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Google AdWords Abandons Agency Support in Europe, Move Back to Call Center Model

Effective January 1, European ad agencies will have to use the online support resources and a call center, “Google AdWords’ Dublin support team sent out an email to their agency partners, stating that dedicated account management support for agencies will be stopped in the new year.”

It’s becoming difficult for Google’s current agency management team in Dublin to provide each agency with a specific contact person. So, instead of investing money into recruiting more account managers, Google has decided to take a giant step backwards and return to their previous model of support.

“An Agency Help Center has also been created to provide agency-specific self-service. Educational materials to help agencies manage their client accounts have also been devised. A Google Agencies programme will also be launched soon. Those who sign up for receive educational information and newsletters in this context.

From Jan onwards, most agencies will have to visit Contact Us page in AdWords Help Center. The technical support team will provide responses in due course. As in the past, this could mean waiting for days before getting any sort of response back from Google. The support numbers will also remain active, except that instead of dialling an account manager’s extension, the caller will only have the option to enter their MCC (My Client Centre) account number.”


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