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

Having a Google My Enterprise (GMB) profile may be an effective 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 marketing whereas offering prospects with important data about your small business. However Google My Enterprise can be used for direct communication with prospects.

Google My Enterprise has a messaging characteristic that’s very similar to Facebook Messenger — it makes it straightforward for purchasers to achieve 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 cell.
  • The aim of the Google My Enterprise Messaging characteristic.
  • GMB Messaging greatest 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.

Which means that prospects can attain out to your small 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 immediate messaging.

While you activate the Messaging characteristic, 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 have interaction with your small business and ship you a message at any time of the day.

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

When you’re set, proceed studying to learn how to activate the Messaging characteristic and deal with messages on desktop and on cell.

Google My Enterprise Messaging on desktop

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

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

Right here’s the best 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 observe 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 small 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 already know when a buyer is ready for a response from you.

Google My Enterprise messaging on cell

Right here’s the best way to begin utilizing the Messaging characteristic on cell, 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 characteristic, 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’ll be able to 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

Study extra about this current replace right here:

use the Google My Enterprise Messaging characteristic

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

It’s an effective way to raise customer support

Within the digital age, prospects anticipate responses rapidly.

Google will conceal 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 approach 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 character 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 means to offer them with a memorable model expertise.

It may be an environment friendly approach to develop your small 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’ll be able to redirect prospects to a type the place they’ll 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 greatest 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 can too use your welcome message to inform prospects the best way to attain out to you exterior of enterprise hours.

Attempt to reply inside 24 hours

Attempt to answer messages as rapidly as you’ll be able to — if doable, inside 24 hours. In case you don’t, Google will doubtless take away the Message button out of your itemizing.

It is because Google needs to guarantee that prospects don’t affiliate the characteristic with an disagreeable buyer expertise. (Nonetheless, if you happen to do lose the button, know which you could reactivate it by turning it on once more.)

Word that when prospects seek for your small business and discover your GMB itemizing, they’ll see how responsive you’re. Certainly one of a number of response-time choices will probably be displayed in your profile:

  • Often responds in a couple of minutes
  • Often responds in a number of hours
  • Often responds in a day
  • Often responds in a number of days

Activate notifications

Ensure you see the brand new messages you’re getting! Understanding 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 small business may get messages which can be spam or had been clearly posted by bots.

However don’t simply ignore them. As a substitute, make 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 need 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. Be sure that to immediately deal with the client’s query or remark — they don’t need to hear about your new merchandise in the event that they requested a few refund!

Preserve it succinct

On the same observe, nobody needs a protracted, rambling message from a enterprise proprietor once they simply need to know if their favorite flavour soda is again in inventory. When a buyer asks you a query utilizing the GMB messaging characteristic, preserve the reply as succinct and clear as doable.

It’s okay if the client has some follow-up questions. With GMB Messaging, you’ll be able to travel — messaging is limitless!

Share photographs

You are able to do greater than alternate textual content messages utilizing Google My Enterprise Messaging. You can too share photographs with prospects. Keep in mind that sharing visuals may be an efficient and environment friendly means to assist a buyer and reply their question.

Take the dialog off GMB if needed

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

Asking for private info like a bank card quantity, a password or an deal with may have an effect on the client’s belief in your small business. However it’s also thought-about a violation of GMB’s messaging guidelines.

Bonus: Google My Enterprise Messaging welcome message examples

Listed below are a number 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 client, it invitations them to ask their query. This instance illustrates that the messaging characteristic is a means 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 doubtless get a solution to their question quicker 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 observe is brief and candy. In addition to welcoming the client, it asks how they will help. Plus, highlights the enterprise’s space of experience!

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

  • Preserve it brief. It doesn’t have to be greater than a few sentences!
  • Say good day, greet the client or thank them for connecting with you. You’re organising a relationship and making it private.
  • Ask a direct query. This can assist the client focus their query so you’ll be able to write a brief response that particularly solutions their question. Plus, it exhibits you need to assist!

You’re now prepared to begin participating with prospects through Google My Enterprise messaging. Keep in mind: that is merely one other device to interact immediately with individuals keen on what you provide. 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 through Google My Enterprise and all of your different social channels. Create, schedule and publish posts to each community. Get demographic information, efficiency stories and extra. Attempt it free at this time.

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