Google Business Profile messaging and calls: Turning browsers into customers

Activating the chat feature for instant enquiries

Google Business Messages allows customers to text your business directly from the search results page. This is often preferred by younger demographics and busy professionals who do not want to wait on hold or send an email that might get lost in an inbox.

You must download the Google Maps app on your phone and toggle the 'Messages' setting to on. Once active, a prominent 'Message' button appears on your profile, giving you a head start over local competitors who only offer a phone number.

• Download Google Maps and sign in with your business account.
• Select your business profile and go to the 'Messages' tab.
• Enable the button and set up a welcome message like: 'Thanks for reaching out. What can we help you with today?'
• Aim to respond within 24 hours to maintain your 'responsive' badge.

Using call history to track your return on investment

If you do not track your calls, you cannot know if your profile is actually working. Google provides a call history feature that uses a forwarding number to show you exactly how many people clicked to call you from their mobile phones.

This feature logs the date, time, and duration of the call, as well as any missed calls you need to return. It provides clear evidence of which days of the week are busiest for your enquiries, allowing you to staff your phones more effectively.

Setting up Frequently Asked Questions for automation

You can save hours every week by setting up automated FAQs within the messaging interface. When a customer clicks the message button, they are presented with up to ten questions they can click to get an instant answer.

This filters out low-value enquiries and provides immediate satisfaction for the customer. Think about the five questions you get asked every single day and turn those into your first automated responses.

• Price estimates for standard services.
• Parking availability and local directions.
• Current lead times or booking availability.
• Emergency or out-of-hours contact procedures.

Managing notifications to prevent missed leads

A messaging feature is only an asset if you actually see the messages. Ensure your mobile notifications for the Google Maps app are set to 'High Priority' so you never miss a lead.

If you have a team, you can add multiple managers to the profile. This ensures that if the business owner is busy on a job, a member of staff can pick up the enquiry and secure the booking before the customer moves on to the next listing.

Maintaining a fast response time for ranking benefits

Google tracks your response speed. If you consistently reply within minutes, Google is more likely to show your profile to other users because it knows you provide a good user experience.

If you are going on holiday or the business is closed for a bank holiday, use the 'Away' mode or turn off messaging temporarily. A string of ignored messages will hurt your profile visibility and frustrate potential local customers.