Google Business Messages
Overview
Google Business Messages allows customers to start a messaging conversation with a business directly from Google Search results and Google Maps. It enables brands to connect with customers at the moment of discovery, providing a powerful channel for sales and support.
How It Works
When a customer finds a business on Google, they will see a "Chat" button on the business profile. Tapping this button initiates a message that is routed into the contact center as a new ticket. Agents can then respond with text, rich cards, and carousels, providing an interactive experience to answer questions or guide a purchase.
Configuration Steps
HUMAN REVIEW NEEDED: No information regarding specific UI steps for an Administrator to integrate Google Business Messages could be found in the provided user manuals.
Use Cases
- Local Business Inquiries: A customer finds a local restaurant on Google Maps and starts a chat to ask if they have outdoor seating.
- Pre-Sale Questions: A user searching for a product on Google starts a chat with a retail store to check if the item is in stock before visiting.
- Customer Support: A customer initiates a chat from a company's search result to get help with an order.
Benefits
- Connect at the Point of Discovery: Engages with customers at the very start of their journey, directly from Google Search and Maps.
- Drives Local Business: Provides a powerful tool for local businesses to answer questions and drive foot traffic.
- Rich, Interactive Conversations: Supports carousels and suggested replies, enabling a guided and visually appealing customer experience.