Comments on: Google Local Announces Upgraded Phone Support

By: An Easier MapMaker Interface | Understanding Google Places & Local Search

Tue, 12 Feb 2013 14:00:12 +0000

[...] a recent comment Jeffrey Manger noted that “FYI the Mapmaker interface totally blows. What a confusing, [...]

By: Mike Blumenthal

Mike Blumenthal — Tue, 12 Feb 2013 13:37:11 +0000

@Jeffrey

There is a new, simplified MapMaker interface being rolled out in Canada that makes editing directly into MapMaker much easier.

You can see this interface by finding the G+Local page for any Canadian business and selecting the “Report a Problem” link. It will take you to a simplified MapMaker front end.

To use this interface for a US business take this url:
http://www.google.com/mapmaker?ui_type=pc&cid=14559600961048311719&src=1

and substitue the CID for your local business and you will gain access.

By: Jeffrey

Jeffrey — Tue, 12 Feb 2013 12:52:42 +0000

Awesome resource Mike! Thank you!!

FYI the Mapmaker interface totally blows. What a confusing, ineffective, waste of my time. Maybe there is written instructions in a booklet somewhere on how to actually use this thing.

By: Doug Kercher

Doug Kercher — Mon, 11 Feb 2013 16:42:22 +0000

Thanks Mike, looks like Google hasn’t got to the rest of the world. USA only.

By: Mike Blumenthal

Mike Blumenthal — Sat, 02 Feb 2013 13:28:19 +0000

@andrew
While I strongly agree with you that the design, UI and help systems are not up to the task we must assume that Google knows this.

What we don’t know is how many business seek support or need help as a percentage of the total number of businesses using the product.

One thing we can however infer is that Google must think that there is a strong reason to provide support now. Either they know that the product is getting better and will require less support or there is some economic reason why it makes sense.

I would posit that both are likely reasons. Google is a data driven company. They use that data to increase profits. (See Google and the double Dutch). I have to conclude that the same is going on here.

By: Andrew Huskinson

Andrew Huskinson — Sat, 02 Feb 2013 13:11:11 +0000

If the product was designed and programmed better with a much improved and helpful user interface there would be far fewer users needing to contact support.

By: Susan Walsh

Susan Walsh — Thu, 31 Jan 2013 16:02:09 +0000

Thanks for updating us Mike. This is great news for us. I found that once I had a real person from Google helping through the Troubleshooter, they would help getting the complete listing correct. I don’t want to mention the name of the Google Help Team person that helped me out recently, but he was great.

After claiming and optimizing a Google+ Local page for clients, we train them how to use the Dashboard, make edits, get review, read the guidelines, etc. Included are instructions on how to use the troubleshooter. We will add the information you provided into our training. It’s so important that the business know where to go and what to do.

Let’s hope they keep the improvements coming!

By: Marc Beharry

Marc Beharry — Thu, 31 Jan 2013 14:50:56 +0000

Its about time! Considering how critical these listings are to local businesses you would have thought Google would address the problems and provide real support.

I have personally helped many companies sort through the mayhem of Google maps listings and the many problems that arise. For those without expert help they lose revenue and even shut down. SMB’s have enough problems to deal with.

Hey Google Maps Team, get on the ball before ligation forces you to!

By: Phil Rozek

Phil Rozek — Thu, 31 Jan 2013 13:05:44 +0000

I and other local-search obsessives need you for a lot more than that, Mike!

Personally, I just don’t see how hard it could be for Google to spell out the do’s and don’ts a little more in the troubleshooter. Not even talking about doing a better job of “educating” SMBs; just giving a little guidance to the ones who’ve chanced upon the troubleshooter and who are about to get on the phone.

At the moment I don’t have any clients with dupe problems at the moment. Oh drat! I guess the fun phone call will have to wait…

By: Mike Blumenthal

Mike Blumenthal — Thu, 31 Jan 2013 12:25:54 +0000

Where do they tell business owners that? I don’t think they do.

Phil, this is what you need me for. . The real problem is the help and help files has never been properly contextualized for the SMB. It occurs all over hells creation and for an SMB to even find it is still more difficult than it should be.

I think you should try the phone call for a duplicate. The issue is that again it probably will go back to the same staffer in India or wherever these things are done that it would go to if you reported the problem AND take just as long to resolve.