Google expands Business Messages feature


New Delhi: Google is now expanding Business Messages through Maps and Search to help businesses connect with customers.

Further, Google is adding a new level of flexibility, letting businesses integrate Business Messages directly with their customer service platforms.

Business Messages are currently available in English, with expanded coverage to other languages launching soon.

Business messaging is a feature that was first rolled out to Google My Business in 2017, and then expanded to Google Maps in 2018.

“Messaging has become such a valuable way to connect with customers that twice as many businesses are messaging via Google now, compared to last year,” Jake Mintz, Senior Product Manager, Business Messages noted in a blog post.

“Business Messages will also be available on mobile websites so that a business can add the ability to customers to quickly message right from their website and offer the same smart, automated replies, paired with live agent connection,” Google said.

Google recently introduced new smart replies, visual product carousels, and unique welcome messages to businesses. The tech giant has also made a customer service agent accessible so that it’s easier for customers to get in touch with a business.

Other than India’s MyGov, Woolworths which is Australia’s largest supermarket uses the feature. It allowed customers to search for products and see availability and aisle information at their local store and details about COVID 19 as well.Walmart, too, used businesses that helped customers find up-to-date information about store hours, pick-up and delivery options, precautions, and more.

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