Connecting with and understanding your customers is important in keeping your business thriving. So, to help streamline that communication, Google is adding business messaging options to the Google Maps app and Google Search.
To start using this, your business will first need to be verified by Google. If you haven’t verified your business yet, you can get more information on how to do so here. If you’re already verified, you simply need to turn messaging on from your Business Profile.
Once it’s on, customers will see a “Message” button on your Business Profile, and they will be able to message you at any time. From the business messages section in the “Updates” tab on Google Maps, you can start replying to customers. Also, via the Customers menu on your Business Profile, you’ll soon be able to see your messages straight from Google Search.
Google said, “When people look for information online, they want to find the answers to their questions quickly. This is especially true for people browsing nearby businesses. Business Profiles help merchants share information like how late you’re open and what safety measures are in place. But sometimes people are looking for answers to more niche questions such as: ‘Do you make gluten-free cakes?’ or ‘Is there covered parking?’”
To help make it easier for customers to ask their questions, Google isn’t making customers head back to your Business Profile to click the “Message” button every time they have a question. In addition to that button, customers can initiate a conversation with your business on any post you’ve created. Also, when a customer’s call goes unanswered, they will be prompted to send you a message.
And, besides making communication easier, Google will soon be “rolling out more metrics to give you a deeper understanding of how customers discover your Business Profile.” You’ll be able to see Insights on what queries customers used to find your business. You’ll be able to tell whether they saw your business on Google Maps or Search, and if it was on a computer or mobile device.
“We’ve continued to invest in new ways to make it easier for you to bolster your presence on Google. With these updated features, we hope you have more of the tools and information you need to connect with customers and grow your business in today’s ever-changing environment,“ Google said.
Easing the pain between business and customer is always a plus. What do you think about Google’s new messaging options?