Integrating Google Business Messaging To Improve Customer Engagement
How often have you shopped from an online platfrom? In 2021, the total number of digital buyers was 289 million in India. The number of digital buyers is likely to increase to 378 million by 2025. In 2021, the total number of digital buyers was 289 million in India. This number of digital buyers is likely to increase to 378 million by 2025.
In the ever-evolving Indian market, skyrocketed by the rapid growth of online marketplaces and constant technological advancements, e-commerce has emerged as a vital pillar of the modern economy. It offers both buyers and sellers unprecedented convenience and accessibility, reshaping the way we engage in shopping and conduct business.
This dynamic landscape continuously influences our shopping habits and business practices. However, in this modern era, personalisation stands out as a pivotal element in the buyer’s journey. Exceptional eye care brands, for instance, can employ cutting-edge techniques like 3D try-ons, personalised email campaigns, customised promotional offers, and AI chatbots on their websites. These approaches create a tailored shopping experience that resonates with customers.
In today’s business world, what truly matters is providing diverse avenues for customers to engage with products, ultimately leading to successful transactions. Amidst all these advancements, it’s essential to recognise that one of the primary tools people use to search for products is Google search. Without the need for any third-party applications, Google search displays products directly, allowing users to seamlessly transition to e-commerce platforms.
Herein lies the untapped potential of Google Business Messaging, a component often overlooked by modern businesses. While this feature exists, many brands fail to realise its profound impact on the buyer’s journey. Google Business Messaging represents a critical space where customers can directly connect with brands, making it a key player in creating a seamless and engaging path toward product purchase.
Table of Contents
Introduction to Google Business Messaging
How does Google business messaging work?
Why do Leading E-commerce sellers have GBM?
GBM allows businesses to display a messaging icon directly in Google Search and Maps results. This increased visibility can lead to higher click-through rates and better discoverability.
Customers can initiate conversations with businesses directly from Google Search or Maps, eliminating the need to visit the website or make a phone call. This convenience is especially appealing to mobile users.
Businesses can use GBM to capture leads and inquiries from potential customers who are actively searching for products or services. This can lead to increased conversions and sales opportunities.
Google business messaging is a tool that can enhance the overall customer experience and contribute to business growth and success.
Why do brands use Google Business Messaging?
Research & Recommend
Step-by-Step Guide for Setting up GBM
Step 1 Verify Your Business on Google
Ensure your business is verified on Google My Business. If not, go to the Google My Business website and follow the verification process.
Step 2 Update Your Business Information
Log in to your Google My Business account.
Click on the location you want to enable GBM for.
In the left-hand menu, select “Messaging.”
Provide a reliable phone number for customers to reach you. This should be a number where you can receive SS messages.
Step 3: Download the Google Business Messages App
Download the Google Business Messages app from the Google Play Store or Apple App Store.
Log in using the same Google account associated with your business.
Step 4: Set Up Automated Greetings
In the Google Business Messages app, navigate to “Automated Greetings.”
Create personalized automated welcome messages for customers.
These messages should be warm and informative, guiding customers on how to use GBM to reach you.
Step 5: Enable GBM on Your Website
If you have a website, integrate the GBM chat widget. Google provides code for this integration.
The chat widget will allow customers to initiate conversations with your business directly from your website.
Step 6: Train Your Team
Ensure your customer support or sales team is trained to respond promptly to GBM inquiries.
Familiarize them with the GBM app and its features for efficient communication.
Step 7: Monitor and Respond to Messages
Regularly check the GBM app for incoming messages from customers.
Respond to inquiries promptly, providing helpful and relevant information.
Step 8: Gather Feedback and Improve
Use GBM’s analytics tools to gather insights into customer interactions.
Analyze data to identify areas for improvement in customer engagement.
Step 9: Promote GBM to Customers:
Let your customers know that they can reach you through GBM. Promote it on your website, social media, and in-store if applicable.
Step 10: Maintain Consistency and Quality
Ensure that your responses via GBM align with your brand’s tone and values.
Aim for a high level of customer service and engagement to build trust and loyalty.
Now having this as a great business message experience, one of the essential elements is to monitor these conversations.
Having various platforms to monitor customers and reply to conversations like emails, responding on Social platforms, and responding on your own company’s website can be a major challenge and adding Google business messaging will be an additional platform to monitor and respond to customers.
Having such a necessary platform, a key factor is to centralize all of your conversations across all channels into one single thread with an Inbox & case management system.
Challenges for managing GBM
Data Collection and Access
GBM enhancement with Locobuzz
Locobuzz’s Integration with Google Business Messaging (GBM) offers a host of powerful features that can revolutionize your customer engagement:
Respond to Customers Right From Search
Centralize Conversations in Inbox
Power of Smart Automation with Bot Journeys
Instant, Easy-to-Read Reports
Serve customers, anywhere, anytime
With Locobuzz’s integration, you can effortlessly extend your customer service to various channels. Whether customers reach out through GBM, social media, your website, or other platforms, Locobuzz ensures a consistent and efficient response. Allowing you to respond to customers within a single platform without the need for tab-switching, this streamlines agent efficiency.
Connect CRM with Data Collected Over Chat
Distinguish Your Brand
By having this powerful tool, the need to connect with your customers seamlessly and meaningfully has never been more pressing. Locobuzz is an emerging leader in pivotal solutions to elevate your brand’s customer engagement.
By bringing this powerful tool into your arsenal, you’re not just meeting customer expectations; you’re exceeding them.
The ability to centralize conversations, harness smart automation, access insightful reports, maintain an omnichannel presence, and enrich CRM data lays the foundation for remarkable customer experiences.
The key to success in the modern business landscape lies in adaptability and innovation. With Locobuzz and GBM, you’re not only keeping up with the times; you’re forging ahead, ready to offer exceptional service to your customers, anytime, anywhere. Embrace this transformative duo, and watch as your brand’s reputation soars, customer satisfaction skyrockets, and your competitive edge sharpens.
Don’t wait for the future; seize the moment, and let Locobuzz empower your brand to thrive in the age of customer-centric excellence. The hour to implement this dynamic combination is now, and the opportunities are boundless.