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Google has been slowly shifting its online customer support from social platforms like Facebook and Twitter to solely using an online form. Now, the company is making it final.

Starting on January 1, 2020, Google says that it will no longer provide support through direct messaging on Google Ads’ Facebook and Twitter accounts. Instead, customers seeking support will be directed to the online support form.

Why This Matters

In the past, many brands and advertisers had preferred to receive support through Google Ads’ social pages because they tended to be quick and allowed for easy clarification of issues that could arise.

The company says the decision to eliminate these support options was intended to streamline the process and improve security or spam risks.

“Customer security and success is paramount. Due to the growing global concern around spam and phishing, we are making an effort to resolve all Google product customer questions via 1:1 communication through direct email, phone or chat,” a Google spokesperson told Search Engine Land. “Streamlining these channels will provide faster and more secure responses for all global customers.”

It should be noted that while Google will first direct customers to an online form, this tool then provides a number of ways to contact the company including by phone or email.