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Great New Google AdWords Tool - Live Chat

Kristen Lindsey - Thursday, June 23, 2005



Google AdWords has a great new tool (or at least new to me!) for its customer support center – online chat. Previously the only way you could ask a real person a question would be to submit an email form.

This chat option is great if you need an immediate answer to a specific question. I like live shat because you get an immediate answer versus email, and you have a transcript versus the telephone.

Not only did I want to point this out because it is a useful tool for AdWords advertisers, but also because Google’s particular execution of live chat is a case study for how to do it well. There were three things I noticed that really made it successful:

  1. When you get to the contact page there is an email form as always. If you start to fill out the form with your question and then realize chat is there and want to try it, your already typed message is automatically pasted into the chat window.
  2. The online agent responded to me much more quickly than live chat systems I have used with other businesses, perhaps indicating that it is well staffed.
  3. At the end the system gives you the option to either print your transcript or have it emailed to you.

These items are disproportionately impactful on the user experience and demonstrate yet again that little things can make a big difference.

Check it out at the Google AdWords help section.

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