reps in all organizations.<\/p>\n<p>Google has a responsibility to provide clearer distinctions between its sales and support departments, Georgi Zayakov, Team Lead SEA\/Amazon at The Reach Group told us. He emphasized that clarification could enhance trust between Google Ads and its customers. He said:<\/p>\n<ul>\n<li>\u201cI can understand that there are hard targets, and with recent layoffs, people might be unsettled and fearing for their jobs. But it has never been clearly communicated that the people making these calls are sales people.\u201d <\/li>\n<li>\u201cEven their positions in their email signatures never mention \u2018sales\u2019, but rather \u2018solutions\u2019 or \u2018account management\u2019, and so on.\u201d<\/li>\n<li>\u201cGoogle needs to do more to clarify the difference because it creates unrealistic expectations from advertisers.\u201d<\/li>\n<li>\u201cThis might explain why so many agency and in-house professionals are frustrated \u2013 we expect genuine help and unbiased perspective. When the incentives of the other side are set wrong, tensions and mistrust are a normal consequence.\u201d<\/li>\n<\/ul>\n<h2 class=\"wp-block-heading\" id=\"h-google-is-not-transparent\"><span class=\"ez-toc-section\" id=\"%E2%80%98Google_is_not_transparent\"><\/span>\u2018Google is not transparent\u2019<span class=\"ez-toc-section-end\"><\/span><\/h2>\n<p>Google must more clearly define the difference between sales and support, according to PPC consultant <a rel=\"nofollow noopener\" target=\"_blank\" href=\"https:\/\/pete-bowen.com\/\">Peter Bowen<\/a>. He said:<\/p>\n<ul>\n<li>\u201cIt\u2019s hard to tell the difference between support and sales \u2013 and I don\u2019t think Google has ever done anything to explain the difference.\u201d<\/li>\n<li>\u201cWhen you figure out that you\u2019re talking to a vendor\u2019s sales person, you are aware that their interests are making more sales.\u201d<\/li>\n<li>\u201cWhen you\u2019re talking to someone you think is support, you think they\u2019re helping you.\u201d<\/li>\n<li>\u201cThe problem is that Google is not transparent, and calls and emails from their (sales) reps are couched in language designed to think you\u2019re speaking with someone who is interested in helping you get the best from your account.\u201d<\/li>\n<\/ul>\n<h2 class=\"wp-block-heading\" id=\"h-clarification-is-needed\"><span class=\"ez-toc-section\" id=\"%E2%80%98Clarification_is_needed\"><\/span>\u2018Clarification is needed\u2019<span class=\"ez-toc-section-end\"><\/span><\/h2>\n<p>Anthony Higman, CEO of online advertising agency <a rel=\"nofollow noopener\" target=\"_blank\" href=\"https:\/\/adsquire.com\/\">Adsquire<\/a>, told Search Engine Land that, in the last two years, no one from Google who contacted him or his company identified themselves as a sales representative. Despite receiving \u201cthousands\u201d of emails and phone calls, Google employees have consistently presented themselves as \u201creps\u201d or \u201cGoogle Ads experts.\u201d That creates the false impression that their focus is on assisting rather than selling. And that causes mistrust. He said:<\/p>\n<ul>\n<li>\u201cWe have been so aggressively harassed in the past two years that we also really dont want to engage with anyone from Google because of the horrible experiences.\u201d<\/li>\n<li>\u201cWe are a smaller agency and get five calls a day and five emails \u2013 responding to each of those would take us away from getting our work done.\u201d<\/li>\n<li>\u201cRegardless of what they call themselves, all of the outreach we have gotten has been to push auto-applied recommendations or smart bidding, and no one who has contacted us has actually offered any support or been able to fix any of the ongoing issues with accounts.\u201d <\/li>\n<li>\u201cSo I would definitely be interested in clarification on who actually offers any support and what the difference is between sales and support since they all call themselves Google Ads experts but clearly don\u2019t know much about Google ads.\u201d<\/li>\n<\/ul>\n<h2 class=\"wp-block-heading\" id=\"h-support-explained\"><span class=\"ez-toc-section\" id=\"Support_explained\"><\/span>Support explained<span class=\"ez-toc-section-end\"><\/span><\/h2>\n<p>Support, also referred to as Google Technical Services or gTech, is tasked with assisting customers in troubleshooting technical issues related to Google Ads products or services. Access to available support channels can be found through the \u201cContact Us\u201d section in the <a rel=\"nofollow noopener\" target=\"_blank\" href=\"https:\/\/support.google.com\/google-ads\/#topic=10286612\">Help Center<\/a> or via the \u201cHelp\u201d icon when logged into your account.