Google's approach to messaging has been somewhat fragmented over the years, with multiple apps serving different purposes. There’s the video calling app, Google Duo. Google Meet is used for company meetings. There is Google Chat, a team collaboration and communication tool. And there is Google Messages, the default messaging app on many Android devices.
These are messaging apps that many customers are familiar with. With 75% of consumers now preferring to engage with a brand over private messaging channels versus traditional channels, according to Google, it is essential for businesses to have an online chat feature that’s directly accessible from Google Search, Google Maps or even on their own channels like their website and Google Business Profile.
Google Business Messages allows customers to engage with brands from a variety of Google entry points, including Google Search, Google Maps and Google Ads. Now, it is one of the latest digital channels to be made available to Content Guru’s storm users.
“We are providing brands the ability to communicate directly with customers through Google’s portfolio of applications, further simplifying interactions,” said Richard Manthorpe, product director at Content Guru.
Content Guru’s storm platform is a cloud-based, omni-channel customer experience solution that enables organizations to deploy always-on, omni-channel Customer Engagement Hub. With storm, organizations enhance agents by bringing all contact channels into a single app and keep customers satisfied through skill-based routing, linking them to the best available outcome.
The integration of Google Business Messages into storm enables responding to customer inquiries received through Google Business Messages using a virtual assistant from a storm machine agent or a live human customer support representative from a storm contact center. All interactions occur within a unified interface, eliminating the necessity for staff to log into a Google account to address customer messages.
Customers can engage directly with businesses via their Google Business Profile, supplementing and enhancing traffic on conventional channels. Within storm's Google Business Messages platform, virtual agents can intelligently handle frequently asked questions, freeing up human agents to assist those with more intricate inquiries.
Additionally, customers can access "quick reply" options for efficient self-service. Preset choices enable customers to resolve their queries by finding a solution, connecting with the appropriate department or receiving a link to a relevant resource on the subject.
"The ability for brands to provide automated responses to straightforward questions, such as FAQs, whilst also opening up another digital communication channel is an exciting development, and we look forward to supporting our customers as they adopt Google Business Messages into their omni-channel strategies,” said Manthorpe.
Edited by
Greg Tavarez
