Google is now offering business profiles a chance to engage with customers, via an all-new chat feature embedded in Google Maps and Google Search. Soon enough, verified businesses will get a message button on their business profile that would customers converse with the owners.
Customers can now get in touch with businesses in real-time from their Business Profile on Google. Businesses can answer questions, tell their story, and attract more customers to the business, all via the Google search engine.
Announcing the new feature on Thursday, Google said, “Starting today, we’re rolling out the ability for verified businesses to message with customers directly from the Google Maps app. Once you turn messaging on from your Business Profile, you can start replying to customers on Google Maps from the business messages section in the “Updates” tab. And soon you’ll also be able to see your messages right from Google Search (via the Customers menu on your Business Profile) and message customers directly from your computer.”
To do so, business profiles are required to turn on messaging on their profile. After doing this, the account will start receiving messages from the customers, which will appear in the Business Profile on Google. Owners will receive notifications for incoming messages, and can also customize the automated welcome message that customers will get when they message you. Owners will also be able to share photos with customers through messages, and even if multiple people own or manage a single Business Profile, each one can message and interact with customers. Users can chat with businesses under the “Update Tab”.
Google, in a blog announcing the release, also noted that owing to the coronavirus pandemic, people wanted to be certain about things before stepping out. The company says that users have sent more than twice as many messages to merchants right from Business Profiles on Search and Maps. Apart from this major announcement, Google also stated that it will be featuring more metrics to let Business profiles know how users discover them on search.
“Starting this month, we’re rolling out more metrics to give you a deeper understanding of how customers discover your Business Profile. Soon you’ll see a more detailed list of the search queries customers used to find your business on Google. At the beginning of next year, you’ll see updates to the performance page that show whether customers saw your business via Google Maps or Search and if they saw it from a computer or mobile device. All your performance data will be available for up to six months. Dig into the numbers to see how your business is performing over time and how your Business Profile resonates with customers,” the blog read.