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Businesses with a verified Google Business Profile can activate messages through a simple process:
- Open Google Business Profile.
- Go to Edit Profile > Business Information > Contact.
- Select Chat Options.
- Choose SMS or WhatsApp.
- Enter phone number or WhatsApp URL.
WhatsApp and SMS Communication Brings Benefits
For businesses combining online and offline sales, this innovation means more efficient management of customer communication directly within the Google ecosystem. Many consumers already use Google to search for business information, and the ability to instantly contact them through popular platforms like WhatsApp or SMS can significantly shorten the path from query to purchase.
The integration allows businesses to speed up responses to questions about products, availability, or delivery. In the competitive e-commerce environment, these are crucial advantages that make the difference between average service and an experience that encourages shopping.
Quick and simple customer communication can increase conversion rates and loyalty. If a customer receives a prompt answer to their question directly in the search engine, they are more likely to order the product from that particular business.
It can also be a solution for businesses without their own live chat or whose customers prefer communication through applications they already use. WhatsApp has massive representation in many countries, making its integration with GBP a significant competitive advantage for businesses in these regions.
Generally, WhatsApp can serve as an interesting tool for customer acquisition.
Source: Depositphotos
Limitations of the New Feature
A business must have a verified business profile in Google Business Profile to use this feature. Unfortunately, Google currently does not provide performance statistics for these messages. Therefore, businesses don’t yet know how many customers contact them through these channels or their impact on sales.
The new feature is available globally except for the Philippines, Vietnam, Thailand, Taiwan, Japan, South Korea, and China.
Despite certain limitations, this innovation can help businesses improve customer communication without investing in expensive solutions. For e-commerce brands, this could mean fewer abandoned shopping carts and more purchases.
