No More Chat or Call History with Google Business Profile!

In a recent update, Google announced that starting July 31, 2024, they've bid farewell to chat features and call history tracking on Google Business Profile.

What Were These Features and Why Were They Useful?

Chat:

This feature enabled customers to message your business directly through GBP on Google Search and Maps. It provided a convenient way for real-time communication and lead generation, enhancing customer engagement.

Call History:

This feature keeps track of calls made directly through your Business Profile. It helped businesses understand how many calls they received and track their effectiveness in converting those calls into customers.

Why is Google Shutting Them Down?

Google stated, "These features have relatively low usage, and we're prioritizing focus on higher-impact features for merchants." This decision reflects Google's ongoing effort to streamline its services and concentrate on tools that provide the most value to businesses.

When Did This All Go Down?

July 15, 2024: This was the last day for customers to initiate new chat conversations. Existing chats  continued, and users were be notified about the upcoming shutdown.

July 31, 2024: Chat functionality ceased entirely. You no longer receive new messages within GBP.

Preparing for the Change

Download Your Data:

You have until August 30, 2024, to extract your chat history using Google Takeout. It will allow you to retain a record of past customer conversations for future reference.

Update Your Profile:

Since chat is going away, consider revising your welcome message to direct customers to your preferred communication methods, such as phone numbers, email, or social media handles.

Explore Alternative Solutions:

Many communication platforms integrate with business operations. Look for options like SMS marketing, live chat software, or social media messaging features to continue real-time interactions.

Our Alternative Solutions

AI-Assisted Website Chat:

One of the best alternatives to Google’s discontinued chat feature is our AI-Assisted Website Chat. This powerful tool encourages immediate communication with customers and clients, significantly increasing the number of leads acquired. With intelligent response capabilities, it can handle common inquiries, freeing up your team to focus on more complex interactions.

Unlike the now-defunct Google chat, our AI-Assisted Website Chat operates 24/7, ensuring no customer query goes unanswered, no matter the time of day. Plus, it seamlessly integrates with our existing CRM systems, providing a holistic view of customer interactions and ensuring nothing slips through the cracks.

Social Media Messaging:

Leveraging social media messaging platforms like Facebook Messenger, Instagram Direct, and Twitter DMs can significantly broaden your reach and engage with your audience directly. These platforms provide a familiar interface for customers, making it easier for them to connect with your business. Integrating social media messaging into your communication strategy allows for direct, real-time engagement, fostering stronger customer relationships.

SMS Marketing and Communication:

Using SMS marketing tools enables you to send personalized messages, updates, and promotions directly to customers' phones. With high open rates and immediate communication capabilities, SMS marketing ensures your messages are seen and acted upon promptly. This approach is perfect for time-sensitive offers and updates, and it easily integrates with broader marketing campaigns. Consider using tools like Twilio, EZ Texting, or SimpleTexting for effective SMS communication. Our preferred platform for SMS marketing is Brevo. We can hook you up!

Email Automation:

Setting up email automation allows for personalized, timely responses to customer inquiries, follow-ups, and promotional content. Automated emails can enhance customer engagement by providing relevant information exactly when needed. Detailed analytics and segmentation capabilities ensure that your messages are targeted and effective, making email automation a powerful tool for maintaining customer relationships. Leading platforms include Mailchimp, HubSpot, and Brevo! (We prefer Brevo ;)

Ready to explore new ways to connect with your customers? Launch one of these alternative solutions today and keep your communication channels vibrant and effective! Contact us to get started!