Google My Business Messaging tool has been around for quite some time but was simply not given much attention by both users and Google. Google My Business (GMB) is a free tool provided by Google that businesses and organizations can use to manage their online presence across Google, including in Google search and Google maps. You can simply verify your GMB and then start sharing about your business. You can thus manage the information that Google users find when they search for your business and the products / services that you provide.
One of the features that has not for a long time been not been really updated and used is the Google Messaging feature. But the pandemic has totally affected the way we live and do business. In just six months, we have experience over 10 years worth of changes.
The resulting social distancing requirements have brought a greater emphasis on digital communication. Google has responded with new upgrades to its GMB Messaging tool, that would enable businesses to communicate with users more effectively.
Google My Business Messaging feature allows users to directly message businesses from their Google Maps listing and has been a mainstay for quite some time, but its use has been merely unsatisfactory. Businesses are required to use the GMB App to utilize the feature, but management between staff members becomes hard. There were no solid plans to make updates to the feature, up until the pandemic.
These times have been tough for people and businesses as they continue with their lives from a distance. The need for digital communication has spiked unlike ever before, making it a main priority. This desperate need for effective communication has led to Google rolling out some of the very best, user-friendly upgrades to their otherwise inert Messaging feature. Here is Google’s word on the upgrades:
“Today we’re expanding Business Messages in Maps and Search to support all kinds of businesses, and giving them the ability to integrate Business Messages directly with their customer service platforms. Google My Business Messaging provides brands a comprehensive messaging solution across Android devices, and through Maps on iOS. To improve connections with customers, we’ve recently introduced new smart replies, visual product carousels, and unique welcome messages. There’s also a smooth transition from automated replies to a customer service agent, so that it's not disruptive when the customer messages a business.”
Google My Business Messaging Tool Website Integration
Basically, this upgrade from Google works very similarly to the website chat feature that is used by several customers and businesses. Take an in-depth look at the latest additions made to the feature:
New Smart Replies – Much like your site’s chat feature, there are several options to provide automated support before anyone from your team steps in. It functions like an FAQs system, where you can send in your questions or click within the carousel, after which your team can come in and take over the conversation seamlessly.
Google My Business Messaging & Product Carousels
Visual Product Carousels – As the name suggests, this feature enables you to showcase the various products you have in store to the customer inside of the Google My Business Messaging tool.
Unique Welcome Messages – With this Google My Business Messaging feature, you can customize welcome messages for your customers to see. This feature allows businesses to shine through and establish their brand presence online!
Enhanced Images – Images play a crucial role in our buying decision, and this new feature showcases images along with URLs.
Google My Business Messaging Tool & Customer Support Systems
Actionable Strategy – We would highly recommend using Google My Business Message feature. It is not only free to use for now, but Google will be regularly integrating more of its top features for greater user experience. Now is the time to make the most of the platform!
To know more about Business Messaging, click here. The message system now integrates with some of the best customer service systems, giving you the freedom to manage the complete process on your website rather than completely within Google’s system. Check out the list of partners here.
If you wish to get started with any of the partners listed above, reach out to Google about it here. Or else, you can simply log into your GMB listing and select the messaging option on the left-hand menu. Make sure to download the app to use it!
Conclusion
These latest upgrades to Google My Business Messaging tool must not be ignored by businesses. By integrating this tool to your existing Messaging system on your website, you are providing Google users who find your business through searches a direct channel to communicate with you right on your website.
Businesses must take advantage of this opportunity to create a unified communication channel. This is even more useful for local businesses who are increasingly considering their Google My Business (GMB) Listing as their Home Page. Users can communicate with you without having to take the additional step to come to your website. You can thus answer their questions and give yourself an opportunity to close more sales.
If you need assistance setting up your Google My Business Messaging and optimizing Google My Business, please contact our SEO Experts. You may also subscribe to our Newsletter below to receive regular Digital Marketing news and updates delivered straight into your inbox.
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Hal On’Untu Ngoy is a Digital Transformation Expert. Apostle, Revolutionist, Entrepreneur, Innovator, Motivator, Strategist, Mentor, Business Owner, Author, and Teacher. My passion is to see people mature to their fullest potential, as Sons of God, displaying the full wisdom of God.