This week’s PPCChat session had PPCers evaluate the ad support system of the various platforms such as Facebook, Instagram, Google Ads, Microsoft Ads. <\/p>\n\n\n\n\n\n\n\n
Here is the screencap of the entire session:<\/p>\n\n\n\n
I feel like all platforms have seen a major decrease in customer support in the last year. I can’t think of a good experience I’ve had in that time. I guess Google though, since I’ve actually been able to reach someone there. – @jord_stark<\/a><\/p>\n\n\n\n I like the documentation available on most of the platforms, but dealing with a person (named or otherwise) nightmare. – @SarahPixelHappy<\/a><\/p>\n\n\n\n I have dealt with both FB and Google reps and they are both horrendous tbh. Not sure about LinkedIn, Bing and Quora. – @rougecrown<\/a><\/p>\n\n\n\n LinkedIn has great support. Adwords support is ok. It can be great if you’re working on a client who has major marketing dollars invested. If not, it’s eh… – @aprilbrownco<\/a><\/p>\n\n\n\n weirdly, it’s the smaller kids in the gang. Twitter for Gov, LinkedIn is OUTstanding, and even Pinterest is doing not back. FB is their usual eye-roll self, and Google is all over the place. – @JuliaVyse<\/a><\/p>\n\n\n\n I feel like all platforms have seen a major decrease in customer support in the last year. I can’t think of a good experience I’ve had in that time. I guess Google though, since I’ve actually been able to reach someone there. – @jord_stark<\/a><\/p>\n\n\n\n To me, the best support is the kind that doesn’t require a reach-out to anyone Google’s support docs have been stellar as they’ve been revamping them over the past couple years. – @ferkungamaboobo<\/a><\/p>\n\n\n\n Microsoft Ads has great support. I think Quora does too. – @NeptuneMoon<\/a><\/p>\n\n\n\n Microsoft Ads support has been better than avg recently for me – @jennifer_lash<\/a><\/p>\n\n\n\n “right now” we have good support availability with Google Ads – @ynotweb<\/a><\/p>\n\n\n\n I’ve found StackAdapt to have great service so far – @AskYisrael<\/a><\/p>\n\n\n\n Snap. No question they have the best support team. Not loving their stance on diversity or lack there of …I will give them credit for building an org that cares about advertisers. TikTok is solid too – @duanebrown<\/a><\/p>\n\n\n\n Microsoft Advertising as it’s not always about spending more money – @mindswanppc<\/a><\/p>\n\n\n\n I want someone to clarify if this is truth or not (because we haven’t dipped into them) but I’ve heard Snap Ads have great support. – @RyBen3<\/a><\/p>\n\n\n\n Google, because their reps have blatantly lied to my clients. Facebook support is non-existent, which is better than dishonest support. – @RobIannone<\/a><\/p>\n\n\n\n Ugh, Facebook support is almost non-existant and when you do get help, it depends on who you get. Instagram has none. – @aprilbrownco<\/a><\/p>\n\n\n\n Facebook. – @jord_stark<\/a><\/p>\n\n\n\n Hands down Google. Even with a rep, we can never get a straight answers. – @CourtEWakefield<\/a><\/p>\n\n\n\n ive found the obvious in the past: the more you spend, the \u201cbetter\u201d the support. That being said: G and FB sucks… their reps never want to help, only sell – @Maiglisreal<\/a><\/p>\n\n\n\n Facebook by far. If anyone has a way to get an actual person please share. our client’s account gets suspended just about once a month – @selley2134<\/a><\/p>\n\n\n\n Facebook’s support (without a rep) is tough. And when you have a dedicated rep, it varies case by case. – @DenneyDara<\/a><\/p>\n\n\n\n Google. Which is surprising because I’ve always found them slightly better than Facebook – @AskYisrael<\/a><\/p>\n\n\n\n Google & FB. I work with specialized vertical teams, = a lot of contact, but as usual, FB won’t actually do anything, just lots of calls. Google takes a lot of hand holding to get to what is needed. sympathetic because they & we are all understaffed. – @JuliaVyse<\/a><\/p>\n\n\n\n For me it is a tie between Google Ads and Facebook for worst support. G Ads either has no idea or takes FOREVER to get back to you after initial interaction. FB – can’t get an actual person to help with anything over there. I know I am preaching to the choir here, but the level of support for paying advertisers is shameful. When Comcast has better customer service than you do, it is time to fix that mess!