At the end of the month, Google Ads will undergo a specific change that will affect the way people get help from them. For many years, Google Ads made it possible for users on social media to contact Google Ads and get help on a variety of issues. This feature will come to an end at the end of the year.
On Friday, Google explained that starting January 1, 2020, social requests that come through Google will be turned over to an automated system where users will be able to get information about their Google Ads issues.
In addition, direct messaging on the Google Ads' Facebook and Twitter accounts will be deactivated, and users will see a pinned post directing them to the online support form.
Though the online answers for social media requests worked well, there were some issues that made the efforts problematic for Google. One of the major issues came from phishing and spam attacks.
According to a Google spokesperson, "Customer security and success are paramount. Due to the growing global concern around spam and phishing, we are making an effort to resolve all Google product customer questions via 1:1 communication through direct email, phone, or chat. Streamlining these channels will provide faster and more secure responses for all global customers."
Streamlining the process of getting answers from Google Ads will make the platform more secure, and it shouldn't affect the quality of answers people get from the platform. By using direct email, phone, or chat services to respond to answers, there are no arbitrary text limits that come with using social media platforms.
The pinned posts on Twitter and Facebook will direct advertisers to fill out the online form that also aims to direct users to Help Center pages.
The advertiser can then choose to have Google Ads contact them through a phone call, email, or online chat with a representative to get support.
For more updates from Google that will affect SEO marketing efforts, read this article on Google's top 100 plan that will make it easier for online marketers to see what is selling in the target market.