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How to Message Your Customers on Google Business Profile

Apr 8, 2022
Google Profile
Optimizing your Google Business Profile is one of the best things you can do to attract new local clients. However, attracting new clients is only the first step of the sales funnel. Once they land on your GBP, you need to make sure you convert them.

One of the easiest ways to convert clients is to enable the messaging feature to let them get in touch with you right away. This is especially true with the younger generations, as 75% of millennials prefer messaging or texting over voice calls. So, if you want younger crowds, activating the messaging feature is absolutely essential!

How to Enable the Chat Feature on Google Business Profile

The first thing you need to do to start messaging your customers on your Google Business Profile is activate the feature. To turn the messaging on, you need to:

  • Open the Google Maps app on your phone or tablet.
  • Make sure you are logged into the Google Account associated with your Google Business Profile.
  • Go to Updates, then Messages, then Business.
  • Go to Settings and then turn on the Messages feature.

Once you’ve turned it on, customers will be able to see a chat button on your GBP.

How the Chat Feature Works

You’ll want to stay on top of your GBP once customers start messaging you. The last thing you want is for a potential client to reach out to you and receive no response! In order to respond to customers in a timely manner, you need to make sure you understand how the chat feature works. Here are a few things to keep in mind:

  • You will receive a notification anytime there is a new message via your Business Profile.
  • Any user who is an Owner or Manager on your Profile will be able to chat with your clients.
  • You can create a customized welcome message (more on this below).
  • You can share photos via the Profile chat, such as product photos, a service menu, or a portfolio.

We also strongly recommend that you ask a friend or coworker to send you a test message from their personal account once you activate the feature to start familiarizing yourself with the GBP chat!

Keep an Eye on Your Average Response Time and Rate

Once you’ve activated the chat feature, customers will be able to see your business’s response time and response rate. Since these are public features, you should keep a close eye on them in order to give off the best possible first impression to potential clients. Nobody will want to message you if they can’t expect a prompt response!

To keep your metrics up, you should always respond to every single message you get. It goes without saying, but you should also respond as soon as possible to keep a low response time. Consider adding trustworthy members of your business or organization to your Google Business Profile to help with chat responses.

If you need more help setting up the messaging feature or optimizing your Google Business Profile, call Auxilium Technology at 301-519-9622. Our team of digital marketing specialists would be happy to discuss online marketing solutions for your business.


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