Monday April 26, 2021 By David Quintanilla
Google My Business Messaging 101 (Includes Examples)

Having a Google My Enterprise (GMB) profile may be a good way for companies of all sizes to spice up model visibility and get more customers.

This free advertising device from Google can be utilized to enhance your search engine optimization whereas offering prospects with important information about your online business. However Google My Enterprise will also be used for direct communication with prospects.

Google My Enterprise has a messaging function that’s very like Facebook Messenger — it makes it straightforward for purchasers to succeed in out to your model and ask a query or voice a priority. And, as data shows, having the choice to simply join with a enterprise makes prospects belief the model extra.

On this article, we’ll go over:

  • How Google My Enterprise Messaging works — on desktop and cellular.
  • The aim of the Google My Enterprise Messaging function.
  • GMB Messaging finest practices.
  • Google My Enterprise welcome message examples.

What is Google My Business Messaging?

In a nutshell, Google My Business Messaging is a free messenger device that helps prospects get in contact with you in actual time, straight out of your Google My Enterprise itemizing.

Because of this prospects can attain out to your online business immediately from search outcomes, with out having to undergo the difficulty of clicking via to your web site and in search of an e-mail deal with or cellphone quantity.

How does Google My Enterprise messaging Work?

Consider GMB Messaging as a type of prompt messaging.

While you activate the Messaging function, prospects will have the ability to see a Message button in your GMB itemizing. The button is seen when your profile comes up in each Google Search and Google Maps.

Google Merchandise Store message button

Utilizing Google My Enterprise Messaging, prospects can immediately interact with your online business and ship you a message at any time of the day.

In case you haven’t arrange a GMB profile and verified your online business but, comply with our guide to getting started with Google My Business.

When you’re set, proceed studying to learn the way to activate the Messaging function and deal with messages on desktop and on cellular.

Google My Enterprise Messaging on desktop

Google My Enterprise launched Messaging in 2017, however on the time, it was solely obtainable on cellular. Enterprise homeowners had to reply to buyer’s messages utilizing the GMB app on their smartphones. However that modified in February 2021.

Now, Google My Enterprise Messaging can be obtainable on desktop. For enterprise homeowners preferring to handle their model’s communications this manner, this replace makes managing on-line customer support simpler.

Right here’s the right way to begin utilizing Google My Enterprise messaging on desktop.

Step 1: Signal into your Google My Enterprise profile

Go to Google My Business, click on the Signal In button within the high proper nook and comply with the prompts.

sign in to Google My Business profile

Step 2: Navigate to Messages

Click on Messages, then Settings (the gear icon).

Step 3: Flip messages on

That’s it — prospects can now ship your online business messages immediately out of your GMB itemizing.

Step 4: Customise

Use customizations to make the messaging expertise as straightforward and nice for purchasers as doable.

Add a welcome message and ensure your notifications are on ,so you recognize when a buyer is ready for a response from you.

Google My Enterprise messaging on cellular

Right here’s the right way to begin utilizing the Messaging function on cellular, for each Android and Apple units.

Step 1: Obtain the app from Google Play or the App Retailer

Google My Business app download

Step 2: Flip messages on

When you register, navigate to Clients, then Messages, then choose Flip On. This prompts the function, making the Message button seem in your itemizing.

turn messages on

Step 3: Customise

Remember to add a welcome message and activate your notifications.

Do you know?

Manufacturers can now add GMB profiles to Hootsuite. This implies you may handle and reply to Google My Enterprise messages in actual time alongside all of your different social media interactions.

Google My Business All Streams

Supply: Hootsuite

Be taught extra about this latest replace right here:

Methods to use the Google My Enterprise Messaging function

Why allow Google My Enterprise Messaging, anyway? There are a couple of causes this may be advantageous to each your online business and your prospects.

It’s a good way to raise customer support

Within the digital age, prospects anticipate responses rapidly.

Google will disguise the Message button if a model doesn’t reply to a message inside 24 hours, encouraging manufacturers to prioritize customer support and reply to queries rapidly.

It’s a brand new solution to introduce prospects to your model

Google My Enterprise Messaging provides you an opportunity to get private together with your prospects. Write a welcome message that displays the persona of your model — prospects will see this message as quickly as they click on on the Message button, earlier than they even kind out their query.

Plus, speaking one-on-one with prospects is an effective method to offer them with a memorable model expertise.

It may be an environment friendly solution to develop your online business

Google My Enterprise is experimenting with two new messaging buttons. For choose companies in particular classes, a Request a quote button or Request a booking button is accessible.

request a quote for a business

With this button kind, you may redirect prospects to a type the place they will request a quote or make a reserving.

request a quote form

This performance helps companies transfer prospects down the gross sales funnel in a fast and friction-less expertise.

