Have You Used Twitter For Google My Business Support?
-
Hey Everybody!
If you've been doing Local for some years, chances are, you remember those dark days in the past when there was zero Google local support. You could post something in their forum, but that was pretty much your only hope. It was an absolutely amazing day when they finally rolled out phone support, and I'm still very grateful that this exists, but just this week, I learned about another way to contact support.
Joy Hawkins has surfaced a Twitter account you can tweet when in need of assistance and she says its not only really fast, but that the help is US-based (which would be great for US users).
I'd never heard of this before and wondered if any of you have tried it, and what response times and overall satisfaction you experienced with it. If you've not tried it yet and are experiencing a local client conundrum, maybe give it a try and let our community here know how it went?
-
Hey There!
I really appreciate you coming back to update this thread with your experience. So, that's really good to note that someone noticed your company Twitter. Good to know! And sure, you don't want to abuse the account, but it sounds like you've now got a new resource that could be handy in a variety of situations. Neat development!
-
A follow-up, https://twitter.com/GoogleSmallBiz saw this conversation and reached out to our company twitter account (my original request came from my personal account, I think our company twitter has a bit more weight) and they were very quick at resolving the issue. I don't want to abuse the account, but I'm tempted to put all of my odd/weird request through them since, as mentioned, anything out of the normal seems to confuse the call center. And that is the only time I need to reach out to them.
One thing to note, they requested I DM them.
-
Hmm, that's too bad that you haven't rec'd a response in 24 hours. And your experience with phone support sounds typical - some staff are very good, but others don't seem to have equal training. Frustrating.
On Google dedicated reps, I have wondered if they might go that way if they fully implement Home Service Ads in Local, but, I'm not holding my breath. It would be awesome if they did!
-
Morning Miriam,
24 hours since I tweeted, no response yet. I'm still leaning towards getting the calls back. Although I dealt with the call center twice yesterday and the first person was awesome (pin not showing to a client in Dominican Republic so pretty standard request), the second person never did get what I was asking and kept repeating the same answer over and over.
I'm going to continue to monitor and will report back when if I hear more.
Any idea if GMB will take a representative model for legitimate agencies that offer local services? I would love to have one contact to call when I bring a client on board and deal with firming up their GMB visibility. I have brought it up with a few people at the call center, one guy hinted at it, but wouldn't say anything official.
-
(This is Miriam, but I'm in Mozzer Alliance right now)
Oh, super! Looking forward to hearing how it goes. Good luck!
-
Hi Miriam,
Thanks for the heads up about this account. I was unaware of this and am in the process of trying it out myself. We had the previous name of the hotel resurface as one and are trying to get it marked closed again. The only issue I can see is explaining a complicated issue a tweet (although it might help trim out the "fat" of the request)
I have had varying success requesting a call back for support, although with any complicated issue, there is a lot more back and forth then I would like.
I will report back when I heard more.
-
Good Morning, Peter!
Thanks so much for sharing your experience, and that's a great example from the Webmaster Help Forum. I agree with you that the voluntary support in Google's forum is kind of an extraordinary thing. On the one hand, it has proved an excellent training ground for Local SEOs who have become TCs and have gained extra knowledge of common problems with the local products. On the other hand, it sort of abets Google in not having to staff Local as they probably should.
It will be nice if someone give the Twitter option a try and shares with us how it went!
-
I didn't use GMB in Twitter but i have some issue with AdWords. And GAW Twitter account was very useful for me answering me exactly what i need. And even they answer me for other questions in DM.
Overall their support forum strange since in 99% of cases you receive help from non-employees and some of answers are not very useful at all. Of course there are spectacular examples where someone receive help from employees:
https://productforums.google.com/forum/#!msg/webmasters/R0MGhtF3IDs/6UghGfcXCAAJ
but they're rare. Very rare.Their phone support is IVR (interactive voice response), their mail support was scaled with AI (i can't find article but i read in past someone complaining about that with case of Nexus ordering and epic mail correspondence with them). So we shouldn't scary that Joy trying their Twitter for helping.
Got a burning SEO question?
Subscribe to Moz Pro to gain full access to Q&A, answer questions, and ask your own.
Browse Questions
Explore more categories
-
Moz Tools
Chat with the community about the Moz tools.
