Big News for entrepreneurs and SEO experts! Another major update from Google is that the Google Business Profile Chat and call history will soon come to an end.
From July 31st, you can no longer have quick, in-the-moment conversations with your clients directly from your Google business profile.
Google appears to be having a lot of fun recently, always introducing new features and altering the algorithm, which keeps us SEO specialists on our toes.
This time, they are withdrawing a crucial resource on which many businesses have come to rely. But that’s Google for you: always aiming for perfection.
Google Business Profile (GBP) is a free tool that puts your business on the map, quite literally.
This is especially important for businesses that target local clients, as GBP bridges the gap between a customer’s need and your service.
The Near Me Factor
GBP capitalises on the “near me” search trend. When people do searches like a particular service near me, google prioritises businesses with optimised google business profile listings.
That is, your business appears in top search results when the customers are actively looking for services in your area, which increases your chances of attracting customers.
So, What's the Deal?
Here’s the Google Business Profile Chat Countdown:
From July 15th, 2024, customers weren’t able to start new chats with you anymore.
July 31, 2024: The Chat Feature Gets Completely Cut Down. No More Incoming Messages.
You will not be able to connect with customers via chat and view customer call history in your Business Profile.
Now, this doesn’t mean your customers can’t reach you anymore.
They’ll still find you on Google Search and Maps, and also continue to get calls from your business profile.
But they’ll have to use those good old-fashioned methods like phone calls, emails, or visiting your website or physical location.
Why Chat Was Important
Direct Communication: Instant Connection For Inquiries And Real-Time Support. It results in increased customer satisfaction and loyalty.
Identify the status of business: Chat allows you to quickly identify faults with your product or service and take immediate action to resolve them, which can help you maintain your company’s online reputation.
Increased Engagement: Fostered Interaction And Stronger Customer Relationships.
Lead Generation: Captured potential customer information and facilitated conversions.
Improve Local SEO: Active engagement can create a positive impact on local search ranking.
Convenience: Enabled on-the-go communication and instant responses.
Competitive Advantage: Offers a more responsive and interactive customer experience.
Increase conversions: The chances of conversion rate is higher in the direct conversation.
Promotions: Chat allows us to immediately market new events, products, and services to customers.
Why is Google Doing This?
While Google hasn’t officially given any solid reason, they claim it’s all about improving the overall user experience.
We can speculate on the reasons behind Google’s recent major update.
It could be due to privacy and security concerns, technical constraints, or the introduction of new services or updates.
They want to make sure the features they offer are actually useful and valuable to both businesses and customers.
So, they’re cutting the chat and call history feature, which they say wasn’t adding much value.
What Can You Do About It?
1. Download Your Chat History
Before July 31st, make sure you grab all your past conversations using Google Takeout. It’s a good idea to have a record of those interactions.
2. Update Your Google Business Profile
Ensure that all your contact info is up-to-date and accurate. Make sure your phone number, email address and website are linked with google business profile properly and it is well displayed.
3. Explore Alternative Communication Channels
Consider adding live chat to your website or using social media messaging to connect with customers.
Don't Panic! There Are Still Plenty Of Ways To Keep In Touch With Your Customers
Create a live chat feature or other direct contact options on your website.
- Make sure to include contact information in posters and images submitted to your Google Business profile and other online media.
- Provide clear contact information that leads directly to a representative.
- Include contact form on your website. This is a convenient way to connect customers to you.
Make sure to list in 3rd party review sites, have messaging or other contact features.
- Use messaging features on platforms like Facebook, Instagram, and other social media
- Offer customer support through WhatsApp or other messaging apps.
- Respond to all feedback and reviews on google business profile.
Google's Commitment to User Experience
Google is all about that user experience.
They are constantly experimenting in their algorithms to ensure people get the best possible results when they search online.
Maybe it creates difficulties for some businesses, but it’s all part of Google’s mission to provide the most relevant and helpful information to users.
The AI Generative Search Update
Speaking of new features, Google’s recent AI Generative Search update is another game-changer for businesses.
This technology has the potential to shake up organic search results, making it even more crucial for businesses to optimise their online presence and stay ahead of the curve.
With AI-powered search, the competition for those top spots is getting more dense.
A short note about previous updates in google business profile;
- Google My business was launched on June 2014
- Google introduced a website builder tool integrated into Google My Business on November 2015
- A messaging feature was added to allow businesses to communicate directly with customers on May 2016
- Google introduced short names and URLs for businesses on July 2018
The GMB app was redesigned for managing profiles on mobile devices on November 2018
- Google added new performance metrics to Google My Business on June 2019
- Service menus were introduced to allow businesses in certain categories to showcase their services directly on their profiles on November 2019
- Google released an updated Google My Business interface with additional features in November 2020.
In April 2021, Google officially rebranded Google My Business to Google Business Profile.
- Enhanced messaging capabilities were introduced to allow businesses to respond customer messages directly from Google Maps and Search on July 2021
- Google introduced a product editor tool for businesses to showcase their products directly on their profiles on September 2021
- Google expanded attributes for businesses to specify services and amenities they offer, and provided more detailed insights into profile performance metric on January 2022
The Bigger Picture
This change is just another reminder that the digital landscape is constantly evolving.
As businesses, we need to be adaptable and willing to embrace new technologies and strategies to stay ahead of the game.
While the Google Business Profile chat feature may be going away, there are plenty of other ways to connect with your customers and grow your business online.
Be Proactive
Look beyond the situation and take it as an opportunity to improve your content. Ensure high user experience, a leading ranking factor according to Google. Instead of blaming AI for dropping results, leverage it to your advantage. It may sound cliché, but being proactive is the only way forward.