- @NeptuneMoon<\/a><\/p>\n\n\n\n Facebook has support? LOL – @ynotweb<\/a><\/p>\n\n\n\n Google. It seems like it’s been all over the place and takes such a long round about process to get to an answer – @jennifer_lash<\/a><\/p>\n\n\n\n Facebook doesn’t even really have support anymore. If you can even call what they had before support. Google has gotten better for us, in the last year, when we need them. it’s still not like 2012 – 2014 – @duanebrown<\/a><\/p>\n\n\n\n Facebook, hands down. No competition. – @adwordsgirl<\/a><\/p>\n\n\n\n Hands down Facebook. – @bufoting<\/a><\/p>\n\n\n\n I start with their docs, then my agency rep, then the support live chat. I’m lucky enough to be in a big family, so my office teams channels connect me to lots of other people who can help. – @JuliaVyse<\/a><\/p>\n\n\n\n usually I wait for chat to come online, but first I just Google it and see if anyone else has had the issue. I reach out only if desperate and time sensitive. I never do email if I can avoid – @AskYisrael<\/a><\/p>\n\n\n\n We actually have a pretty good rep on the Google side. I usually reach out to him. If he’s unresponsive or dragging his feet I look it up or contact default support contact. I like to reach out via email for general support. – @jord_stark<\/a><\/p>\n\n\n\n I Google everything first. Then I’d ask our Director, who is great at PPC, then the Google account rep. #ppcchat<\/a> I try to avoid them to speed things along. – @aprilbrownco<\/a><\/p>\n\n\n\n We go straight to our agency, @SeerInteractive<\/a> as they can often leverage their larger overall relationship with the platforms to make things happen more quickly than we can as an individual advertiser. – @CourtEWakefield<\/a><\/p>\n\n\n\n Start to ask old Google contacts for help. Their global support is horrendous and they have no accountability. Not everyone had dedicated reps remember. – @jdb426<\/a><\/p>\n\n\n\n We do tend to raise them with Google Support as it’s useful to log these things with them – particularly when it’s their automated approvals. I tend to look at the documentation, forums to see what other people have done in the same situation. – @SarahPixelHappy<\/a><\/p>\n\n\n\n Reddit r\/ppc for non urgent matter. Got dedicated account manager for urgent matter. – @adibhazlami<\/a><\/p>\n\n\n\n Was never a problem when I worked for big brands. For smaller brands, the support options are horrific and I pretty much just use personal network to find someone to manually intervene and help – @Ankit_A<\/a><\/p>\n\n\n\n Request manual review and pray. If that doesn’t work, watch videos or read articles until I figure out how to fix it myself. – @jord_stark<\/a><\/p>\n\n\n\n cry for 5 minutes and then a few hours of research, generally with the result that we start over with something simpler. Hahaha – – @ynotweb<\/a><\/p>\n\n\n\n I contact our FB rep but then I get referred to FB Ads Help Center. For example, a brand was using our images in their ads and rather than escalating it, they made us go through the copyright process. It’d be nicer if they were more hands on sometimes. – @RyBen3<\/a><\/p>\n\n\n\n I usually look into what the community has said about the issue if it’s something that has come up before. If I can’t find anything at that point I’ll reach out to support. Does anyone have a favorite source of info. Like a YT channel or blog they go to for answers? – @jord_stark<\/a><\/p>\n\n\n\n I\u2019ve had a few Qs answered from Stack Exchange lately. Other than that, no. If you hear of a YT channel for these I\u2019d love to know that too! – @aprilbrownco<\/a><\/p>\n\n\n\n counts for any network: support from friends and communities usually works best. As for Microsoft: right now we are lucky to have a rep there who really wants to help us \u2014> thus I am willing to spend more if performance remains good – @Maiglisreal<\/a><\/p>\n\n\n\n I try Google but otherwise I pray to Imhotep. It seems to be having more success than getting support. – @AskYisrael<\/a><\/p>\n\n\n\n I don’t do a lot with LinkedIn currently, so don’t run into issues. Microsoft, I have a great dedicated rep who is incredibly responsive and helpful when I need it. – @lchasse<\/a><\/p>\n\n\n\n for Microsoft Ads – straight up chat to our Account Manager – i get good and quick responses. – @mindswanppc<\/a><\/p>\n\n\n\n this one is tricky. Havent had much go wrong on these, except overspend (MS) but feel a little ignored by MS due to our spend level. – @ynotweb<\/a><\/p>\n\n\n\n Microsoft I call support. LinkedIn I ask @wilcoxaj<\/a> and or chat in Slack Groups – @duanebrown<\/a><\/p>\n\n\n\n call my rep, but they usually just send it to support as well – @JonKagan<\/a><\/p>\n\n\n\n I always Google first, then YouTube it. Reddit and Stack Exchange are helpful too. – @aprilbrownco<\/a><\/p>\n\n\n\n so far it’s reps reps reps. not a lot of helpful documentation in those cases. and of course, this hashtag – @JuliaVyse<\/a><\/p>\n\n\n\n Ive never needed support from most of those. Quora, StackAdapt, & Spotify, I just usually message rep. They are good and well trained. – @AskYisrael<\/a><\/p>\n\n\n\n I have tweeted this before amd it’s true. Snap has a great documents support site. I always find my answers there….takes some digging at times as search can be off but it’s there. Have to put in the work at times though – @duanebrown<\/a><\/p>\n\n\n\n I would wish that every customer support rep would have past experience