It’s the end of the month, and that means it’s time for another edition of Greg’s Soapbox! Except this time, it’s not so much me standing on the soapbox and ranting; I’m more standing near it and politely providing helpful advice.
Almost two years ago, I wrote a post here about using Google phone support if you had issues with Google My Business (yes, I’m not linking to the post on purpose). Depending on your particular keyword phrase when you search, that post usually ranks anywhere from #2 to #5 for any variation of “Google My Business support” — and it’s always the highest-ranking non-Google result.
The problem is, while phone support supposedly still exists, it’s IMPOSSIBLE to get to anymore. And, since it’s the highest ranking non-Google answer, a ton of messages come through every month from people who are pointing out that the method in the post doesn’t work anymore.
I wanted to write this month’s post and update everyone on the best way to get support for any problems you might be having with your Google My Business listing.
We all know that Google My Business can be frustrating. All too often, the person with access leaves a company and doesn’t share that access. It’s incredibly difficult to get access to an account once it’s lost.
You might need to update your address, or phone number, or uploaded photos. You’ll definitely need to reply to reviews. Without easily accessible phone support, it doesn’t appear that there are any alternative options.
In reality, there’s a much better support option that most people don’t know about: Twitter support! Simply shoot a quick tweet over to @GoogleMyBiz, and their support team will jump on your request and help you out.
When the service first rolled out, responses were incredibly quick. Now that more people know about it, you might have to wait up to 30 minutes for a response, but once you get a response, they’re amazingly fast at resolving your situation. They’ll ask you to send a Direct Message with full details of your situation, and in almost every situation, the issue will be resolved shortly thereafter.
Big shoutout to Jared, who’s an absolute beast. I know there are other people on the team, but somehow he’s been the one to help with every request I’ve made in the last six months or so.
It’s all US-based, Google employee-staffed support. They won’t follow any sort of script; they’ll simply ask for more details, then they’ll jump in and get you sorted out. If you haven’t used it yet, you need to try it — it’s amazing.
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