8 Google My Enterprise messaging finest practices

Arrange a welcome message

The welcome message is the very first thing a buyer sees once they click on on the Message button in your GMB profile.

Use it as a possibility to thank them for reaching out and ask how one can assist. You too can use your welcome message to inform prospects the right way to attain out to you exterior of enterprise hours.

Attempt to reply inside 24 hours

Attempt to reply to messages as rapidly as you may — if doable, inside 24 hours. In case you don’t, Google will probably take away the Message button out of your itemizing.

It is because Google needs to be sure that prospects don’t affiliate the function with an disagreeable buyer expertise. (Nonetheless, in case you do lose the button, know that you could reactivate it by turning it on once more.)

Be aware that when prospects seek for your online business and discover your GMB itemizing, they’ll see how responsive you’re. One in every of a number of response-time choices might be displayed in your profile:

  • Normally responds in a couple of minutes
  • Normally responds in a couple of hours
  • Normally responds in a day
  • Normally responds in a couple of days

Activate notifications

Be sure you see the brand new messages you’re getting! Figuring out when a buyer is ready for a solution from you is step one to assembly that 24-hour response time requirement and conserving the GMB message button lively in your profile.

Don’t ignore spam

Yup, it occurs. Your enterprise would possibly get messages which might be spam or had been clearly posted by bots.

However don’t simply ignore them. As an alternative, be sure you mark them as spam or block the senders to keep away from getting extra spam sooner or later.

To do that:

  • Go to Messages when logged into your GMB profile.
  • Click on on the message you wish to report.
  • Choose Block/Report spam and select the choice that is sensible.

In case you don’t report spam messages, they are going to have an effect on the response time displayed in your itemizing. In brief, ignoring any messages — even spam — will negatively have an effect on your response time.

Preserve the dialog related

When a buyer reaches out to ask a query, they need a solution. Make sure that to immediately deal with the shopper’s query or remark — they don’t wish to hear about your new merchandise in the event that they requested a few refund!

Preserve it succinct

On an analogous word, nobody needs a protracted, rambling message from a enterprise proprietor once they simply wish to know if their favorite flavour soda is again in inventory. When a buyer asks you a query utilizing the GMB messaging function, maintain the reply as succinct and clear as doable.

It’s okay if the shopper has some follow-up questions. With GMB Messaging, you may shuttle — messaging is limitless!

Share images

You are able to do greater than alternate textual content messages utilizing Google My Enterprise Messaging. You too can share images with prospects. Do not forget that sharing visuals may be an efficient and environment friendly method to assist a buyer and reply their question.

Take the dialog off GMB if mandatory

In case your reply to a query requires you to get delicate data from the shopper, don’t ask them to share via Google My Enterprise.

Asking for private data like a bank card quantity, a password or an deal with might have an effect on the shopper’s belief in your online business. However additionally it is thought-about a violation of GMB’s messaging guidelines.

Bonus: Google My Enterprise Messaging welcome message examples

Listed below are a couple of actual Google My Enterprise Messaging welcome message examples.

Instance 1: Google Merchandise Retailer

Google Merchandise Store

Why this works: This welcome message will get to the purpose. After greeting the shopper, it invitations them to ask their query. This instance illustrates that the messaging function is a method for purchasers to simply and rapidly get solutions to queries.

Instance 2: Cellphone Restore Philly

Phone Repair Philly welcome message

Why this works: This welcome message warmly thanks prospects for reaching out. It additionally lets prospects know they’ll probably get a solution to their question sooner in the event that they name the shop. This units up buyer expectations round response time.

Instance 3: Momentum Digital

Momentum Digital welcome note

Why this works: This enterprise’s welcome word is brief and candy. In addition to welcoming the shopper, it asks how they may also help. Plus, highlights the enterprise’s space of experience!

When writing your personal Google My Enterprise welcome message, bear in mind to:

  • Preserve it brief. It doesn’t must be greater than a few sentences!
  • Say whats up, greet the shopper or thank them for connecting with you. You’re establishing a relationship and making it private.
  • Ask a direct query. It will assist the shopper focus their query so you may write a brief response that particularly solutions their question. Plus, it reveals you wish to assist!

You’re now prepared to start out participating with prospects by way of Google My Enterprise messaging. Keep in mind: that is merely one other device to interact immediately with folks enthusiastic about what you supply. Preserve the communication easy, direct and pleasant, and attempt to reply as rapidly as doable. You possibly can’t go unsuitable!

Use Hootsuite to speak together with your prospects by way of Google My Enterprise and all of your different social channels. Create, schedule and publish posts to each community. Get demographic knowledge, efficiency studies and extra. Attempt it free at this time.

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