In a recent update, Google announced that starting July 31, 2024, they will bid farewell to chat features and call history tracking on Google Business Profile.
What Were These Features and Why Were They Useful?
Chat: This feature enabled customers to message your business directly through GBP on Google Search and Maps. It provided a convenient way for real-time communication and lead generation, enhancing customer engagement.
Call History:This feature keeps track of calls made directly through your Business Profile. It helped businesses understand how many calls they received and track their effectiveness in converting those calls into customers.
Why is Google Shutting Them Down?
Google stated, “These features have relatively low usage, and we’re prioritizing focus on higher-impact features for merchants.” This decision reflects Google’s ongoing effort to streamline its services and concentrate on tools that provide the most value to businesses.
Key Dates to Remember
July 15, 2024: This is the last day for customers to initiate new chat conversations. Existing chats will continue, and users will be notified about the upcoming shutdown.
July 31, 2024: Chat functionality will cease entirely. You will no longer receive new messages or be able to view past chat history within GBP. Call history reports will also be removed on this date.
Preparing for the Change
Download Your Data: You have until August 30, 2024, to extract your chat history using Google Takeout. It will allow you to retain a record of past customer conversations for future reference.
Update Your Profile: Since chat is going away, consider revising your welcome message to direct customers to your preferred communication methods, such as phone numbers, email, or social media handles.
Explore Alternative Solutions: Many communication platforms integrate with business operations. Look for options like SMS marketing, live chat software, or social media messaging features to continue real-time interactions.
Actionable Strategy
If retaining your data is essential, extract it using Google Takeout before August 30, 2024. It ensures you have a record of your past customer interactions, which can be valuable for understanding customer needs and improving future communication strategies.
As Google phases out these features, adapting and exploring new ways to engage with your customers effectively is essential. By updating your communication strategies and leveraging alternative tools, you can continue maintaining strong customer connections and drive business growth.