Attention all business owners! As the digital landscape constantly evolves, Google is making some key changes to its Google Business Profile (GBP) features i.e. Googel Business Profile Chat and Call History. Here’s a heads-up for one that might impact your customer communication strategy: Google will be phasing out the chat and call history functionalities within GBP entirely by July 31, 2024.
Don’t panic! While this might seem like a hurdle, it’s also an opportunity to explore alternative solutions and potentially streamline your communication channels. This blog dives into the details of this upcoming change and equips you with the knowledge to ensure a smooth transition.
Understanding the Shift: What’s Happening with GBP Chat and Call History?
Here’s a breakdown of the timeline:
- July 15, 2024: Customers will no longer be able to initiate new chat conversations through your GBP. Existing chats will continue, but users will be informed about the upcoming shutdown.
- July 31, 2024: The chat feature vanishes completely. You won’t receive new chat messages, and access to your call history within GBP will also be discontinued.
While customers won’t be able to interact directly through chat, they can still discover and contact your business via Google Search and Maps. Ensure your Google Business Profile is up-to-date with accurate information, including website links, a compelling description, high-quality photos, and any other relevant details to provide a comprehensive view of your business.
Below is the screenshot of the mail from Google pertaining to this update:
Why Is Google Ending Chat and Call History?
Google hasn’t given a clear reason for this decision. They mentioned “streamlining operations” as the main factor for removing these features. The company aims to focus on more impactful tools and features for businesses, reallocating resources to solutions that are more widely used and effective.
There are speculations that low usage and an increase in spam could be influencing factors. Spam messages might lower response rates, which could negatively affect visibility in local searches. However, these are mostly speculations, and we lack substantial data to confirm them.
How This Change Impact Businesses?
The discontinuation of chat and call history will significantly change how businesses interact with customers on Google’s platform. Businesses will no longer be able to engage with customers through chat or access call history from their Business Profile.
Despite this, customers can still reach out to you via Google Search and Maps, and gather information about your business through website links, descriptions, photos, and other shared content.
Charting a New Course: Alternative Communication Strategies for Your Business
With the Google Business Profile chat and call history functions departing, here are some effective ways to maintain seamless communication with your customers:
- Embrace Messaging Apps: Consider integrating popular messaging platforms like WhatsApp Business or Facebook Messenger into your communication strategy. These offer convenient chat functionalities and allow you to share updates, respond to inquiries, and even provide customer support.
- Leverage Website Contact Forms: A user-friendly contact form on your website allows potential and existing customers to reach out with questions or requests. Ensure it’s mobile-optimized and easy to find on your website.
- Go Old School with Phone Calls: Don’t underestimate the power of a direct phone call! Clearly display your phone number on your GBP and website. Consider solutions like call tracking to gain valuable insights into customer calls.
- Explore Live Chat Options: Many website hosting services offer live chat functionalities that can be embedded on your website. This allows real-time interaction with visitors, potentially boosting conversions and improving customer satisfaction.
A New Dawn for Websites: Introducing GBPGM Site with Chat Feature
Remember how Google discontinued its business.site subdomain for Google Business Profiles in March 2024? Well, there’s a new solution in town: GBPGM (Google Business Profile Growth Manager). This FREE tool is going to launch GBPGM Site Feature and allows every Google Business Profile owner to create a beautiful and functional website. Plus, GBPGM offers a premium option with negligible charges that boasts a premium website feel and integrates a WhatsApp chat option – a fantastic alternative to the soon-to-be-discontinued Google Business Profile Chat feature. This is a great opportunity to establish a strong online presence and connect directly with customers through a familiar and convenient platform.
Remember: Consistency is key! Regardless of the communication channels you choose, ensure consistency across all platforms. This includes using the same business phone number, email address, and maintaining a consistent brand voice in your responses.
The Final Word: Embracing Change for Future Growth
While the removal of chat and call history from GBP might require an adjustment, it’s an opportunity to explore and potentially improve your customer communication strategy. By implementing some of the alternatives mentioned above, you can ensure your business remains easily reachable and continues to foster strong customer relationships.
Stay updated! Google might introduce new communication features within GBP in the future. Keep an eye on official announcements to stay ahead of the curve. This is a chance to adapt, explore, and potentially create a more efficient communication system for your business.