Earlier in the year Google quietly started a small customer support team to deal with Google Local business listings. Business owners have been asking for it for years, but it’s still largely unheard of.
If you have a Google Local business listing and you’re having trouble verifying, fixing incorrect data or if your listing has disappeared then this is going to be the best thing you’ll read all day.
First you’ll need to go to the help section of Places for Business (I assume you’ve already looked through the help section and found it to be useless). Once there click “Contact Us”.
After that you’ll get to this screen
You can run through the selections or just click “Call us” if you can’t be bothered.
One thing you should know is that Google’s call centre is based on the west coast of America and is thus about 17 hours behind the Gold Coast. This means that Google is available to Aussies through the week from 11pm – 10am starting Monday evening and ending Saturday morning. Not ideal, but at least you can get it dealt with in the morning.
Google is a little misleading in their wording, you can’t actually call them. You have to fill out this form and they will call you a few seconds later.
The last time I did this for a client I unfortunately got a rep that while nice, didn’t know enough. I was on the phone for just over 30 minutes because he had to keep putting me on hold to pull up his “programs”. I reckon he was new and had to keep asking his supervisor questions.
Don’t expect an instant resolution from your call. I have heard of instant resolutions, but in my experience the issue is either a bug on their end or they’re still working on updating their system. For instance, my one of my last calls was about issues merging a listing with an upgraded G+ Business page. The rep told me the best thing is to be patient and that unofficially Google’s current Google Places / Google+ Local Business pages merge should be completed by the end of the year.
Have you used Google’s new customer service option to fix your business listing? Let us know about your experience in the comments below.