Google recalls to add customer support methods to our websites

Google’s Danny Sullivan made one of his reminder blog posts on the Google Blog to highlight on your website how customers can contact your business for support. Google said Google can display your primary phone number as opposed to a third-party support provider.

Danny Sullivan wrote that you want to make sure you highlight this information on your site so that Google (1) makes sure people contact a business directly, rather than reaching a third party claiming to have an authorized relationship that cannot. not be verified and (2) help Google direct people to the correct support mechanisms, for example by listing a company’s support phone number rather than a general switchboard number.

The specific advice that Google gives on this subject is:

(1) Add a contact or support page to your website

(2) List all support methods including email, chat, social media, phone, or other methods.

(3) No phone support, Google then says it is considering adding saved support information to a phone number with no live person.

(4) If you work with authorized third parties to provide support, consider listing them on your support page.

(5) Optimize your featured snippets to show your contact information.

(6) Publish your business in the Google Business profile of Google My Business.

I suspect Google is gearing up to crack down on unauthorized support channels a bit more. But it’s clear that Google didn’t say this categorically, and that’s just my guess.

Update: Google told me “In our spam reportWe have found that we are increasingly fighting the increase in these types of online customer service scams. We’re posting this in part to remind businesses how they can help us better identify official numbers to protect users from scams.

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Joseph P. Harris