We want to inform our valued customers and partners about an important change announced by Google regarding their chat and call history features in Google Business Profile.
These features will no longer be available starting July 31, 2024. As Google continually improves its tools and services, some difficult decisions are made that impact businesses and partners. While we understand the importance of these features, we are here to help you navigate this transition smoothly.
Key Dates to Remember
- July 15, 2024: Google will disable the ability for customers to start new chat conversations with your business. Any ongoing chat conversations will still be accessible until the final phase-out date.
- July 31, 2024: Google will completely discontinue all chat functionalities in Google Business Profile. This includes the cessation of new chat messages and the ability to view your business’s call history within Google Business Profile.
Impact on Your Business
Even with the discontinuation of these features, your customers will still be able to find and contact your business through Google Search and Maps. They can continue to access detailed information about your business, including website links, business descriptions, photos, and more through your Business Profile. Additionally, you will continue to receive calls from your Business Profile and track other engagement metrics such as web traffic and directions requests.
Detailed Steps to Take Next
- Download Records: To ensure you retain valuable information, download records of past chats or call histories using Google Takeout. This tool allows you to export and download your data, ensuring you have a copy of your business interactions before the chat and call history features are disabled.
- Alternate Customer Engagement: Inform customers with ongoing chat conversations about alternate chat channels or methods to reach you. Consider integrating a chat function on your website or using other popular messaging platforms like Facebook Messenger, WhatsApp Business, or even email for customer interactions. Proactively contacting your customers and guiding them to these new channels will help maintain seamless communication.
- Maintain Your Profile: Keeping your Google Business Profile up-to-date is more important than ever. Ensure your business description, contact information, website links, and photos are current and accurate. This helps customers find the necessary information and reach out to you through available channels.
- Optimize Other Engagement Metrics: Focus on other engagement metrics Google provides, such as tracking web traffic and direction requests. These insights can help you understand how customers interact with your profile and identify areas for improvement. Consider using these metrics to optimize your online presence and improve customer engagement.
- Customer Communication Strategy: Develop a comprehensive communication strategy to inform your customers about these changes. Email newsletters, social media posts, and website announcements are used to keep your customers informed. Clear and transparent communication will help manage customer expectations and ensure they can reach you.
Additional Information and Support
If you have any questions or need further assistance regarding these changes, Google has provided a support link with detailed information. It is essential to adapt to these changes smoothly to ensure your business continues to thrive and remains accessible to your customers.
We are committed to supporting you through this transition and ensuring that your Business Profile remains an effective tool for managing your business. Our team is here to provide guidance and answer any questions.
If you have any further questions or need personalized assistance, feel free to reach out to us directly. We are here to support you through this transition and beyond.
