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

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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.

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