In response to ongoing challenges in resolving issues impacting Google Ads accounts, Google has reportedly laid off hundreds of staff members, complicating the problem resolution process for advertisers. The reduction in support staff has led to difficulties for marketers in getting timely assistance for their Ads accounts. Advertisers have been facing support-related issues, and the recent layoffs may exacerbate the situation, raising concerns about the effectiveness of issue resolution and support services.
Google Ads Liaison Officer, Ginny Marvin, acknowledged that changes were being made to the support system, but emphasized that support is not being phased out. Marvin mentioned ongoing efforts to improve experiences using Large Language Models (LLMs) and Google AI, although these advancements are not yet implemented. The company has not provided specific details about the changes in support.
A Google spokesperson commented on the staff layoffs, stating, “Every year we go through a rigorous process to structure our team to provide the best service to our Ads customers.” The spokesperson explained that roles are being eliminated globally, affecting a few hundred employees, who will have the opportunity to apply for open roles within Google.
The situation highlights the importance of a robust and responsive support system for advertisers using Google Ads. Advertisers will be watching closely for further updates on the changes and improvements to the support infrastructure.