Google My Business (GMB) has a variety of features that lets businesses accept online appointments, provide quotes or estimates, and respond to mobile inquiries. These features help companies accept online transactions or provide customer service online, which are incredible benefits to businesses in the current global health situation.
Here are four GMB features every business should know about:
If you’re using a provider to help manage your bookings, you can now integrate the provider with your GMB account and accept bookings directly from your GMB listing. For example, if you’re a restaurant that’s using Bookatable, an online restaurant reservation service, you can integrate Bookatable with your GMB account and accept online reservation directly from your GMB listing.
Here’s how you can enable online booking in your GMB account:
You can install Google My Business app on your Android or Apple phone and you can reply to customers directly via the mobile app.
After you’ve installed the app, go to the Messages tab and click on Turn on Messaging.
Once clicked, GMB will show a notification stating that you can now receive messages.
Shortly, GMB will send a confirmation message that you’re now able to exchange messages with customers via the GMB app.
Here are best practices for responding to GMB messages:
Make sure that you don’t provide or request sensitive information during a chat with customers. Sensitive information includes, but is not limited to:
Slow or unreasonable response times to messages received from users represent a bad user experience for your customer. For example:
It is also unacceptable to send irrelevant or unwanted messages to users who have contacted you. For example:
To help build a better experience for your customers, you should reply to your messages within 24 hours of receiving them. This can promote trust and encourage engagement with your business.
Conversations should be focused on the business and services offered, avoiding any inappropriate content, including:
You can list products in your GMB account and display the listed products in Google search results.
To add products in your GMB account, click on Products in the menu.
Once selected, you can add product details of the product listing you want to showcase.
By clicking on Insights in the Menu section, you’ll gain access to a myriad of customer data related to your GMB account. For example, you can find out which search queries customers use to search on Google and click on your website. You can also find out the number of customer views you’re garnering on Google search results and Google Maps.
These insights help you understand your shoppers’ online shopping behaviours or interests or seasonality changes in interest for your products or services. You can use these insights to increase your marketing efficiency or allocate your marketing budget more effectively. For example, if you discover that the number of GMB listing views or website traffic from GMB and overall sales are lower during spring, you can either reduce your marketing budget for spring and allocate it for a busier season. Alternatively, you can increase the budget for spring to launch creative campaigns to bolster the sales revenue during a slow season.
Google My Business is incredibly useful and powerful for businesses. It lets businesses showcase their products on Google search results when their customers are searching for their company names on Google, provide customer service via mobile messaging, online booking services, and gain invaluable customer insights.
If you want help optimizing your Google My Business account or analyze GMB customer data to gain insights, please contact us for an initial complimentary consultation
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