How to Use Google Business Messages Feature?
What is Google Business Messages?
Google Business Messages is a new communication channel by Google that enables consumers to message businesses in Google Search or Google Maps in just one click. This way, consumers can message a business without having to visit the business’ website, or enter any contact information, as they will be using your Google account. For now, Business Messages are only available for people that search on their phones.
How does Google My Business messaging Work?
When you activate the Messaging feature, customers will be able to see a message button on your GMB listing. The button is visible when your profile comes up in both Google Search and Google Maps.Using Google My Business Messaging, customers can directly engage with your business and send you a message at any time of the day.
- Sign into your Google My Business profile
- Navigate to Messages
- Turn messages on
- Customize
Use customization to make the messaging experience as easy and pleasant for customers as possible.
Add a welcome message and make sure your notifications are on ,so you know when a customer is waiting for a response from you.
How to use the Google My Business Messaging feature
It’s a great way to elevate customer service
In the digital age, customers expect responses quickly.
Google will hide the Message button if a brand doesn’t respond to a message within 24 hours, encouraging brands to prioritize customer service and respond to queries quickly.
It’s a new way to introduce customers to your brand
Google My Business Messaging gives you a chance to get personal with your customers. Write a welcome message that reflects the personality of your brand — customers will see this message as soon as they click on the Message button, before they even type out their question.
Plus, communicating one-on-one with customers is a good way to provide them with a memorable digital brand experience.
It can be an efficient way to grow your business
Google My Business is experimenting with two new messaging buttons. For select businesses in specific categories, a Request a quote button or Request a booking button is available.
Google My Business Messaging: Best Practices
Starting a Chat
There are three ways for people to find your Google Business Listing and start messaging you – through Google Short Names, Google Search and Google Maps.
Google Short Names are shortened URLs that direct users to your Google My Business Listing. Verified businesses can customize a Short Name of up to 32-characters max. For example: g.page/businessname.
By adding this link to your website, social media or email newsletter you can direct online users to your Google Business listing. Users can then click Message and ask questions about your business.
Try to respond within 24 hours
Try to respond to messages as quickly as you can — if possible, within 24 hours. If you don’t, Google will likely remove the Message button from your listing.
This is because Google wants to make sure that customers don’t associate the feature with an unpleasant customer experience. (However, if you do lose the button, know that you can reactivate it by turning it on again),
Keep the conversation relevant
When a customer reaches out to ask a question, they want an answer. Make sure to directly address the customer’s question or comment — they don’t want to hear about your new marketing products if they asked about a refund!
Share photos
You can do more than exchange text messages using Google My Business Messaging. You can also share photos with customers. Remember that sharing visuals can be an effective and efficient way to help a customer and answer their query.