<\/p>\n<p>The support team has targets to meet when it comes to response times and should respond to your questions \u201cquickly\u201d. However, Google is aware that this isn\u2019t always the case, and explained that response times can vary  based on volume and complexity.<\/p>\n<p>In light of these issues, the search engine is investing in improvements to the Ads Help Center, which is designed to help customers self-resolve issues more quickly and reliably. It has also been experimenting with potential AI solutions. Google reassured that AI is not replacing human support, rather, is being explored as an additional component to enhance customer support.<\/p>\n<p>If you can\u2019t find a solution to your problem via the Ads Help Center or via the support team, Google encourages advertisers to make a formal <a rel=\"nofollow noopener\" target=\"_blank\" href=\"https:\/\/support.google.com\/google-ads\/answer\/176378?hl=en&amp;sjid=13531098474660822494-NC\">complaint<\/a> about their experience as this should not be happening. Although some advertisers are hesitant to file complaints, the search engine has reiterated the importance of customer feedback so that it can get better.<\/p>\n<h2 class=\"wp-block-heading\" id=\"h-the-roles-of-sales\"><span class=\"ez-toc-section\" id=\"The_roles_of_Sales\"><\/span>The roles of Sales<span class=\"ez-toc-section-end\"><\/span><\/h2>\n<p>Google sales reps are tasked with engaging customers in discussions about new solutions, products, and features, encompassing AI solutions. <\/p>\n<p>Advertisers are assigned Google sales representatives periodically, determined by various factors, as the company provides different types of sales support. For instance, an account strategist may be assigned for a short duration to aid in onboarding and scaling an account. This approach may explain why your sales rep seems to change so often. <\/p>\n<p>Sales reps may also proactively contact customers to provide updates on product offerings or suggest ways to optimize their campaigns. Given Google\u2019s continuous introduction of new products and improvements, this may explain the volume of calls and email. <\/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\">After the initial interaction with a member from Google\u2019s sales team, you should receive an email containing a link to a feedback survey. Google encourages users to share their feedback, whether positive or constructive, to contribute to the improvement of sales processes and enhance the overall customer experience with Google Ads.<\/p>\n<p>Hopefully, this in-depth exploration has addressed some of your questions regarding the distinction between Google Ads support and sales. For more information, you can read our investigation into the quality of  Google Ads support.\n<\/p><\/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\/CAAqBwgKMN63nwsw68G3Aw\" 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;\"><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-sales-clarification-436829\" target=\"_blank\" rel=\"noopener\">Source<\/a><\/span><\/p>\n","protected":false},"excerpt":{"rendered":"<p>Search Engine Land spoke with Google to understand the difference between the two services and what to do if you&#8217;re not happy with either. Google is concerned there may be confusion around the roles of its sales and support departments. Advertisers recently groused that support is at an all-time low, accusing Google employees of bombarding&#8230;<\/p>\n","protected":false},"author":1,"featured_media":605845,"comment_status":"open","ping_status":"open","sticky":false,"template":"","format":"standard","meta":{"fifu_image_url":"https:\/\/searchengineland.com\/wp-content\/seloads\/2023\/07\/concerned-woman-computer-google-logo-1920.jpg","fifu_image_alt":"","footnotes":""},"categories":[18],"tags":[26293,142591,147878,107942],"class_list":["post-605844","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\/605844","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=605844"}],"version-history":[{"count":0,"href":"https:\/\/buradabiliyorum.com\/en\/wp-json\/wp\/v2\/posts\/605844\/revisions"}],"wp:featuredmedia":[{"embeddable":true,"href":"https:\/\/buradabiliyorum.com\/en\/wp-json\/wp\/v2\/media\/605845"}],"wp:attachment":[{"href":"https:\/\/buradabiliyorum.com\/en\/wp-json\/wp\/v2\/media?parent=605844"}],"wp:term":[{"taxonomy":"category","embeddable":true,"href":"https:\/\/buradabiliyorum.com\/en\/wp-json\/wp\/v2\/categories?post=605844"},{"taxonomy":"post_tag","embeddable":true,"href":"https:\/\/buradabiliyorum.com\/en\/wp-json\/wp\/v2\/tags?post=605844"}],"curies":[{"name":"wp","href":"https:\/\/api.w.org\/{rel}","templated":true}]}}