Are you having difficulty getting a response from AdWords Support about your Google Shopping campaign? In a recent video, CPC Strategy’s CEO Rick Backus reveals the best ways to get support to respond, and how to effectively communicate your issue. Read the video transcript below.
Transcript:How can I actually get help from AdWords support? We’ve miraculously broken through the Google barriers and now we have direct contacts. It definitely, as an agency, took a long time and makes our lives a lot better. Even when we didn’t have a direct contact, we were able to get through. We figured out techniques that work for Google. Google reps, if you’re watching this, I’m sorry, but we’re outing you guys on what actually works.
The first thing is to be persistent. If the Google rep doesn’t reply to you, keep calling them and keep e-mailing them; and as annoying as it is and as much as it makes you feel like you’re not important, in Google’s eyes, you’re not important, realistically. Just be persistent and make sure you continue to follow up with them. We’ve seen a trend that by the fourth or fifth time you follow up with them, there’s some sort of cue that tells them, “OK, actually respond to this person, because we need to get them to stop contacting us.”
The next thing is to send really thorough emails, or, if you’re on the phone, give really thorough explanations. If you can include screenshots, do so. The more thorough of an email it is, the easier it is to understand and the more likely that person is to respond to it. You can actually think of it like a dating site.
Realistically, Google’s kind of like a hot chick, all these reps that are answering e-mails, they’re getting hundreds and hundreds and hundreds of emails per day. You have to stand out. You need your email to be thorough to the point where you feel like you could send it to your grandma and she could read it and understand it. These people don’t have time to figure out the context, they’re getting contacted so much.
So, if you’re persistent, if you’re clear with your e-mails, and you’re really thorough, you’re much more likely to get Google to respond to you.