Imagine there was a road that took clients directly to businesses if they needed to ask specific questions, and it was extremely useful for local companies.
Soon, the Google Business Messages will be shut off, leaving some firms sans a communication channel.
What does this change mean and how can it be met? Read everything below!
Outline of a Major (?) Change
If activated by businesses, the Google Messages tool appears to users as a Chat button. Businesses received the clients’ names and profiles, while clients gained a quick answer that might have saved them time.
The good of this tool was that clients got their answers within 24 hours. If they left the conversation and the business responded, they received a notification. However, the bad and the ugly of Google Messages was exactly the obligation for businesses to respond shortly, otherwise the option would have been deactivated.
As per a Google announcement (and some emails that reportedly some businesses received), customers will still be able to find and contact your business through Google Search and Maps.
So, when will this change happen?
Update Timeline
- July 15th, 2024: New users can no longer initiate chats. Users who chatted with the business will be notified that the option will be discontinued.
- July 30th, 2024: Google Messages will be disabled.
- August 30th, 2024: Records of Business Profile chats will no longer be available for download.
How to Prevent Potential Impact
If you are a small business that relies on local advertising, or you are part of industries that require a lot of direct communication with clients, such as HoReCa, tourism, shops, and others as such, this change might impact you. Here’s what you can do.
- Download your chat records and call history, so you can keep information safe in your database.
- Audit and optimize your Google Business Profile: website links, descriptions, and contact information.
- Make sure your business phone number is visible, as you can still receive calls.
- Diversify chat options. Study your audience, discover the channels and tools that best fit your potential customers (such as chatbots, for example), and benefit from them.
- Review your website and make sure it offers as much information as possible that clients have shown interest in while chatting with you.
- Create a campaign to inform your clients about the way they can reach you easiest.
- Contact a specialist who can provide you with a communication strategy adapted to your needs.
Owning a Business in the Era of Change
Since Google is a tech company, changes happen often with its products. However, remember that, according to a 2023 study, 88% of global consumers would like to start a conversation with a brand when they have a specific product question.
Review your options, and optimize them to the fullest, so you can keep or even improve communication with your clients after Google Business Messages go away.
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