Your Business Needs Google’s Business Messages
Business Messages does more than elevate a conversation for the consumer. Although, that is pretty valuable in and of itself. The main benefit of Google’s Business Messages is that it can drastically reduce the number of calls your live agents receive so they can focus on higher priority interactions.
Without Business Messages enabled, the click-to-call button that is presented in search results encourages consumers to call your business. With Business Messages enabled consumers can click the “Message” button to have their conversation through text.
A lot of companies are taking advantage of consumers’ preference to message and are implementing digital agents, or chatbots as their first line of defense to handle common customer support issues. For more complex customer journeys, the message can be routed to a live agent.
Businesses can take advantage of the discovery and reach of Google Maps and Search, while providing a more direct way to have meaningful conversations with consumers. Here are a few ways Business Messages makes conversations more personal:
- Building consumer trust by showing expected wait times and answers to frequently asked questions,
- Enhancing customer care with the ability to connect with a live agent and driving loyalty,
- Purchasing, scheduling, and upselling through rich features like carousels, suggested replies, and photos.
With Google’s Business Messages you can leverage the power of the world’s largest search engine as an entry point for your customer service. With Quiq, your agents can efficiently manage these digital messaging conversations within our intelligent, intuitive platform.
In addition to being a super easy to use messaging feature, businesses can work with Quiq to implement bots and automate frequently asked questions. So far, we’ve seen that brands are excited about Business Messages because of the resulting high customer satisfaction (CSAT) scores, a decrease in call volume, and how quickly customer inquiries can be resolved on messaging.