![]() This allows you to view which inbound customer calls have come from your Business Profile, which provides insight into your Business Profile performance and can play a significant role when collecting your analytics. This can help add a more “human” aspect to a chat feature, which many customers appreciate.Ĭall history is also a recent feature that businesses in the US and Canada can now access. Google also recently launched read receipts on chat so that both you and the customer know when either of your messages are viewed. It is also worth noting that 90% of customers rate immediate responses (10 minutes or less) as “essential” or “very important” when they have a question about a business, so responding quickly to your chat, Q&A, and reviews is incredibly important. As well, 83% of customers agree that they feel much more loyal to brands that respond and solve any complaints they may have, and this can be achieved through this chat feature. Through Google Search, you can view and respond to any message and manage reviews and Q&As all in one place.Ĭreating a simplified way of connecting with customers through chat is incredibly important, especially since this type of feature has the highest customer satisfaction rate compared to other customer service offerings, such as email or phone. To do so, you need to activate the chat feature for your business, and customers will be able to message you at any time by selecting the “Chat” button within your Business Profile. This can be a great way to engage with prospective and current customers and generate a greater customer experience. Other than claiming and verifying a business, Google Business Profile allows businesses to chat with customers directly from Search. Engage with customers using Google Business Profile However, going forward, you can use Google Search or Maps to update any information about your business. Note: If you already claimed and verified your business previously on Google My Business, you do not have to redo it. Additionally, businesses can resolve issues that their profile might have through Search and Maps, which can help ensure their business profile is up and running. Through this process, there is also the ability to see if a business profile is visible to the public or not, and Google will provide information on how to do so if it is not visible. This will be the new way Store A updates its information going forward. This can include their address, hours of operation, and images, and it can be completed without ever leaving Google Search or Maps. Once Store A completes the verification prompts, they can add key information that is visible to local searchers when their business profile appears on Google. The first thing they need to do is either search their business name on Google or via the Google Maps app, where they will be prompted to verify their business. How does it work? Let’s say Store A wants to verify their small business so that local searchers can discover them on the search engine. ![]() Although the search engine has offered businesses the ability to manage their listings directly in the search results for a few years now, Google prefers that small businesses (those with a single listing) manage their profiles using this Search/Maps method, rather than using the existing Google My Business web platform. Notably, the most significant change with Google Business Profile is the ability for small businesses to claim, verify, and manage their profile using Google Search or Maps. Claim and manage your Business Profile using Google Search and Maps This article will take you through what changes have been applied and what they mean for your business profile. Google My Business is getting a makeover! At the beginning of November, Google announced they have swapped the name of their local search tool to Google Business Profile and have implemented new, simplified ways for businesses to claim, verify, and update their profile on the search engine.
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