Google Business Messages

The Google Business Messages channel makes it easier for brands to communicate with their customers from the number one search engine and map application in the world.

Google Search and Maps receive over 80 million searches per day.

Benefits for Customers:

• Customers who are moving online want to find your business on accessible channels that they are already familiar with

• → 92% of internet users searched using Google in 2022

• → 46% of product searches begin on Google

• Clients expect engagement, with immediate response to common queries and FAQ

Benefits for Businesses

• Google Business API enables businesses to feed Google Business messages into your existing CRM platforms, streamlining management & response

• Improve customer experience from reduced wait time and faster response

• Manage incoming customer conversations from multiples entry points:

• --> Google Maps (local entry points)

• --> Google Search (Non-local entry points)

• --> Branded entry points

• Increase sales and conversion by driving more meaningful conversations

• All in one inbox; streamlining management of messaging workflows, ensuring all messages from multiple platforms, will come into a single stream

Important info

• Chat experience is very similar to Facebook Messenger or Heyday Chat .

  • Carousels are supported for product search and recommendation

• The reply window for the Chat is up to 30 days

• Google has their own quality metric for CSAT, a survey is sent after 24 hours regardless of whether the user spoke to a teammate.

  • A minimum CSAT score is required to continue using Google Business Messages

Level of effort/development required

Technical Requirements:

• Must have a Google Business Profile Account

• Users will need to confirm that Heyday can activate Google Business Messages via email.

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• User email is required to send to Google, that email must have Ownership access to their Google Business Profile location group