Companies need to provide customer service, especially when they are taking on custom orders. You can’t ignore a customer who emails you asking a question. Even if it takes you a while to reply, you have to do your best.
This used to mean that you had to spend hours writing long emails on your computer. But now it is easy with Google’s Business messages.
Google’s Business Messages allows potential customers to get help and support via real-time chat regardless of the time.
Let’s talk about how to use Google’s Business Messages for engaging with customers.
What are Google’s Business Messages and Why Are They Important?
Google’s Business Messages offers free customer support via live chat. Customers can reach you directly through Google’s search results.
Customers will appreciate the fact that you are available after-hours to answer their questions and build trust. This will increase your chances of closing sales.
Google Business Messages is not used by your competitors. You’ll offer a better value proposition to customers at the beginning stages of their buying journey.
What does Google Business Messages look like?
A user will see your Google Business Card when they search for your business online. You can do this through Google Drive.
Google Business Cards contain actionable buttons that users have the ability to click to contact the company, visit their website or obtain directions. Users will also see the button “Message” if Google Business Messaging is enabled.
Allow potential customers to reach you directly through search engine results pages. This will allow you to build stronger relationships and increase conversion rates .
How to set up Google’s Business Messages
1. Google Business Messages for Desktop
- Google Business Profile search
- Register or create an account
- Select ‘Messages’ in the menu options on the left side.
- You will see a blue button that says, “Turn on messaging.” Click this button to activate your Google Business Messaging. Potential customers can reach you directly via the search engine results page.
2. Set up Google’s Mobile Business Messages
- Get the Google Maps App.
- Click “Updates”
- Tap “Messages”, then “Business”.
- Tap “…”, then “Settings”.
- Then you can turn the messages on and off
Interesting read: How to optimize a Google Business Profile Listing
Five Tips to Use Google’s Business Messages
Let’s take a look at how Google’s Business messages can be used to engage customers.
1. Rapidly Respond to Messages
There is no better time than the present. Modern consumers expect immediate solutions and don’t want to wait. A recent survey revealed that 88% of respondents expect their messages to get responded to within one hour.
Google Business Messengers helps to meet these expectations. It allows instant messaging between business and leads, and also allows for new contacts to be made.
If a potential customer of a VoIP company asks “What is a virtual number?” on the chat function, they’ll be able reply immediately and let you know.
Users won’t have to click around looking for ways to contact us, and they can instantly use the ‘Message’ button to reach out to us. This will allow them to start their buying journey.
2. Spam is constantly checked and reported
Spam is now a common problem online. It can also get into your Google Business Messaging.
Spam messages can frustrate and discredit businesses. Spam messages can be frustrating and confusing. It will not reflect positively on your business to genuine users.
Google allows you to block spam users and report them as spam. To report spam, click on the exclamation symbol in the upper right corner near the trash can.
3. Do not turn on notifications
You’ll never miss a customer question again with notifications that notify you when someone contacts you.
You can personalize your notifications to appear for these:
- Comment from a new person on your Business Profile
- You gain a new follower, or book a client.
- Information about your account
- Information about new features and updates
Enable notifications to ensure that you are always able to reply to customer questions and complaints immediately.
Sign in to your Google Business Profile, then select View Profile. Tap Menu, then Email Notifications. Find the notification that you wish to activate and toggle it on or off.
4. Make a welcome message
The first impressions are the most important. This is why it is so important to create the right welcome message. Interactive content can help you stand out.
This will be their first impression of your business. It is important to sound friendly and approachable. A successful welcome message can increase customer engagement by 33%. This can have a huge impact on your bottom line.
Google displays welcome messages when users click the button to contact your business. You can thank users for contacting you and list how you can assist.
Your welcome message is the first interaction between your company and your customers. You want to give maximum value in this brief .
Here’s an example.
Welcome! We are glad you reached out. We are happy to help you with any question. For an immediate response, please leave a message. We will respond to your question within 24 hours em>
5. Keep the Answers Straight and to the Point
After being bombarded with information, customers shouldn’t feel more confused. Instead, customers should receive direct and concise answers.
This will make it easier for customers and employees to understand your messages. It will also save time because you won’t overreact.
If a customer inquires when the latest version of your call center software will be released, you should respond “Hi Mark.” The latest version will be released next Friday. Find out more at this link.
Instead of saying “Hi Mark”, we would like to say “Thank you” for reaching out with your message. This is a common question and we are glad you asked. We have released an update to fix the bugs after many customers had issues with the previous software version. We expect the software update to be available by Friday. However, it is not possible to guarantee that it will be released at this time.
Nine out of ten customers don’t need any additional information. They just want the answer to their question.
Google Business Messages: Benefits
1. Offers personalized support
Google’s business messaging allows users to send personalized and engaging messages directly from the Google results page. This can be a way for a customer to feel more like they are talking to a friend, family member, or a stranger at work.
Businesses can also add images, videos and emojis, which make messages more personal and engaging.
Consumers today expect personalized experiences throughout their buying journey. To ensure the best personalized experience, link your Google Business Messenger efforts with your CRM and other customer database to create a customized experience.
2. Automate customer touchpoints
It is possible to integrate Google’s Business Messages in any existing ecommerce software, social media management software , or messaging service that you already use .
To start chatting with customers and support them along their journey, you can create up five welcome messages in Google Business Messages.
Take a look below at Levi’s for an example. To respond to customer questions faster and more efficiently, they have integrated Google Business Messages with a bot.
3. Increases your Availability to Customer Inquiries
Your availability to customers is increased by being present on Google’s Business Messages. This will allow you to respond more quickly to customer inquiries regardless of where they are coming from.
Customers and businesses both benefit from being immediately accessible.
Businesses can handle more customer queries, which means they can serve more customers. Customers will appreciate the efficient support and service provided by Google’s search engine. This will help them save time and money.
Interesting read: 7 Social Media Tips for Better Customer Service
What can SocialPilot do for you?
After you have set up your Google Business Messages account, SocialPilot is a great way to get the most from your Google Business Profile. You can keep active on Google Business through advanced scheduling by posting engaging content.
To curate content unique to your company, you can use GIFs, images and emojis. It can be integrated with Canva to add custom CTAs, giving your posts an edge over the rest.
You can also use it to make your processes more efficient. With smart and bulk scheduling, you won’t miss an opportunity for your Google Business Profile to grow.
Google’s Business Messages can be used to provide top customer service and keep potential customers interested.
Your brand will be able to create welcome messages, personalized responses and automated responses to make it stand out from the rest in terms of reputation. You can also make sure your customers are satisfied by being accessible when they need it.
Google Business Messages can show prospects and customers that you are willing to go the extra mile. You’ll also be able to increase efficiency and your bottom line with automation integration.
SocialPilot’s first article, How to Use Google’s Business Messengers to Improve Customer Service, appeared first on SocialPilot.
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