Guide to using Google Business Messaging


Introduction to Google Business Messaging

Google Business Messaging (GBM) is a powerful tool that enables businesses to connect directly with their customers through Google Search and Maps. It is designed to help businesses improve customer engagement, support, and sales by allowing customers to ask questions, book appointments, or purchase their products directly from the Google platform. This comprehensive guide will explore the benefits of using Google Business Messaging for businesses, a step-by-step guide on setting up GBM, best practices for optimizing engagement, and success stories of businesses leveraging this powerful tool.

Benefits of using Google Business Messaging for Businesses

  • Enhanced customer engagement: GBM helps businesses to easily engage with customers, answer queries, and provide support. This enables businesses to build strong customer relationships and loyalty.
  • Increased accessibility: GBM allows customers to contact businesses directly from Google Search and Maps, increasing visibility and making it easier for customers to get in touch.
  • Improved conversions: Businesses can improve conversion rates and drive more sales by providing real-time support and instant communication.
  • Seamless Bot to Agent Transfer: A frictionless transfer from bot to an agent is crucial in preserving the user experience and boosting Customer Satisfaction (CSAT) scores.

Step-by-Step Guide on Setting up Google Business Messaging

  • Claim your Google My Business (GMB) listing: To set up GBM, you’ll first need a verified GMB listing. If you still need to claim your GMB listing, follow the steps provided by Google.
  • Enable messaging: Log in to your GMB account, click the “Messaging” tab, and select “Turn on messaging.” This will enable messaging for your business.
  • Set up a welcome message: Create a welcome message that customers will receive when they initiate a conversation with your business. This message should be short, informative, and inviting.
  • Manage your messaging settings: Set up your messaging preferences, including business hours, response time, and notifications, to ensure smooth communication.
  • Monitor and respond to messages: Regularly check and respond to customer messages to maintain engagement and provide excellent support.

Best Practices for Optimising Google Business Messaging for Customer Engagement

  • Respond promptly: Customers expect quick responses, so ensure you reply to messages as soon as possible. A timely response can lead to increased customer satisfaction and better conversions.
  • Keep messages short and concise: Make your messages clear and to the point to ensure effective communication and avoid overwhelming customers with too much information.
  • Personalize your communication: Address customers by and provide personalized recommendations to create a more engaging and memorable experience.
  • Use rich media: Including images, videos, and GIFs can make your messages more engaging and help you convey information more effectively.
  • Track and analyze data: Monitor customer interactions and feedback to improve your messaging strategy and provide a better experience.

Also Read: Engage customers in rich conversations with Google Business Messaging

Success Stories of Businesses Leveraging Google Business Messaging

  • India’s Federal Bank increased their customer satisfaction by 25% while also achieving a 98% accuracy rate using Google Business Messaging.
  • RedSalud, a healthcare provider in Chile, cut their phone traffic by 43% using Google Business Messaging.
  • Foot Locker was able to meet its core customers when they are using Google Business Messaging.
  • HDFC Home Loans generated thousands of new leads using Google Business Messaging.
  • National Australia Bank was able to serve more customers digitally using Google Business Messaging.
  • Vidéotron, a telecommunications company in Canada, resolved technical questions 50% faster using Google Business Messaging.
  • Popeye’s was able to automate 82% of their conversations using Google Business Messaging.

Conclusion and Critical Takeaways

Google Business Messaging is a powerful tool that can help businesses improve customer engagement, accessibility, and conversions. By following our step-by-step guide and implementing best practices, businesses can unlock the full potential of this platform. Remember to respond promptly, keep messages concise, personalize communication, use rich media, and monitor data to optimize your messaging strategy. Our success stories demonstrate how effective GBM can be when leveraged correctly, so don’t miss out on the opportunity to connect with your customers and drive growth for your business today!

Customers prefer to interact with businesses at the same pace as they scroll their social feeds. Instant gratification is the mantra of the day. Conversational exchanges can lead to higher customer acquisition than transactional exchanges. Contact our experts to complete hand-holding on setting up and optimizing your Google Business Messaging.