Google My Business (GMB) continues to evolve, offering businesses new ways of communicating with their customers. From now on, SMS and WhatsApp messages can be directly integrated into GMB, enabling faster, smoother interaction. This novelty offers major opportunities for professionals wishing to improve their customer service and increase conversions. But how does this integration work, and what is at stake?
Summary and contents of the page
SMS and WhatsApp functionality on Google My Business
Google My Business now enables businesses to activate direct messaging via SMS and WhatsApp. Once this option has been configured, customers can send messages simply by clicking on a button visible on the company’s Google profile.
Activating messages on GMB :
- Access your Google My Business account.
- Go to the “Messages” section.
- Activate messaging and choose between SMS and WhatsApp.
SMS allows classic communication directly to the number entered, while WhatsApp offers a richer interface with the ability to share images, documents and interactive links.
Screenshot of contact information for an accommodation, including address, phone number and email address
To create your Whatsapp link :
Use https://wa.me/<number> where <number> is a complete telephone number in international format. Do not write zeros, brackets or hyphens when adding the phone number in full international format.
Examples:
Use: https://wa.me/1XXXXXXXXXX
Do not use: https://wa.me/+001-(XXX)XXXXXXX
Business opportunities
Improving the customer experience
Integrating WhatsApp and SMS into GMB reduces friction between companies and consumers. Customers get instant answers, improving satisfaction and building trust.
Optimized conversion
A customer with a question about a product or service can now receive an immediate response, increasing the chances of conversion. Unlike emails, which are often ignored, SMS and WhatsApp enjoy a very high open rate.
Comparison with other channels
While emails and calls can seem intrusive or inefficient, instant messaging is more suited to modern expectations. WhatsApp in particular, being widely adopted, enables a natural and engaging conversation with customers.
Limits and risks to anticipate
Message flow management
If the option is activated without a clear strategy, a company runs the risk of being overwhelmed by requests. An effective solution is to set up automatic responses to frequently asked questions.
The need for responsiveness
Google encourages a rapid response or the function will be deactivated. It is therefore crucial to set up an efficient organization to manage these interactions.
Data protection
Exchanges via SMS and WhatsApp do not have the same level of security as other platforms. Awareness of confidentiality rules is essential.
Conclusions and recommendations
The integration of SMS and WhatsApp into Google My Business represents a strategic step forward for companies wishing to improve their customer relations and increase their conversion rate.
Practical tips:
- Quickly activate the function and test the various channels.
- Use automated responses and chatbots to optimize service.
- Train teams to ensure a rapid and effective response.
Adopting this new feature helps you stand out from the competition and offer your customers a fluid, modern experience. Activate it now to boost your business!
