In this age, businesses need to be able to connect with their customers quickly. Google Business Profiles (GBP) just made it easier by bringing back the ability to add a WhatsApp contact option so customers can message you directly from the profile. This is a welcome replacement after the previous Business Chat was removed.
Let’s get into it.
Why is chat important for your Google location?
Connecting with customers builds trust, answers questions, and drives conversions. By adding chat to your Google Business Profile, you can:
- Answer customer questions in real-time: Address inquiries about your products, services, or policies quickly and easily.
- Share your brand story: Use personal responses to communicate your values and unique selling points.
- Boost customer acquisition: Direct conversations increase the likelihood of customers choosing your business over others.
What happened to Google business chat?
As of July 31, 2024, the chat feature is no longer available in the Google Business Profile.
Google’s Business Chat was previously available as a way for customers to message businesses directly from their profile. However, it was removed, leaving many businesses without a direct messaging option. To fill that gap, Google now supports WhatsApp, and businesses in select regions can still use SMS text messaging.
How to add WhatsApp or SMS Chat to Your Google Business Profile
If you have a claimed and verified Google Business Profile, you can add a chat option. Follow these steps:
- Go to google.com/business and click Manage now to log in to your Google Business Profile.
- Click Edit profile > Business information > Contact.
- Under “Contact,” click Chat and then the Down Arrow to see options.
- Select SMS (text messaging) or WhatsApp.
- Add Your Contact Details:
- SMS: Enter a phone number that can receive text messages.
- WhatsApp: Enter your WhatsApp URL. Learn about WhatsApp URL guidelines here.
- Click Save to finalize your changes.
For the WhatsApp link, you can create your link by using https://wa.me/<number>, where the <number> is a full phone number in international format. Omit any zeroes, brackets, or dashes in international format when adding the phone number.
Examples: https://wa.me/1XXXXXXXXXX
Note that these chat options are only available in select regions and not yet in the US. Businesses in eligible regions should get this feature as soon as possible.
Why add WhatsApp to your GBP
WhatsApp is one of the most used messaging platforms in the world, with over 2 billion active users. Here’s why using WhatsApp on your Google Business Profile is a big deal:
- Global reach: This is especially useful for businesses that target international customers.
- Rich communication: Share images, videos, and links for a more interactive conversation.
- Customer familiarity: Most customers already use WhatsApp, so it’s a natural channel for inquiries.
Conclusion
The return of messaging via WhatsApp and SMS is a big win for Google Business Profiles. Whether you want to answer customer questions, share your brand story, or acquire more customers, this is a must-have feature for businesses today.
Not done yet? Claim your Google Business Profile, add chat, and start engaging with your customers today. Use WhatsApp and SMS to provide the real-time, personal communication they want.
Managing multiple locations? Streamline your operations with GBP software by EmbedSocial. Effortlessly manage customer interactions and profile updates across all your business locations, ensuring a consistent and professional presence. Learn more about how EmbedSocial can help your business thrive!
FAQs about WhatsApp and Google Business Profiles
Can I add the same WhatsApp URL to multiple Business Profiles?
Yes. Different Business Profiles can use the same WhatsApp link.
Can I find the performance of user interaction with each text exchange, like clicks?
Performance metrics for chat options aren’t available at this time.
Can I switch between SMS and WhatsApp after setting up one option?
Yes, you can edit your contact settings at any time to switch between SMS and WhatsApp based on your communication preferences.
What should I do if my customers report issues with the chat feature?
Ensure that your WhatsApp link or SMS number is correctly configured and functional. For WhatsApp, double-check that your URL adheres to the WhatsApp URL guidelines.
Are chat options available for businesses with multiple locations?
Yes, chat options can be set up for each location under its respective Google Business Profile. EmbedSocial’s GBP software makes managing these profiles and updates seamless.
