Google is expanding the ‘Google My Business’ in Google Search and Maps to help businesses receive and reply to customer queries systematically through its ‘Business Messages’ feature. This feature was first used in 2017, and later expanded it to Google Maps in 2018.
As a growing number of businesses are using this platform to communicate with their customers, they are planning to install this feature on more mobile websites.
In India, MyGov was among the first to test this feature. Users could access information about food, shelter, and COVID-19 related information. They were able to answer live questions from Indian citizens regarding COVID-19 helplines and methods to volunteer and donate to night shelters across the country.
Businesses can communicate through Google’s Business Messages either via SMS (Android) or Google Maps (iOS). They can resort to welcome messages, relevant product carousels, smart replies, or a combination of three to respond to their customers. However, if a business does not reply within 24 hours, Google will restrict it from using this feature.
The messaging feature is however optional. By default, the feature is kept off. Those who wish to receive messages can just enable in the Google My Business dashbord. Businesses that choose to not receive messages from customers or cannot keep up with them can simply turn off the feature.
Currently, Business Messages is available in English and is touted to expand its coverage in other languages soon.