If you are confused about the many names and options for managing your Google presence, you have a right to be.
Google’s numerous services can be difficult to navigate, especially when your business straddles multiple of these. It is important to have control over how your business appears on these services, or as Google puts it, “to tell the story of your business”. Google My Business Help (GMB Help) can assist you to do so.
This article will discuss the various services that are provided by GMB Help and how a local business can take advantage of these.
Read on to find out how GMB Help can support you with your account.
GMB Help is a help center and online community forum where business owners can obtain support and assistance for their GMB account and listing.
The help center allows users to perform a range of tasks relevant to a listing, including verifying a business, updating business information, engaging with customers, managing bulk listings, and many more. The page also features a search box that will direct a user to go after inputting an issue or task.
The community forum contains tips and tutorials for using GMB, and answers to frequently asked questions.
The community forum consists of:
The GMB Forum is operated by volunteers who are not employees of Google. It is peer-supported and managed primarily by a group of top contributors who have the ability to escalate issues and cases to Google.
GMB Help also has a support service staffed by Google employees who can be contacted directly.
The GMB Help community forum is very extensive and, as noted above, contains discussion categories for a range of issues. It is the best place to start if you have a problem that needs to be solved or general questions. Users can consult the discussion categories for information or directly post a question to the live feed. Alternatively, the GMB Support team can be contacted directly by phone or Twitter.
A common issue tackled by GMB Support occurs where the listing is under the control of someone other than the business owner. It is common, for instance, for many businesses to have a particular employee in charge of the business’ online presence. That employee may have claimed the business’ GMB listing page using their personal account or may have created a new account without informing the business owner of the details. If the employee resigns his or her position with the business, the owner has no way of accessing the listing.
A business owner can contact GMB Support directly to request assistance solving this issue. However, it has become increasingly difficult to locate direct email or telephone contact details (a deliberate tactic to encourage people to resolve the problem themselves). If one overcomes that obstacle and manages to telephone GMB Support, they may be disappointed to learn that most calls are taken by call centres in India (although some calls are handled by United States employees in Ann Arbor, Michigan).
The GMB Help community forum, conversely, can be accessed immediately and features a discussion category specific to this issue. A user can find a wealth of information that will explain how to claim ownership of their listing.
There are times when you just need to speak with a real person, particularly if you find that you cannot solve your specific problem with information from the community forum.
If that is the case, GMB Support can assist customers with the following matters:
It is important to remember that a Google employee on a legitimate call will never:
Additionally, Google will never contact you using a robocall.
To contact GMB Support, there is a specific phone number. The Google My Business Contact Number is 1-844-491-9665.
Again, you can:
Remember, It is best to post here if you want feedback on a particular issue, see something odd that you feel might be a bug, need clarification on a particular policy, or have spam that you wish to report either about your GMB listing or GMB in general.
The procedure for finding the email/phone contact form from within your Google My Business Dashboard is as follows:
Select the “Support” link in the bottom left of the Google My Business dashboard:
Select “Need More Help?”:
You need to select “Access and Ownership” and then “Other Problem”:
Once you do that, you will be taken to a form that contains the phone and email contact details of Support.
You can also obtain direct support for a specific problem by filling out the ‘Talk to Specialist’ form from Google Support
You can request ownership of a verified Google My Business Page if:
Remember, you should not try to circumvent the issue by simply creating a new listing for the same business, because Google will usually suspend any duplicate listings.
Google requires you to make an ownership request first before you make any appeal or attempt to contact Support.
The following steps outline the procedure for claiming or requesting ownership of a listing that has already been verified:
Google will email the owner with the request and they have the option to:
If the owner rejects the request, you will receive an email informing you.
If the owner ignores the request and you do not receive a response after 7 days, you should contact Google Business Support.
Again, if the listed owner does not respond after 7 days, Google will automatically transfer ownership of the listing to your account because you will have already demonstrated a Google account connection.
If you are have sold your business and wish to transfer the primary user rights of the business listing, follow the steps set in the Access and Ownership section of Google My Business Help Support. The right to have the listing transferred may also be granted to the successful party following the outcome of an appeal for ownership verification.
For the claims process of a business to be ascertained, verification of a GMB Listing needs to have been obtained. Managing a GMB listing in Search, Maps, and other Google properties also requires verification, which certifies the accuracy of the information regarding your business. Only you, the business owner or manager, have access to the GMB listing.
You can telephone GMB Support on 1-844-491-9665. Once the call comes through, you will be greeted with an automated message. After the greeting, you are placed immediately into the call queue.
Bear in mind that like any customer service number, the GMB Phone Support line will have you waiting on hold until a representative becomes available. Of course, the wait time will vary depending on how busy they are.
To help assist people who don’t have time to wait in a queue on the phone, GMB Support now has a Twitter account through which they can be contacted. The account regularly tweets out general GMB information and updates and acts as an access point to a Support service team to assist customers.
To get in touch with the team, you will need to follow @GoogleMyBiz. Once you have done so, you can tweet or message them directly or interact with their page as you would with any other Twitter user that you follow. Alternatively, you can get the team’s attention by simply including their Twitter handle (@GoogleMyBiz ) in a tweet of your own, posing a question or asking for assistance. The service team is available on Monday to Friday, between 8am-5pm EST.
For more information and an introduction to the team, see the Twitter team page. The team deals with requests on a first-come, first-served basis, so the response time will vary depending on what other issues they have ahead of yours.
The best advice is to be patient and bear in mind that it could take 24 to 48 hours to receive a reply.
Google My Business Help exists to encourage and assist business owners to exercise online ad promotion for their GMB listing, and to engage with customers through reviews. Both of these provide valuable information about your business to the business owner and its customers. GMB Help is a valuable resource that contains the functionality and information to support the easy management of a GMB listing and account.