After rolling out the ability to message customers via Google My Business, Google is now expanding Business Messages to all kinds of businesses.
As part of its effort to help brands provide better customer support and help people develop more loyalty to those brands, Google started rolling out the ability to message customers through Google Maps and Search, via Google My Business. Messaging has become such an essential way for businesses to connect with customers that the number of businesses that are messaging via Google right now has doubled compared to last year.
As a result, Google has announced it’s expanding Business Messages in Maps and Search to now support “all kinds of businesses,” letting them integrate Business Messages directly with their customer service platforms.
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“Business Messages provides brands a comprehensive messaging solution across Android devices, and through Maps on iOS,” explains Jake Mintz Senior Product Manager for Business Messages at Google.
“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.”
Companies like Woolworths, Walmart, and MyGov have been the first to try the new Business Messages feature, helping them make customer care more effective and efficient, especially during the COVID-19 pandemic.
Some other brands are also using Business Messages to sell products, and answer customer questions, during the sales process. “Mattress Firm, with messaging partner Podium, is successfully selling mattresses directly through Business Messages by sharing videos and product information, even while stores were closed due to COVID-19,” explains Mintz.
“DISH, with partner [24]7.ai, has seen a reduction of more than 22 percent in average handle time using Business Messages features compared to other messaging channels.”
Business Messages will also soon be available on mobile websites so that customers can quickly “Message” a brand from within its site. Furthermore, the system will offer the same smart automated replies feature offered with Business Messages, together with a connection to a live agent.
The Business Messages feature is currently only available in English, while support in other languages will launch soon. Brands and messaging partners are able to sign up to access the Business Messages API, and partners are ready to help any brand optimize their messaging with their customers.
Messaging can, of course, still be managed through Google My Business.