The need for providing seamless communication experiences between your business and consumers is even more critical today than ever. No matter who you work for or what your company does, consumers’ expectations of you have never been higher. It is no longer enough to have old customer care channels and hope that your customers will seek them out. Your customers expect you to be there for them at every moment of need, whenever and wherever that moment takes place.
Google Business Messaging API is an asynchronous messaging experience where customers can message a brand at their convenience and also return to the response in their own time which is the preferred behaviour of consumers today to have a choice to interact with businesses. For customers, this provides help without friction. No more waiting on hold for agents’ responses. It’s an always-on platform that can help no matter where customers are in their journey, and it’s an easy way to keep track of conversations they have with businesses. Also read our blog Google Business Messages: What Is It And What Are Its Benefits? here
How can brands effectively communicate through Business Messaging?
The solution lies in Google Business Messages. This communication platform spans the entire customer journey from discovery to connecting consumers to the information they need, through purchase and support. Google Business Messages can provide your business with a scalable way to harness your customer’s moment of need right from Google search, maps and even from a brand’s owned channel. It is a bot-led experience that leverages the best of Google’s automation capabilities with handoffs to your live agent support.
So whether your customers are looking to know something, to go somewhere, to buy something or to get help with anything else, Google Business Messages is consistently there for them and your business. Questions about products are very common, no matter what your business’s product may be. For example, there can be a great usage of smart automation in retail to guide a customer to relevant product options in a carousel. It can be also useful to businesses that offer a wide variety of product choices.
Another example would be a customer looking to alter an existing reservation. Here, bot-to-live agent handoff is displayed in the chat head with smart chips to seamlessly guide the conversation. Often, a customer’s question is about information that they can find in the FAQs or on the store’s website, but consumers prefer messaging, so it is the brand’s job to direct those customers to the right place.
Considering another example of a general information inquiry with a user requesting store hours, services and nearest locations. These types of customer queries can be well managed both with bots and live agents. For new and existing customers, viewing plan options or subscription options can be a frequent request. Moreover, customised options present existing customers with deals and packages that promote loyalty can be done via carousels. Post-purchase support is essential in maintaining a positive and loyal relationship with your customers. With Business Messages brands can enable customers to quickly have their questions answered when it comes to ordering status or delivery timelines.
The following are some ways in which a brand can use Google Business Messaging to communicate effectively with consumers:
By following these tips, a business can effectively communicate with consumers and provide a great customer service experience.
Conclusion
Creating a trusted personal experience is essential. Google Business Messages provides conversation starters and chips to make it fast and easy to move through some of the most common user journeys. Typically many customer questions can be resolved using Business Messages’ automated rich features. Rich cards and carousels enable you to showcase multiple product options at a time and from there, link to products or content on your channels to complete a transaction or move forward with another user experience. You can even display the aisle where the product can be found in the store.
There are chances that your customers are wanting to reach out, to your support channels with a question about your inventory. With Business Message, you can leverage smart automation to answer questions about products or services inventory in a seamless conversational experience.
Seeking to serve a multitude of customers by addressing their requests as quickly as they can? Get in touch with our experts for a free demo to understand a solution tailored to your business needs.
