What is Google’s Business Messages
When consumers have questions, they turn to Google for answers. When consumers want quick and convenient conversations, they turn to messaging. So, what if I told you there was a way to combine the power of Google’s search with the convenience of messaging to make it super easy for your customers to find and engage with you?
Well there is. Google’s Business Messages provides brands a comprehensive messaging solution across Android devices through Google search and Maps.
DEFINITION: Google’s Business Messages is a mobile conversational channel that combines entry points on Google Maps, Search, and brand websites to create rich, asynchronous messaging experiences.
Let’s take a closer look at Google’s Business Messages and all of the great features that make this channel a must have for every company.
How Your Customers Will Use Google Business Messages
Google Search and Google Maps are two features that your current and potential customers use on their phones all the time. Consider these following stats:
- 35% of product searches start on Google. (eMarketer), and
- 34% of “near me” searches done via desktop and tablets result in store visits. (HubSpot)
With Google’s Business Messages, customers can click the “Message” button presented within the search results to start a conversation with your company.
If you’re curious about what the experience will be like for your customers, you can try out Business Messages for yourself. If you have an Android device, you’ll want to make sure you have RCS enabled on your phone. Once you do, do a Google search for “Quiq Bozeman”. You’ll find the “Message” button in the overview section. Click and start a conversation with us.
The conversation will start with a greeting from our Quiq HQ Bot. Feel free to ask a question or send an emoji. You should expect one of our conversation experts to be with you quiq-ly.
Features of Google’s Business Messages
Business Messages isn’t just for brands that want to be discovered. Here’s an example of a well known brand using Business Messages to deliver a better experience for their customer.
Luxury department store Neiman Marcus is a juggernaut in retail and customer experience circles. The retailer worked with Quiq to implement Business Messages and elevate their customer’s shopping experience.
When Neiman’s organic search result is shown, “Message with a live agent” is presented at the bottom along with the company’s typical response time. When clicked, customers are then taken to their messaging app to continue the conversation. But that’s not the end of the story, in fact, it’s where the benefits begin.
Within the messaging conversation, consumers are able to shop, ask questions, and complete secure payment transactions. Customers are also able to easily get updates such as order tracking, refunds, and handle service inquiries.
Google’s Business Messages enhances customer care, with rich features like:
- product photos and carousels that expand the conversation to drive purchasing, scheduling, and upselling,
- suggested replies that enable consumers to respond with just a tap of a button,
- typing indicators, delivery confirmations and read receipts that keep conversations moving along,
- the ability to send and receive emojis, hi-res images, and videos ensures that the conversation is personalized.
Since messaging is the channel preferred by consumers, businesses will see more of their customers turn to messaging instead of calling their contact center for pre-sales service and post-sales support. Business Messages integrates directly with a company’s digital customer service platform, like Quiq, so handling these conversations happen in one, easy-to-manage agent desktop.
Don’t Wait To Get Started With Business Messaging
Quiq is part of Google’s partner program for Business Messages which enables us to onboard brands, influence the roadmap and standards, and be among the first to offer our customers an upgraded messaging experience through Google Search and Maps.
We’re ready to help you get started with Google’s Business Messaging and can help you get registered, implement, and deploy Business Messaging for your business. Ready to explore Google’s Business Messages and Quiq? Schedule some time to talk to one of our conversation experts today.