Conversational AI x Google Business Messaging

Conversational AI x Google Business Messaging

Have you begun using Google Business Messaging (GBM) to communicate with your clients? 

In today’s world, Google is a tremendously effective marketing tool. It’s much handier now that it has a messaging capability.

Google Business Messaging is a new way for businesses to communicate with their customers via Google search results. 

GBM was first released in 2017 and was exclusively available for text messaging.

However, businesses may now use the Google My Business app to access this function and be available to clients 24 hours a day, seven days a week. 

Google helps organizations expand at a spectacular rate by combining various data, resources, and tools.

It provides firms with an end-to-end marketing and branding solution. From a simple company listing to displaying ads and search engine ads, Google caters to any and all types of target audiences.

The only thing left to do is optimize the business accordingly. 

What is Google Business Messaging, and how does it work?

Conversational AI x Google Business Messaging

GBM (Google Business Messaging) is a communication channel for businesses that allows them to send and receive messages from Google Search and Maps to their Google My Business listings.

It began in 2017 as an SMS tool that could be used for mobile device searches. Google Business Messenger would allow businesses to respond to and communicate with their customers using text conversations.

With the advancement of technology, Google Business Messenger was made available on desktop computers in 2021 through the Google My Business app.

Because consumers are using messaging to connect with businesses, this provides a mechanism for businesses to interact with their prospects. 

People and businesses may simply learn about each other and engage without any delays or obstacles thanks to this function.

This tool allows customers to ask questions or voice concerns more quickly and easily, resulting in a better customer experience. 

Google Business Messages and Google My Business Integration

Conversational AI x Google Business Messaging

Businesses that operate from a single location can make use of Google Business Messaging, which is completely free and has no processes or complications.

It can be linked to your Google Business or Google Maps organic search results. 

1. Only Google Business Accounts can use Google Business Messaging. You’ll need to make one if you don’t already have one.

2. Once you’ve created a business account, double-check that you’ve included all of the necessary information, such as working hours, address, photographs, and contact information. 

3. Go to Settings > Messages > Turn on the Messages toggle to enable Google Business Messaging. 

4. Create a welcoming message for your customers that is both brief and interactive. 

By following these simple procedures, your company will be able to provide clients with the opportunity to learn about your brand through messages. 

Points to Remember When Using Google Business Messaging

Conversational AI x Google Business Messaging

1. Create an engaging Welcome Message

When customers click the message button, they receive a welcome message from the company.

Businesses must make the most of this opportunity in order to avoid missing out on potential customers. “Welcome to business name!!” is an excellent approach to greet your customers.

“How may I be of assistance to you today?” You can, however, write your own welcome message if it is more convenient for you.

2. Respond within 24 hours

The response window for Google Business Messaging is open for 24 hours.

A firm must respond to its customer within this time frame, or the window will be closed. In an ideal world, a company should respond to its clients within 60 seconds (minimum wait times).

Because when someone searches for you on Google and comes across your business listing, the intent is high, and firms must make this a priority.

Turn on notifications in the Google My Business app on your phone to receive notifications as soon as a message arrives.

For example, Google provides the average response time of a firm, which is usually within a few minutes. This gives the buyer an idea of how you do business. 

3. The topic of discussion must be pertinent

Look for customer questions before upselling or cross-selling your products.

They don’t want to hear about your new products or a discount offer if they need to know about their product delivery status. 

4. Keep it short and sweet

Sending extended, cheesy messages isn’t a smart idea. Customers may become irritated by your marketing communications and cease contact with you.

Understand the concerns and react as simply and clearly as possible. However, clarity must not be sacrificed in the name of conciseness. Verify that clients receive the response they expected. 

Conversational AI and Automation for Google Business Messaging 

You now have access to the amazing combo of search engine chatbots and conversational AI. Customers may be astounded by the customer

service that businesses will now be able to deliver via Google Business Messaging as a result of this combination. 

Customers do not need to go to websites, apps, or any other platforms to get customer service. It’s right where customers are looking for it: on Google. 

Large businesses with multiple locations are unable to answer queries and utilise the full potential of Google Business Messenger.

This could be due to the large number of customers that firms have. Businesses can increase the speed, quality, and performance of their Google interactions by combining Conversational AI and Automation with Google Business Messaging. 

For Google Business Messaging, the Advantages of Automation and Conversational AI 

Instant question resolution with AI: Businesses may easily automate Google Business Messaging utilizing automation and conversational AI depending on the queries they receive on a regular basis.

This will dramatically reduce wait times and improve customer satisfaction. 

Customer Experience (CX) and Artificial Intelligence (AI) are merging to provide a brilliant customer experience.

Customer experience is taken care of with Google Business Messaging (GBM). Businesses can improve their customer experience by automating it. 

Customers can settle their complaints at any moment after your Google Business Messaging chatbot has been automated. There’s no need to wait

for live agents or customer service representatives. Live agents can easily take over a discussion in the event of a complex situation. 

Finish up 

With the real application of these technologies with Google Business Messaging, you’ll learn a lot more about Conversational AI and Automation. 

Speak with our specialists to get an AI chatbot on platforms like Google Business Messaging, Whatsapp, Instagram, and more than 100 additional channels.

They can advise you on what is best for your company and set up a demo so you can see how YugasaBot can elevate your customer service to new heights.

Read More: Conversational AI in Banking: The Top 10 Use Cases in 2021

About Bhavika Juneja

Sr. Consultant at Yugasa Software Labs
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