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.