How to Call Google My Business Support

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Ever have a Google My Business problem you can’t solve? When in doubt, call Google. I am going to show you how, as well as how best to get them to do what you want.

[transcript]
Hey everyone thank you for joining me again on another episode of Adam Answers SEO. Finally got some light today here in Vancouver so I thought I bang out a couple videos. This first video is about to Google My Business Support or Google Plays and Support or Google Local Support or whatever you wanna call it.

And this is something that comes up pretty often as we have to contact them because what we’re trying to accomplish just isn’t able to be accomplished within the confines or is restricted by the confined of the Google My Places dashboard. So trying to make it a change to the address or something like that and it’s not sticking or something is showing on the front end and we can’t manipulate in the back end and for whatever reason it has to be changed.

One example I often see businesses located on the corner and Google says there are on First Street but actually they are on Ontario Street and their business address is on Ontario Street but because they’re right at the corner there I guess Google doesn’t know what to make of it so whenever they put Ontario Street it switches it to First Street.

We see it with different types of standardizations whether it be suite versus number/sign versus something else which is actually fine that’s not a big deal. But things like street name is a big freaking deal and other things that maybe Google has scrapped and placed on the front of the listing, the forward facing front end of the listing while the customers see things that maybe totally unrelated to the business you gotta change those.

So best way when you can’t figure it out, when you can’t change it on the dashboard call into Google. I don’t know the web address but if you just jump into Google, search something like Google My Business Support it’s gonna be the first link, click the first link, top right corner it’s going to say ‘contact us’ I think or ‘contact’, something like that top right corner, click on that and then there are a couple of options.

The one that you wanna select is I believe, ‘Call Me’ or something like that cuz you are not calling them they are not gonna give you a phone number, they are gonna call you. So don’t bother with email, don’t bother with that crap unless they’ve reached out to you already and even then you’re applying to, I think it’s like local places at something support blah, blah, blah, it’s a pain in the ass, they take forever to get back to you, don’t screw around with that unless you’ve already got a dialog and even then like I said, just call in, save your number, whatever, whatever.

They’ll call you, I think it’s between I wanna say normal business hours, specific standard time nine to five, something like there, eight to five, so make sure you time it right. One mistake I see a lot of people make is they go into that call not prepared and by that I mean they don’t clearly understand what it is they want done, they don’t understand what it is after this call that they want achieved.

So prepare, prepare because a lot of the folks that you’re gonna talk to, they are not always super educated I’m not saying they’re dumb, they just don’t always understand Google My Business, like they haven’t been trained properly. And perhaps you don’t understand it fully. So spend some time, really understand the problem that is in front of you and what you would like to see by the end of that call.

Approach that call super confident, explain the problem, explain the solution, what you wanna see done and ask them to make that change. So in the case of that business on the corner of whatever and whatever, explain to them my legal business address which per your guidelines you want my legal business address, that’s what you asked for, that’s in your guidelines, it’s Ontario Street, it is not first street, it is not second street, it is not wherever is on the other side.

And they might say well you know we can’t do that, we can’t do that or wherever, yes they can do do that. Assume they can do that, Google can do anything, and if they seem like they just don’t know what they are doing hang up. Hang up right away and call back, and if you get somebody again who doesn’t know what they are talking about, hang up again and may be just wait a couple of hours cause they’ve got shifts and sometimes what I find is I’ll call, maybe in the morning and I will get North American support or what sounds like North American support which tends to be better quality support for whatever reason.

If I call in the afternoon, I get a different usually outsourced type of support, so maybe it’s just the time you’re calling. The other thing you can do, and I’ve had some success with it, is ask to speak to a manager. Have them connect you to a manager, ask to speak to a manager and I don’t know, I’ve probably done it five times, three times at work.

They actually transferred me to a manager versus I think one of the times they said that oh no our manager are busy, sorry you have to deal with me kind of thing. So you can try that as well, but most of the times, quite honestly and credit to Google, I would say 90 at least in the last year or two, 90 to 95% of the time, I get it done and I don’t have to hang up and I don’t have to ask for a manager.

I know what I want done, mind you I kinda now have some understanding of what Google can and can’t do, again assume they can do it. Don’t go in there super unconfident, oh you can’t do that, okay fine, fine, fine sorry I even called. Assume they can do it cuz chances are, they can do it, or if they can’t do it a manager can do it.

So just default to calling them, don’t try any other way, just get on the phone, for some people a phone is kind of uncomfortable but screw it, that’s the best way to get anything done when you can’t do it in the Google My Business dashboard, and it doesn’t matter what it is, it can be something very simple, very trivial, something maybe you know how to do it but you’re just not confident in your ability to it ask them to do it for you, that’s what they are there for, so use them.

So that’s how I deal with problems I can’t fix, especially stuff that’s just closed off to the end user, is I just call and I call into Google My Business Support again just go into google.com or google.ca or whatever search Google My Business Support top right hand corner, contact us, you might have to go through a couple questions but basically you want them to call you and you get a call right away.

So I’d really recommend you do that and if you have any trouble, please let me know as I’ve done it just a couple of times. Thank you for listening to my video, I hope you got something from it, if you did, it would be a great deal to me if you subscribed and if you have any questions, you know where to leave them.

Thanks guys, have a great day.