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First look at Google Ads’ enhanced customer service for small businesses


Google Ads has started rolling out its paid customer support service for small businesses.

PPC expert Natasha Kaurra spotted the new feature on her account for the first time and decided to provide a sneak preview of what it looks like on X (formerly known as Twitter).:

As you can see in the image above, the enhanced customer service pilot is located in a box to the right of the Google Ads screen.

To book a one-on-one consultation with a Google Ads rep, you simply need to click on the icon and pay a fixed fee of $50 per call.

However, the new tool is still in beta and so is not yet available to everyone.

Why we care. Small business owners using the program can get specialized advice faster by using this premium service, which has historically only been accessible to Google Ads’ biggest clients.

What’s next? Google will collect feedback from participants. In time, Google hopes to roll the service out to more small- and medium-sized businesses. A Google spokesperson said:

  • “These changes are part of a long-term strategy that we’ll be building on over time, testing, and learning as we go.”

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About the author

Nicola Agius

Nicola Agius is Paid Media Editor of Search Engine Land after joining in 2023. She covers paid search, paid social, retail media and more. Prior to this, she was SEO Director at Jungle Creations (2020-2023), overseeing the company’s editorial strategy for multiple websites. She has over 15 years of experience in journalism and has previously worked at OK! Magazine (2010-2014), Mail Online (2014-2015), Mirror (2015-2017), Digital Spy (2017-2018) and The Sun (2018-2020). She also previously teamed up with SEO agency Blue Array to co-author Amazon bestselling book ‘Mastering In-House SEO’.



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