Chat with customers in real time via Google Search and Google Maps – how it works! how to set it up and how to build automated chat experiences with the Business Messages API.
The pandemic has changed the way brands and consumers interact forever. People continue to do more of their shopping online and Google research finds half of all adults adopted new technology during the pandemic – including 33% of people over 55-years-old.
According to Forrester! this technology adoption has increased demand for instant gratification! particularly among those who are starting to enjoy the convenience of online shopping during the pandemic.
Google believes its new Business Messages system can provide this instant gratification for local and offline businesses through real-time conversation.
What is Google Business Messages?
Business Messages is a new product that dataset allows consumers to communicate with companies in real-time from Google Search and Google Maps. Basically! Google has implemented an instant messaging system into the search experience! allowing consumers to start a conversation with companies at the touch of a button.
“Business Messages is a mobile conversational channel that combines entry points on Google Maps! Search! and brand websites to create rich! asynchronous messaging experiences that delight customers and drive business results.”
Let’s say someone needs a new
Pair of running shoes tomorrow consultative selling: the guide to closing more deals and they’re not willing to wait a couple of days for delivery. They want to find a pair of shoes in their local area and they want to know the company they buy from has them in stock! ready for pick-up the next day.
With Business Messages! they can chat to the company directly and confirm that! if they buy the pair of shoes online now! they can pick them up tomorrow.
If you’re a fan of cheesy explainer videos! you’ll love the joy on this couple’s faces as Business Messages solves all of their moving-in problems.
Gratuitous smiles aside! the video highlights some useful
examples of how Business Messages bgb directory can solve real-life consumer problems and turn them into business opportunities for companies using the system.
First! our couple realise the sudden need for a sofa in their new! unfurnished property and a search for “fast furniture delivery near me” returns local results with the Chat button featured alongside the usual connectivity options (call! directions! website! etc.).
Tapping the chat button opens up the instant messaging interface where an automated bot handles the initial conversation! allowing for instant responses.
The couple browses couches in the chat
selects their favourite option and even books a delivery time without a human needing to intervene. In no time at all! the couple has bought what they need and scheduled delivery at their time of choosing.
Meanwhile! Couch Depot has won the sale with a fully automated channel by providing instant gratification.
Even before the pandemic! 75% of consumers said they would rather talk to brands through text or instant messaging than social media and other channels. Now! we have a larger consumer base of technology adopters demanding instant confirmation and Google aims to satisfy this demand with Business Messages.