Google My Business’s messaging feature allows users to directly message businesses from their Google Maps listing, and has been a mainstay for quite some time. However, its use has been unsatisfactory. Businesses are required to use the GMB App to utilize the feature, but management between staff members becomes difficult. There were no solid plans to make updates to the feature, up until the pandemic.

These times have been tough for people and businesses as they continue with their lives from a distance. The need for digital communication has spiked unlike ever before, making it a main priority. This desperate need for effective communication has led to Google rolling out some of the very best user-friendly upgrades to their otherwise inert messaging feature. Here is Google’s word on the upgrades:

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“Today we’re expanding Business Messages in Maps and Search to support all kinds of businesses, and giving them the ability to integrate Business Messages directly with their customer service platforms. Business Messages provides brands a comprehensive messaging solution across Android devices, and through Maps on iOS. To improve connections with customers, we’ve recently introduced new smart replies, visual product carousels, and unique welcome messages. There’s also a smooth transition from automated replies to a customer service agent, so that it’s not disruptive when the customer messages a business.”

Basically, this upgrade from Google works very similarly to the website chat feature used by several customers and businesses. Take an in-depth look at the latest additions made to the feature:

New Smart Replies – Much like your site’s chat feature, there are several options to provide automated support before anyone from your team steps in. It functions like an FAQs system, where you can send in your questions or click within the carousel. Then, your team can come in and take over the conversation seamlessly.

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Visual Product Carousels – As the name suggests, this feature enables you to showcase the various products you have in store to the customer.

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Unique Welcome Messages – With this feature, you can customize welcome messages for your customers to see. This feature allows businesses to shine through and establish their brand presence online!

Enhanced Images – Images play a crucial role in our buying decision, and this new feature showcases images along with URLs.

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Actionable Strategy – We would highly recommend using the Google My Business messaging feature. It is not only free to use for now, but Google will be regularly integrating more of its top features for a greater user experience. Now is the time to make most of the platform!

To learn more about My Business messaging, click here. The message system now integrates some of the best customer service systems, giving you the freedom to manage the complete process on your website rather than within Google’s system. Check out the list of partners here:

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If you wish to get started with any of the partners listed above, reach out to Google about it here. You can also simply log into your GMB listing and select the messaging option on the left-hand menu. Make sure to download the app to use it!

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