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Blog | Pay Per Click Support.

13

Sep
2009

Pay Per Click Support.

So which company has the best support?

In my experience:

  1. Microsoft
  2. Yahoo
  3. Google

I have been consistently impressed with the support provided by Microsoft right down to their prominently displayed ‘0800’ support phone number (just try finding a freephone support number for Google!).

Yahoo come a not too distant second.  When they were having problems with their import utility for Adwords accounts, they even converted some campaigns manually for me!

95% of my business is Google Adwords, and I am a Qualified Google Advertising Professional, but I have to say that their support very poor compared to Microsoft.

Here is one typical example of the type of canned response you get to a support enquiry (in this case a about a cryptic Adwords Editor error message which I got when trying to edit ‘CPA’ bids on a campaign – which if it had have been written properly in the first place would have meant I would never have had to contact Adwords support…):-

Hello Jordan,

Thanks for writing back. To clarify, I see that you’d like to know about
your maximum and minimum CPA bids. Please note that you’re in control of
setting bids that are appropriate for you. Below, I’ve provided
information on your CPA bids and how you can edit them in AdWords Editor.

CPA BIDS:

The Conversion Optimizer is most useful when your campaign has a single
conversion type with a single value. However, if you have multiple
conversion goals in a single campaign, it’s still possible to make the
Conversion Optimizer work for you. Here are a few examples:

– Example : You have one conversion type that happens much more frequently
than others. For example, suppose 10% of your visitors sign up for a
mailing list, and your CPA for this conversion is $2. In addition, 20% of
those visitors also make a purchase, for which your CPA is $10. The
Conversion Optimizer only considers the first conversion (the signup). To
optimize both for the signups and purchases, set a maximum
cost-per-acquisition (CPA) bid that’s primarily based on the value of the
signups, plus a slight increase for the purchases. Here’s how it works:

Conversion type: Signup
Conversion rate: 10%
Maximum CPA: $2

Conversion type: Purchase
Conversion rate: 20% of the 10% above
Maximum CPA: $10

$2 + (20% of $10) = $4 = your maximum CPA bid

HOW TO CHANGE CPA BIDS IN ADWORDS EDITOR:
http://www.google.com/support/adwordseditor/bin/answer.py?answer=30843

If the information I’ve provided is not useful to you, please reply to my
earlier email with the information I’ve requested to troubleshoot this
further for you.

If you have additional questions, please visit our Help Center at
http://adwords.google.com/support/aw/, where you’ll find answers to many
frequently asked questions. We look forward to providing you with the most
effective advertising available.

Sincerely,

Paden
The Google AdWords Team

—————-
Want more info on AdWords? Check out the official AdWords Blog, “Inside
AdWords,” at http://adwords.blogspot.com to get the latest news,
information and tips.

<!– Google Code for Lead Conversion Page –>
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<!–
var google_conversion_id = 1036301504;
var google_conversion_language = “en_GB”;
var google_conversion_format = “3”;
var google_conversion_color = “ffffff”;
var google_conversion_label = “t8qxCJzNqAEQwOmS7gM”;
//–>
</script>
<script type=”text/javascript” src=”https://www.googleadservices.com/pagead/conversion.js”>
</script>
<noscript>
<div style=”display:inline;”>
<img height=”1″ width=”1″ style=”border-style:none;” alt=”” src=”https://www.googleadservices.com/pagead/conversion/1036301504/?label=t8qxCJzNqAEQwOmS7gM&amp;guid=ON&amp;script=0″/>
</div>
</noscript>

  1. Hi Jordan,

    Good to see you’ve got your blog up and running. Looking forward to reading your thoughts on pay per click.

    Wholeheartedly agree with you that Google Adwords support isn’t as good as it should be, maybe it’s different for those with a large spend that have contact with a client manager.

  2. Michael, thanks.

    I agree, this is one of the reasons why I am aiming to make PPCNI a Google Adwords Qualified Company in the not too distant future!

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