The ultimate guide to using Google Business Messages for improving customer experience

Image from Google Business Messages

In today's digital age, businesses always look for ways to improve customer experience. One way to do this is by incorporating messaging platforms into their customer service strategy. Google Business Messages is a relatively new platform that enables businesses to communicate with customers through Google Maps and Google Search. In this article, we will provide you with the ultimate guide to Google Business Messenger, and how to use it to improve your customer experience.

Need more ideas for your messaging strategy? Read our guide on instant messaging marketing tips and tricks.

What are Google Business Messages?

Image from Google Business Messages

Google Business Messages is a messaging platform developed by Google that allows businesses to communicate with their customers directly through Google Maps and Google Search. It enables businesses to respond to customer inquiries via chat, provide customer support, and even complete transactions through Google Business Chat. Customers must simply click the ‘CHAT’ button on the business's Google Maps or Google Search listing to initiate a conversation.

Why should you use Google Business Messages?

Image from Google Business Messages

Google Business Messages provides many benefits for businesses looking to improve their customer experience. Here are some of the reasons why you should consider using Google My Business text messaging:

1. Increase customer satisfaction - By providing customers with a convenient way to communicate with your business on Google Business chat, you can improve their overall experience with your brand. This can lead to increased customer satisfaction and loyalty.

2. Improve response times—Google Business Messenger allows businesses to respond to customer inquiries in real time, improving response times and increasing customer engagement.

3. Boost conversions - By enabling customers to complete transactions directly through Google Business chat, businesses can streamline the purchasing process and increase conversions.

4. Increase visibility - By using GMB messaging, businesses can increase their visibility on Google Maps and Google Search, making it easier for customers to find and connect with them.

Google Business Messages is available to businesses in selected countries and regions. It requires a verified Google My Business listing. Once set up, businesses can enjoy the benefits of real-time customer communication, boosted conversions, and improved customer satisfaction.

How to set up Google Business Profile and Google Business Messages

To use Google Business Messages and apply for a verified Google My Business listing, here's what you need to do:

1. Create a Google My Business account.

1. Fill in the business details you want on your profile. Include your business location so your customers can find you easily on Google Maps.

2. Verify your Google Business Profile via SMS or voice call with the verification code.

1. In the ‘Add messaging’ section, toggle on the ‘Accept Messages’ button and click ‘Next’.

2. Complete your business profile by adding more details, including the description, business hours, and images.

How to set up Google My Business Messaging from an existing Google Business Profile

1. On Google Search, type in ‘my business’.

1. Your business profile should appear under the 1st search result. Click on the blue ‘View profile’ button.

2. Select ‘Messages’ on the menu.

3. Click on 'Turn on' when the prompt appears.

Click 'Turn on' to activate Google Business Messaging

4. If the pop-up does not show, click on Menu (three vertical dots) and go to ‘Message settings.’

5. Turn on or off ‘Chat.’

What is Google My Business third-party inbox

Google Business Messaging is free to use. They offer an inbox for you to manage conversations as a team where multiple employees can reply to customers. They also have automated settings for you to set up greeting messages and FAQs. However, some businesses may still choose to incorporate a Google My Business third-party inbox by integrating Google Business Messages API to access more automation or CRM features for improving customer experience.

Note: Google Business Messages API does not have a ready-to-use interface, so you will need developers to integrate it into your existing app or system.

Explore more about the advantages of having automated customer service software.

Best practices for using Google Business Chat

Image from Google Support

To get the most out of Google Business Messaging, here are some best practices to follow:

• Be responsive - Customers expect quick responses, so promptly respond to your Google Business chat.

• Be helpful - Provide useful information and resources to customers to help them make informed decisions.

• Be professional - Use a professional tone and language when communicating with customers within the Google Business Chat.

• Personalize your messages - Use the customer's name and personalize your messages to make them feel valued.

• Use automation - Use automation tools to respond to frequently asked questions on the Google Business Chat and free up time for your team to handle more complex inquiries.

Conclusion: use Google Business Messages for the benefit of your business

Image from Google Business Messages

Google Business Messaging is effective for contacting customers who are discovering your business on Google. Giving them an extra option to chat with your brand through Google can increase convenience and improve their customer experience. While most brands now opt for WhatsApp Business messaging for customer communication, it will still be beneficial for you to set up Google My Business messaging to offer your customers with more messaging options.