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Google Ads trials enhanced customer service for small businesses

Google Ads has launched a paid pilot offering enhanced customer service for small businesses.

A select number of agencies and advertisers have been invited to trial the new program which offers one-on-one support tailored to specific customer needs.

Why we care. Small business owners using the program can get specialised advice faster by using this premium service which has historically only been accessible to Google Ads’ biggest clients.

What’s next? Google will be collecting feedback from participants in the trial and will make adjustments accordingly. In time, the search engine hopes to roll the service out to more small and medium-sized businesses. A spokesperson said:

  • “These changes are part of a long-term strategy that we’ll be building on overtime, testing, and learning as we go.”

Why now? Google launched the pilot in response to complaints from small businesses seeking more specialized advice from the search engine’s experts as opposed to answers from an automated self-service program.

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What has Google said? A spokesperson from Google told Search Engine Land:

  • “A common complaint from customers is that they want more specialized advice from Google experts and ideas for how they can improve their ads campaigns and optimize their budgets.”
  • “The paid pilot for our smallest customers gives them a level and quality of support that has historically only been accessible to our largest customers.”

Deep dive. Visit the Google Ads Help Center for more information.

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About the author

Nicola Agius

Nicola Agius is Paid Media Editor of Search Engine Land after joining in 2023. She covers paid search, paid social, retail media and more. Prior to this, she was SEO Director at Jungle Creations (2020-2023), overseeing the company’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’.

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