-
SEO Tactics
Discuss the SEO process with fellow marketers
-
Community
Discuss industry events, jobs, and news!
-
Digital Marketing
Chat about tactics outside of SEO
-
Research & Trends
Dive into research and trends in the search industry.
-
Support
Connect on product support and feature requests.
Related Questions
-
Google My Business Multiple Listing
Can a specialist doctor who operates out of several locations have multiple GMB listings? She operates under her company brand name if that makes a difference. Thank you community!
Local Listings | | Crystal.w0 -
Is there a way to see all of the Google My Business Accounts that Have been created for a Property?
I feel like so many of my clients have multiple Google my Business Pages for one location. Is there a way to get a list of all of the Google My Business Pages that exist for a given property and then effectively remove duplicates? Thanks, Adam
Local Listings | | aj6131 -
Best Listings for Service Area Business?
Hi Moz community! I'm wondering the best places to get a local service area business listed online? I'm working with a client who installs synthetic grass around Vancouver, but could apply to any local SAB ... I found this resource from Local Visibility Systems but it's almost 5 years old at this point ... http://www.localvisibilitysystem.com/2012/08/13/can-you-rank-well-in-local-google-without-revealing-your-street-address-anywhere/ I started setting up an Apple Maps Connect account but it doesn't seem like they support the concept. Is there a way to hide an address in Apple Maps Connect? Is it worth submitting at all? Does anyone have a comprehensive list of modern directories that matter for local SEO that support SABs? Thanks very much everyone! - Paul
Local Listings | | paulz9991 -
???? "Google My Business", Search Console, Google Webmaster Tools
I added a Google+ Page for my business several years ago. Now when I click on "Search Console" within Webmaster Tools it is asking me to provide business information that I entered several years ago for Google+. Is this normal? Should I fill it out? It seems that this info is redundant with what I filled out for Google+. When I enter the name of my business (Metro Manhattan Office Space, Inc. ) in Google, a listing appears to the right, so it seems that Google already has my details. Thanks,
Local Listings | | Kingalan1
Alan vkpDA XgCcQ0 -
How to appear on Google Maps
We have a Google+ Local page, however, we are not appearing at all in Google Maps when searched for relevant keywords, such as Tax Accountant Dandenong (for google.com.au). What can we do to make sure that our business appears on Google Maps when relevant keyword phrases are searched?
Local Listings | | Gavo0 -
Will changing my business location affect my ranking for localised searches in my original area?
I run a mobile outdoor personal training service in London, UK (i.e. no bricks and mortar gym). Or, rather, my business is in London (all my clients and the freelance trainers that work for me) but I'm personally due to move out to the county of Suffolk. As I work from a home office and my company's registered address is my home, that means I have to inform Companies House and various government agencies that the company has moved. Does this mean: a) I also must tell Google the company has moved, and; b) if I do will Google start to see my website as being for a Suffolk-based company? I really don't want this to happen: my clientele are mostly in London., I still want to market to Londoners. And if I want to expand the areas covered by my company, Suffolk is not high on my list. You'll excuse me if this is a simple question! Thanks for any help you could give
Local Listings | | fionadoggett0 -
Why I'm I ranking so low on Google Maps
About 3 months I started a website (www.guyetteroofing.com) for my roofing business in Montgomery, Alabama. The site is still a work in progress, however, because the competition doesn't really market via internet it was fairly easy to rank on Google Maps. Within 1 month the business was letter "A" in Google Maps. About 3 three weeks ago my ranking was dropped considerably, not showing up at all in letters A through G. The business is still indexed in Google Maps, but only represented by a small red dot. My website is still ranking pretty high for "roofers in Montgomery", but my position on Google Maps has all but disappeared. I have no idea what I've done to be rank so low on Google Maps but still have a solid position on regular Google Search. I've checked my citations and my NAPs, there are a few inconsistencies but nothing major. How can I rank so far below my competition if I have twice as many citations, an actual website, and a Google Plus page?
Local Listings | | billyguyette0 -
Does anyone use Moz Local + Yext? How valuable is this for local businesses?
For brands that have a budget to pay $600 / year for valuable backlink directories, would you recommend Moz Local + Yext? I would like to hear some feedback on marketers that use Yext. Thanks,
Local Listings | | ColeLusby
Cole0