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
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
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
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