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Google expands Business Messages feature through Maps and Search as company vows to support small businesses

Google has expanded Business Messages to Maps and Search for more visibility of businesses and easy access to customers.

twitter-logoYasmin Ahmed | June 26, 2020 | Updated 17:22 IST
(Source: Google)

Highlights

  • MyGov in India was one of the first organisations to try out the Google Business Messages, especially during COVID 19.
  • Google is working on the communications tool to be more visible on Search as brands connect with customers.
  • Google India launched its Grow with Google Small Business hub in India to help and assist small businesses.

Google is now expanding Business Messages through Maps and Search to help businesses connect with customers. In 2018, Google Maps for Android and iOS brought in this feature through which customers could directly contact stores. Google is now looking to add more functionality to the businesses through Google Maps, a report by 9to5 Google noted.

Google recently introduced new smart replies, visual product carousels, and unique welcome messages to businesses. The tech giant has also made a customer service agent accessible so that it's easier for customers to get in touch with a business.

"Messaging has become such a valuable way to connect with customers that twice as many businesses are messaging via Google now, compared to last year," Jake Mintz, Senior Product Manager, Business Messages noted in a blog post.

"Business Messages will also be available on mobile websites so that a business can add the ability to customers to quickly message right from their website and offer the same smart, automated replies, paired with live agent connection," Google said.

Mintz noted that the company was working on the communications tool to be more visible on the Google Search as brands connect with customers.

MyGov in India was one of the first organisations to try out the updated Business Messages. Users could get information, especially during the COVID crisis, about food and night shelters and COVID 19 related information.

"MyGov, with partner Amplify.ai, is providing help and answering live questions from Indian citizens about hours, COVID 19 helplines and ways to volunteer and donate, for more than 11,000 food and night shelters across India," Mintz noted.

Other than India's MyGov, Woolworths which is Australia's largest supermarket uses the feature. It allowed customers to search for products and see availability and aisle information at their local store and details about COVID 19 as well.Walmart, too, used businesses that helped customers find up-to-date information about store hours, pick-up and delivery options, precautions, and more.

Business Messages are currently available in English, with expanded coverage to other languages launching soon.

In related news, Google India launched its Grow with Google Small Business hub in India to help and assist small businesses. The hub will act as a single destination for all small businesses to get access to all the products and tools they need to go digital, maintain business continuity and get access to helpful resources like quick help videos and support pages to learn digital skills. Google also said it will help merchants in India by helping them with loans and crediting money in their accounts through Google Pay for Business app later this year.

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