managing accounts. – @jord_stark<\/a><\/p>\n\n\n\n Better self resolution – So a clear error message, pointing to documentation about how to sort the issue, and then an escalation process – @SarahPixelHappy<\/a><\/p>\n\n\n\n Was going to say something similar. Beyond frustrating that support might not even know the feature you’re inquiring about exists – @cjsoldwisch<\/a><\/p>\n\n\n\n Have actual people available, who know the platform, to your advertisers. I’m ok if you have low level people as the first contact, as long as things can get quickly escalated to solve more complex problems\/issues that we often face. In short, provide real support. – @NeptuneMoon<\/a><\/p>\n\n\n\n that Google ads cared about support as they care about making money off advertising and as much as their clients – us, care about getting good results for our clients – @AskYisrael<\/a><\/p>\n\n\n\n longevity for good partners, and simple, plain-language details on support docs. – @JuliaVyse<\/a><\/p>\n\n\n\n An error code lookup page – @ferkungamaboobo<\/a><\/p>\n\n\n\n More transparency. Think how fast we could all learn if we were more transparent about what’s working and allowing us to be more proactive instead of reactive. We are doing “what’s working” instead of “this will work because we’ve been working on improving this” – @RyBen3<\/a><\/p>\n\n\n\n Treat advertisers as the ad tech platforms would like to be treated. There is enough money to go around for everyone – @duanebrown<\/a><\/p>\n\n\n\n for Google Ads – actually have people who know what digital is about to deal with our problems! It always seem to be someone who needs to take 10minutes to ask someone who actually has more knowledge – @mindswanppc<\/a><\/p>\n\n\n\n For all platforms: Go back to ~2003 Google, where we got dedicated reps who actually learned our business and sometimes even came out to meet with us. Give us their direct # so we can call them. – @Mel66<\/a><\/p>\n\n\n\n oh my goodness! I wouldn’t know where to start. I’m with Julie, more availability across the board. – @ynotweb<\/a><\/p>\n\n\n\n it work like the old days where my rep was the support person who did the resolution. – @JonKagan<\/a><\/p>\n\n\n\n PPCChat Participants<\/strong><\/p>\n\n\n\n <\/p>\n","protected":false},"excerpt":{"rendered":" This week’s PPCChat session had PPCers evaluate the ad support system of the various platforms such as Facebook, Instagram, Google Ads, Microsoft Ads.<\/p>\n","protected":false},"author":4,"featured_media":0,"comment_status":"open","ping_status":"open","sticky":false,"template":"","format":"standard","meta":{"ub_ctt_via":"","footnotes":""},"categories":[18],"tags":[],"class_list":["post-12197","post","type-post","status-publish","format-standard","hentry","category-ppc-chat"],"featured_image_src":null,"author_info":{"display_name":"Kirti","author_link":"https:\/\/www.karooya.com\/blog\/author\/kirti\/"},"_links":{"self":[{"href":"https:\/\/www.karooya.com\/blog\/wp-json\/wp\/v2\/posts\/12197","targetHints":{"allow":["GET"]}}],"collection":[{"href":"https:\/\/www.karooya.com\/blog\/wp-json\/wp\/v2\/posts"}],"about":[{"href":"https:\/\/www.karooya.com\/blog\/wp-json\/wp\/v2\/types\/post"}],"author":[{"embeddable":true,"href":"https:\/\/www.karooya.com\/blog\/wp-json\/wp\/v2\/users\/4"}],"replies":[{"embeddable":true,"href":"https:\/\/www.karooya.com\/blog\/wp-json\/wp\/v2\/comments?post=12197"}],"version-history":[{"count":15,"href":"https:\/\/www.karooya.com\/blog\/wp-json\/wp\/v2\/posts\/12197\/revisions"}],"predecessor-version":[{"id":14581,"href":"https:\/\/www.karooya.com\/blog\/wp-json\/wp\/v2\/posts\/12197\/revisions\/14581"}],"wp:attachment":[{"href":"https:\/\/www.karooya.com\/blog\/wp-json\/wp\/v2\/media?parent=12197"}],"wp:term":[{"taxonomy":"category","embeddable":true,"href":"https:\/\/www.karooya.com\/blog\/wp-json\/wp\/v2\/categories?post=12197"},{"taxonomy":"post_tag","embeddable":true,"href":"https:\/\/www.karooya.com\/blog\/wp-json\/wp\/v2\/tags?post=12197"}],"curies":[{"name":"wp","href":"https:\/\/api.w.org\/{rel}","templated":true}]}}Q2: Which platforms do you find have the worst support right now?<\/strong><\/h4>\n\n\n\n
Q3: If you need support for a Google Ads issue, what do you do? Anything outside the platform?<\/strong><\/h4>\n\n\n\n
Q4: If you need support for a Facebook or Instagram issue, what do you do? Anything outside the platform?<\/strong><\/h4>\n\n\n\n
Q5: If you need support for a Microsoft Ads or LinkedIn Ads issue, what do you do? Anything outside the platform?<\/strong><\/h4>\n\n\n\n
Q6: If you need support for other networks (Snapchat, Pinterest, Twitter, Quora, etc.) what do you do? Anything outside the platforms?<\/strong><\/h4>\n\n\n\n
Q7: If a genie could grant you one wish for ad platform support, what would you wish for? I know many of you will have more than one wish to share too!<\/strong><\/h4>\n\n\n\n