Google has announced beginning July 31, 2024, the chat feature in Google Business Profile (GBP) will no longer be available. It is being phased out.
GBP chat has been a popular tool for businesses to engage with customers directly from their profile. It allowed for real-time messaging, making it easier to handle inquiries and customer service directly from search results and Google Maps. However, Google is now transitioning away from this service, encouraging businesses to explore other customer engagement options.
Dates To Remember
July 15, 2024 – Users will no longer be able to start new conversations with your business on Google. GBP user will be notified of this change.
July 31, 2024 – The chat feature will be removed entirely.
August 31, 2024 – Deadline to download chat records.
For more detailed information on this, and to get answers to FAQ’s, visit the Google Business Profile Help Center.
While the convenience of handling inquiries directly from Google search results and Maps will be missed, businesses have several alternative ways to stay connected with their customers.
What Should Businesses Do?
- GBP Chat Records: Past GBP chat records will be available to download until August 31, 2024 through Google Takeout.
- GBP Contact Information: Make sure your other methods of communication are available and up to date on your GBP, such as your phone number and website so consumers can still contact you.
- Leverage Other GBP Features: While the chat feature is being phased out, GBP still offers numerous tools for businesses, including reviews, posts, and Q&A sections. Make sure to keep your profile updated and use these features to maintain engagement.
- Chat Feature On Website: If your preferred method of customer engagement is chat, be sure to integrate a chat feature on your website and place this website on your GBP. You can also add your social media profiles to your GBP and have the messaging feature enabled.
- Enable Forms: Having a form on your website allows visitors to ask questions and request information. You should engage quickly with these inquiries or set up an automation to automatically engage with potential buyers. Forms are also a prime way to convert more leads into paying customers.
In conclusion, stay proactive, keep your profiles updated, and explore new ways to connect with your audience to ensure continued success in customer engagement. Better yet, have the Google Business Profile experts at 99 Calls optimize and manage your profile.