Google Business Messages is a function that allows customers to start a chat with your business directly from Google Search, Google Maps, your website, or Google Business Profile, explains an article by Search Engine Land.
According to the article, J.D. Power found that live chat is the leading contact method for online customers, with 42% preferring it compared to 23% for email and 16% for social media. Also, according to The Conversation, 67% of consumers prefer to chat with a business than speak to someone.
Google Business Messages can be used on the Google Business Profile and third-party apps.
The article explains that chats appear in your Business Profile Manager, and you can set up automated messages. Also, customers can see your personal name and profile picture when you reply to a chat message.
Google wants businesses to respond quickly to chats and remove the feature for your business if response time is slow or if you don’t respond to chats.