In the course of managing several AdWords accounts I come across issues that need some assistance from the friendly folks at Google. I found myself in one of those situations the other day regarding some rule-based remarketing audiences I had created. I clicked the Help link in the upper right corner and saw a new twist:
As you can see, AdWords has 5 different options here:
- Browse Help
- AdWords Community Forum
Did you catch that? CHAT!
Maybe this has been around awhile, but it was new to me, so I decided to give them a chance. I already had a good idea what was causing the issue, so I figured it would be no big deal. After clicking I got a little window that loaded up in the lower right corner telling me where I stood in the queue:
It took a couple minutes before I got hooked up with Eric B. I had to do the typical phone routine of providing my 10-digit account ID and login email. I then had to explain the issue and wait for him to navigate to the appropriate page and validate what I was saying (this has always been a frustration for me). We ran through a couple ideas that didn’t ultimately work and he said he’d email me after he spoke with a specialist team (the normal M.O. for a phone support call).
In the end it was about the same as a phone call, but if you’re a fan of chat it’s a nice option to have.