According to Google in 2021, 85% of consumers would like to be able to message brands directly, and another study showed that 72% of customers are more likely to buy from a brand they can chat with. Additionally, 63% would be willing to make the switch to a company with messaging capabilities.
In an effort to improve service and sales, many businesses with a Google Business Profile (GBP) use the chat feature to talk with customers. Unfortunately, Google recently released some bad news that will significantly impact these business owners: the chat feature, along with the ability to view customer call history, is going away permanently.
If you’re a frequent GBP chat user, you’ve likely already begun mourning the loss of this feature, as Google barred users from starting new chats as of July 15, 2024. The feature will disappear completely on July 31, and existing conversations will go away as well.
Moreover, July 31 is the last date business owners can see their call history with customers on their profiles. Here’s how these changes will impact businesses — and how business owners can adapt.
Why Google Is Pulling the Plug on Chat and Call History
Businesses that rely on messages and call history to engage with customers are wondering why Google would discontinue such a helpful feature. The company says it’s eliminating this capability to further streamline its offerings.
Google hasn’t indicated whether it’s planning to roll out a similar or better feature in the future. However, it has reiterated that it’s committed to Google Business Profile and will continue to make its other features available for use.
How Business Owners Can Adapt to the Recent GBP Changes
Google has indicated that past chats and call history will be available for download until August 30, 2024. The company recommends that business owners download these records using Google Takeout.
This function allows business owners to download data from Google accounts to back it up or use it with a third party. This can provide a great deal of peace of mind for business owners worried about the upcoming GBP changes.
The good news is that business owners can still check their Google Business Profile performance even though the call and chat metrics will be going away.
One way is to go directly to your profile, find your report through Google Search (select “Performance”) or Google Maps (select “Promote,” then “Performance”), then select the date range for your report and click “Apply.”
You can also bulk-download performance metrics for multiple profiles into a spreadsheet using Business Profile Manager. Some performance metrics you can access include views, searches, direction requests, calls, website clicks, total interactions, and more.
If you want to use a third-party solution, creating call-tracking numbers can also help you monitor call performance from your Google Business Profile. This option ensures that you’ll always have access to your data.
At a Crossroads With Your Marketing? Take the Next Step
If you’re wondering what comes next, consulting an expert can be a great way to map out a strategy for moving forward with your marketing efforts. For those concerned about how to promote their businesses beyond GBP chat and call features, DAGMAR can help.
Our friendly team is ready to help you get your local SEO back on track with a comprehensive strategy to increase ROI and get the results you want. Contact us today at 877-753-0050 for a free consultation.
Madison Stevens
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