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5 Ways Small Businesses Can Leverage Google Messages for Customer Support

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Published on August 19, 2023

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Small and medium-sized businesses often grapple with delivering exceptional customer service within limited resources. However, Google's Business Messages offers an innovative solution to bridge this gap. This interactive messaging platform enables real-time chats between businesses and customers, enhancing engagement and satisfaction. In this blog, we'll delve into how small businesses can harness the power of Google Business Messages to transform customer support and foster lasting relationships.

How does Google Business Messages interact with businesses?

Google Business Messages is an interactive messaging platform connecting businesses and customers. Accessible through Google Search, Maps, and other platforms, it enables real-time chats. Users find a "Message" button when searching for a business, starting instant conversations. This chat allows for inquiries, assistance, and transactions with quick personalized responses from businesses. Automation tools like predefined messages and chatbots can aid responses. 

This boosts customer engagement and satisfaction, which are vital for small business growth. When people can easily reach out to you right from the search results, you can build better relationships from the start and increase the number of people who become your customers.

Setting Up Google Business Messages

Setting up Google Business Messages is straightforward and can be done on both desktop and mobile devices.

On Desktop:

  1. Log in to your Google Business Profile.

  2. Access the "Messages" section from the left menu.

  3. Click the "Turn on messaging" button to activate messaging for your business.

  4. Customize messages to enhance engagement.

  5. Ensure notifications are enabled to maintain timely responses.

On Mobile:

  1. Launch the Google My Business app.

  2. Log in to your account.

  3. Select your business from the list.

  4. Tap on "Customers" and then "Messages."

  5. Toggle on the "Messaging" option and personalize messages.

  6. Enable notifications to stay responsive.


5 advantages of Google's Business Messages:

  1. Personalized on-demand assistance:

Share rich media like photos and carousels through Google's Business Messaging, offering a tailored experience when addressing inquiries. Visuals enhance understanding and eliminate confusion about products.

  1. Integration and automated touchpoints:

Utilize the API to integrate Google's Business Messages with existing social media management or messaging services. Automation, like chatbots, enhances the customer journey. Up to five welcome messages can initiate dialogue.

  1. Reduced response times and swift resolutions:

Manage multiple conversations simultaneously in Google's Business Messages, minimizing customer wait times and expediting issue resolutions. Maintaining prompt responses aligns with customer expectations.

  1. Wider availability for customer needs:

By adopting Google's Business Messages, your availability for customer inquiries expands. This capability benefits both your business, allowing you to handle more customers, and the customers themselves, who receive quick and efficient support via Google's search engine.

Embrace these strategies to optimize customer engagement through Google's Business Messages and streamline your communication for enhanced satisfaction and success.

  1. Boosted traffic and revenue:

For brick-and-mortar locations, real-time responses aid in providing directions or parking information, attracting more customers to your establishment. Engaging potential customers enhances physical traffic.

Best practices with Google's Business Messages:

Crafting a welcome introduction:

You can create a friendly welcome message that appreciates customers for reaching out and invites them to share how you can assist them.

Streamlined communication with a shared inbox:

Utilize a shared inbox that multiple team members can manage, ensuring prompt responses. Control permissions to involve qualified staff in handling inquiries.

Timely responses matter:

Respond within 24 hours to maintain customer satisfaction and Google's requirements. Employ saved responses for common queries, while complex issues require skilled service agents. Utilize tools like an all-in-one inbox to manage multi-channel messages effectively.

Personalize interactions:

Engage customers with personalized messages, fostering a friendly and familiar connection. Add images, videos, and emojis for a more engaging and authentic exchange. Integrate Google Business Messaging with CXM for a seamless, personalized experience.

Visuals for effective communication:

Utilize visuals, such as photos, to efficiently address inquiries. Images offer additional context and can be more impactful in conveying information.

How cloodot will help you with Google Business Messages

  • Direct Chats from Maps: Facilitate direct customer communication from Google Maps listings.

  • Seamless Chats from Search: Enable customers to initiate chats directly from search results.

  • Enhanced Messaging Experience: Elevate conversations with rich elements for optimized interactions.

  • AI-Driven Chatbot Engagement: Utilize AI chatbots for 24/7 accurate customer interaction.

  • Unified Review Management: Manage Google Maps reviews within Cloodot effortlessly.

  • Efficient Multi-Agent Support: Assign multiple agents to handle messages for quicker resolutions.

  • Enhanced Security: Provide secure access for agents without granting original profile access.


    Google Business Messages revolutionizes customer support for small businesses by providing real-time, personalized interactions with customers. Leveraging this platform, businesses can enhance engagement, streamline communication, and drive customer satisfaction. Incorporating best practices and utilizing tools like Cloodot further amplify the benefits of Google Business Messages, propelling small businesses towards growth and success. To explore more about this powerful tool, schedule a free demo call or sign up for a free trial with Cloodot.


    schedule a free demo call or sign up for a free trial



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