Google has been offering features and tools that help businesses reach out to customers or vice-versa. One of them is the business chat feature in Google My Business. It enables customers to ping the businesses regarding any queries they may have or complain about products/services.
Google will discontinue this feature including call history beginning July 31, 2024. Google says that the feature is underutilised. Instead, the company will be redirecting its efforts towards deploying more impactful features.
Google’s Statement
Google issued the following statement about the removal of the chat feature and call history.
“We are reaching out to share that we will be winding down Google’s chat and call history features in Google Business Profile on July 31, 2024. We acknowledge this may be difficult news – as we continually improve our tools, we occasionally have to make difficult decisions which may impact the businesses and partners we work with. It’s important to us that Google remains a helpful partner as you manage your business, and we remain committed to this mission.”
Changes to Google My Business explained.
Beginning July 31, 2024, you’ll not be able to use or find the chat feature in Google My Business. Customers can still find and contact your business through Google Search and Maps. So, new chats cannot be initiated from July 15, but you can download your chat history with customers till the shutdown date.
From July 31, 2024, the feature will be taken off and you’ll not be able to receive any new chat messages.
Issues that businesses may face
- Confusion: Customers who are accustomed to the feature may feel confused due to its sudden removal. Hence, communication on alternatives is important.
- Business opportunities: This feature has been quite useful in addressing customer queries or complaints and even capturing leads. Hence, there could be a gap until your business figures out an alternative.
- Live engagement: This feature allows live interactions with customers and hence, may cause decline in sales or failure to address product/service issues quickly.
How do I communicate with my customers?
Alternatively, you can try these modes of communication.
1. Phone calls: That’s quite a reliable way to communicate with your customer. Keep it updated on your GMB listings.
2. Contact forms: A good and easily accessible contact form on your website can help your current or potential customers contact you easily.
3. Messaging apps: Google offers messaging app integrations on its business profiles. An example is WhatsApp. You can highlight this aspect well to your customers.
Google may introduce new innovative features for its business profiles in the coming future but you needn’t wait till then. Try implementing the above while remaining updated about the latest moves.
There are many options available as alternatives to ensure that you don’t miss out on good leads and also help your customers address concerns. Time matters in business. So, explore and you’ll find an effective solution to help your business maintain its edge.
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