June 25th, 2020
People develop loyalty to the brands that make it easy to purchase products and services and connect with their customer support. Google has built digital tools to help brands do this, including the ability to message customers through Google Maps and Search, via Google My Business. Messaging has become such a valuable way to connect with customers that twice as many businesses are messaging via Google now, compared to last year.
Today we’re expanding Business Messages in Maps and Search to support all kinds of businesses, and giving them the ability to integrate Business Messages directly with their customer service platforms. Business Messages provides brands a comprehensive messaging solution across Android devices, and through Maps on iOS. To improve connections with customers, we’ve recently introduced new smart replies, visual product carousels, and unique welcome messages. There’s also a smooth transition from automated replies to a customer service agent, so that it’s not disruptive when the customer messages a business.
Several organizations, including Woolworths, Walmart, and MyGov were among the first to try the updated Business Messages experience to make customer care more effective and efficient, particularly during COVID-19. Woolworths, Australia’s largest supermarket, allows customers to search for products and see availability and aisle information at their local store, plus get details about hours and COVID-19 related updates to make shopping easier. In just a few messages, Walmart lets customers quickly find up-to-date information about store hours, pick-up and delivery options, precautions, and more. And MyGov, with partner Amplify.ai, is providing help and answering live questions from Indian citizens about hours, COVID-19 helplines, and ways to volunteer and donate, for more than 11,000 food and night shelters across India.
A number of brands are using Business Messages to sell products and answer customer questions along the way. Mattress Firm, with messaging partner Podium, is successfully selling mattresses directly through Business Messages by sharing videos and product information, even while stores were closed due to COVID-19. DISH, with a partner 7.ai, has seen a reduction of more than 22 percent on average handle time using Business Messages features compared to other messaging channels.
As brands connect with their customers via Business Messages, we’re experimenting with more ways for them to highlight this communications tool on Search. Business Messages will also be available on mobile websites so that a business can add the ability for customers to quickly “Message” right from their site and offer the same smart automated replies, paired with live agent connection.
Business Messages are currently available in English, with expanded coverage to other languages launching soon. Brands and messaging partners can sign up to access the Business Messages API and developer documentation. We also have partners ready to help brands optimize their messaging flow with engaged customers. Businesses can also still manage messaging through Google My Business.