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Google: Phone Support To All AdSense Publishers “In the Next Quarter”

Running AdSense ads on your site, getting someone to resolve your issue in a timely manner can make you task easier. Google will soon be rolling out “phone support for AdSense publishers” “in the next quarter,” giving publishers a new, more personal and immediately interactive way to ask questions.

Google’s svp of advertising Susan Wojcicki at the company’s annual shareholder meeting yesterday afternoon, announced the arrival of customer support for advertisers and publishers via phone.

Wojcicki’s comment came in response to questions from shareholder and publisher’s about Google being difficult to communicate with in the wake of changes like the Panda update.

“We’re working very hard to enable all of our advertisers and publishers to contact us and to be able to get phone support,” she said. “We’ve been in the process of rolling that out.”

She also said that Google has begun e-mailing groups of publishers — presumably the larger ones to offer them phone support.

Google’s philosophy generally has been to automate all of its operations and rely on technology, rather than humans, for scalability. In keeping with this, most support for smaller advertisers and publishers has taken place via online help forums. “We definitely recognize that [Google needs to be more accessible], and are working on that,” she said.

She also underscored that Google is one of the largest display advertising providers in China, adding that the company “helps Chinese advertisers reach global markets”.

“The gist of your question, that we should be providing better services to publishers is absolutely true,” said CEO Larry Page in answer to the question. “We should have better communication channels and all those things, and these are areas we’re actively working on.”

2011 Annual Stockholder’s Meeting:
Eric Schmidt, Larry Page, David Drummond, Susan Wojcicki, and Patrick Pichette participate:

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