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bschneider5 Active Member

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#1

Does adwords support have a certain schedule for their chat support? It seems on some days they fire right up at 11:00 EST but other days, like today, there's no chat option.

Also, how long would email support take to get attention?

Thanks

bschneider5, Feb 6, 2006 IP

GuyFromChicago Permanent Peon

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#2

bschneider5 said:

Also, how long would email support take to get attention?
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Before I had an account rep the typical response time for e-mails sent to support was 24 - 48 hours. Sometimes it was alot faster...but most of the time it was a day or two.

GuyFromChicago, Feb 6, 2006 IP

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#3

The chat support is crummy. They answer like you're a visitor asking why you're site isn't listed for the normal search, when you're asking about your paid ad listing.

Nintendo, Feb 6, 2006 IP

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#4

Their chat support has alweays worked well for me. I've never tried it after 6:00 PM (CST) though.

Crazy_Rob, Feb 6, 2006 IP

bschneider5 Active Member

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#5

I think their support is fine as long as it's there. I really wouldn't even complain as long as they listed somewhere what hours they are open.

bschneider5, Feb 7, 2006 IP

GuyFromChicago Permanent Peon

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#6

I saw this posted over at WMW by AdWords Advisor:

How to get the best support from the AdWords team:

* The best way to contact AdWords support via email is to use the 'Contact Us' link located on each page of your account.

* However, if for some reason, you are unable to use the 'Contact Us' link, then please use the page linked to below. This link is always accessible through the AdWord Help Center:

https://adwords.google.com/support/bin/request.py

* If you're not using the 'Contact Us' link, then please identify your account by customer ID and/or email address. A surprisingly large number of emails come in each day with absolutely no way to identify the account associated with the question. As you might imagine, this makes a meaningful response much more difficult. And slower.

* Please note that using any other contact methods than the above will likely slow down your response.

* Please be aware that, at present, customer service folks are working Monday through Friday. So writing to support on Friday night means that your reply will be delayed until at least Monday.

* Also, be aware of peak periods and slack periods. Highest volume of email occurs on Monday. Volume is lower, and turnaround time is potentially quicker mid-week. So if your question is routine rather than urgent, please consider writing mid-week.

* We strive for a maximum turnaround time of 24 hours, for business days (Monday thru Friday). Most often, it will be faster. During very high volume periods, yes, it can be slower. But believe me, we are all tasked with not letting that happen.

* Please ensure that our replies are not being filtered out by your email program as 'Spam'. I've talked with many advertisers who are upset at our lack of response, who then find that those responses have been sent, but filtered and sent to a 'junk mail' folder. (Related note: almost all email from AdWords will have the word 'AdWords' in the subject line.)

A few more general thoughts:

* Be as succinct and as specific as possible with your questions. In many ways it is best to ask a single question (or a very few) per email. Asking 5 or 8 questions in one email may slow your response down a bit.

* Provide whatever background information will be required to answer your questions fully and quickly. Please include pertinent dates, Campaign and Ad Group names, the keywords in question, and so forth. If we have to guess, it'll slow your response down, and make it less meaningful.

* If you get an reply that doesn't meet with your satisfaction, then please reply directly to that email. This will send it directly back to the person who answered it, who is already familiar with your account. This will prevent duplication of research. Be sure to explain what was missing from our original answer.
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GuyFromChicago, Feb 8, 2006 IP

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bschneider5 Active Member

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