Contact At Once! Blog

Contact At Once! Messaging Extends to Google My Business

It’s a fact of life that before they buy, people research online (and most use Google). The search giant is making it easier and easier for consumers to connect with the businesses they’re researching, too—first with Google AdWords click-to-message ads and most recently with Google My Business messaging!

Contact At Once! can help you manage all the resulting consumer messages from these different Google placements. In fact, we’ve been piloting an API integration on Google My Business for months now with several brands.

Let’s break it down into the important facts that matter to you…

What Google My Business Messaging Means

Google My Business pages are free local listings that make it easy for potential customers to learn more about your company and take the next step. These prospects are usually lower in the funnel, searching for a company by name or by “xxxx near me.” (According to Google, searches for businesses “near me” increased 34x from 2011 to 2014, and 80% came from mobile in Q4 2014.)

In other words, they’re likely to take action. Soon. And now, once these mobile users get to your Google My Business listing, they can start a text conversation:

  • If you’ve set up this option, consumers will see a “Message” button in your Google My Business listing.*
  • Consumers tap to message, starting a text conversation in their phone’s native messaging app.
  • Remember: Google masks the numbers of both company and consumer for privacy. You can still message back and forth, but don’t treat the number you see as the consumer’s mobile number.
*Currently, this feature is only available in the U.S.; however, deployment in other countries is anticipated.

How to Use Contact At Once! + Google My Business Messaging Integration

Instead of relying on a single person to handle these text conversations, use Contact At Once! to manage it all! Here are some tips:

  • Use our text integration – Our integration lets you use a text number provided by Contact At Once!, so you can manage the resulting Google My Business conversations in the same platform/app you use for the rest of your chats/texts across the web. (So your first step is to ensure you have a text number from Contact At Once!)
  • Easy setup – Google provides step-by-step instructions here: Basically, once you sign in to your account, look for the “Messaging” card in the Home menu and type in the text number provided by Contact At Once!. Google will send a verification code to you (to confirm the number is working), and you can find the text message with that code in the Mobile Text Connect Details report* in the Contact At Once! Portal.
    *Remember that Google assigns you a proxy number, so the verification code will appear to be sent to/from a number other than the one you provided.
  • Business as usual – Your team will receive and respond to the resulting text conversations through the same Contact At Once! processes, platform and answering apps you currently use. And if our messaging experts respond on your behalf, they’ll continue to do so—no matter if the messaging conversation starts from your website or Google My Business!
  • Update the consumer profile – Because Google hides consumer numbers, it’s smart to ask the person you’re texting with to confirm their mobile number (if you intend to capture it as part of the lead).

As people get used to seeing the “Message” option on these listings, engagement will rise. We already know consumers like the convenience mobile messaging provides! Contact At Once! is ready to help you meet those increased inquiries and impress consumers with your attentive, helpful responses.

Written by: Angela Wijesinghe on August 25 2017

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