24/03/2023
Google Chat for Google My Business is a brilliant little feature that allows people to real-time message your business.
BUT as always there are some things you need to know to use it properly.
Things you need to know:
👉 Answer your messages within 24 hours
Failing to do so could have your chat function turned off
👉 Never ask for customer’s personal details
This goes against GMB messaging guidelines. Move the customer off Google Chat and onto SMS or email if you need to request personal information
👉 Set up a good welcome message
It’s your chance to get a conversation going, make your first message welcoming and better still make it sound like you!
👉 Don’t ignore spam
Unfortunately, the evil bots can still message you but don’t just ignore them. Instead, be sure to mark them as spam or block the senders to avoid getting more spam in the future.
👉 Keep your conversation to the point
When a customer reaches out to ask a question, they want the answer to that question. Make sure you directly address the customer’s question or comment
BONUS:
👉 Keep your messages short(ish)
When a customer asks you a question using the GMB messaging feature, keep the answer as clear as possible and hold back on long version answers.
