Question 1

What is Google's Business Messages (GBM)?

Accepted Answer

Google's Business Messages is a conversational messaging channel that combines entry points on Google Search, Maps and brand owned assets (such as website) to create rich, asynchronous messaging experiences that delight customers and drive more business results. With Google Business Messages, your customers can click the 'Message' button presented within Google search results to start a conversation with your business. It gives your business the ability to be available for your customers when they are actively looking for your services.

Question 2

Is there an API for Google Business Messages? How can I use it?

Accepted Answer

Yes, there is an API for Google Business Messages.
With the Google Business Messages API, your business can get featured in local searches, organic searches, and integrate with third-party tools for ordering, delivery tracking, customer support, etc. You can also provide competent assistance to customers, help them view your products and services with rich features such as carousels, suggested replies, videos and images.

Question 3

Can Google Business Messages (GBM) be used to scale brick and mortar stores?

Accepted Answer

Gupshup can help enable the 'Google Business Messages' option for the listing on Google Search and Maps to the individual stores, thus enabling customers to easily find and communicate with each store.

Question 4

What are the benefits of Google Business Messages (GBM) over web chat?

Accepted Answer

Some of the benefits of Google Business Messages are:
- Chat history persistence
GBM's persistent chat history enables brands to respond to customers for up to 30 days. On web chat, conversations usually cannot be continued after a few hours.

- Multiple discovery points
GBM chatbots are discoverable from multiple channels, like Google Search, Maps and websites whereas web chatbots are discoverable only from websites. This enables brands to reach more customers with ease, when they're looking for information.

- Ease of access
The quick access of GBM from search results helps consumers reach brands faster. This is another advantage over web chat which requires a user's presence on the website to initiate a conversation.

Question 5

Can Google Business Messages help engage with unsuccessful leads?

Accepted Answer

Since GBM chat history persists for a period of 30 days, brands can strategize on catering to cold leads and re-engage them contextually to progress them through the funnel without bloating acquisition costs. For example, when a prospect stops engaging with a brand because products of their choice were out of stock, the brand can reconnect with substitutes or send them an alert message when the products are back in stock.

Question 6

Does Google Business Messages work on iOS?

Accepted Answer

Yes, GBM is a mobile-first offering and is accessible to both android and iOS users through Google Maps and Google Search.

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