Google has announced it will discontinue the Business Profile Chat feature.
Google Business Profile Chat
Google Business Profile Chat was originally designed to allow businesses to have direct conversations with customers. The idea was to start more conversations with customers and lower the barrier to entry into a conversation.
The Spam Issue
Although the feature seemed helpful in theory and, in many cases, was used accordingly, it was another source of spam for most business owners.
Spam can be frustrating, but it also leads to missing or delaying responses to real enquiries.
The biggest issue with Google Business Profile chat was that if owners did not respond to messages, their response rating would be affected.
Response Rating and Other Factors
Responding to messages in Google Business Chat has been important, even to spam messages, due to the impact on the business’s response rating. Here are the key reasons why:
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Response Rating: Google tracks how quickly and consistently businesses respond to messages. A high response rate positively influences your business’s ranking and visibility in search results.
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Business Typically Replies Within: Google displays a message on your profile indicating how quickly your business typically responds to inquiries. A prompt response time can make your business more attractive to potential customers who value quick and efficient communication.
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Customer Expectations: In the digital age, customers expect fast responses. Responding promptly to messages, even spam demonstrates your commitment to customer service and can help build a positive reputation.
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Algorithm Favorability: Active engagement with messages can signal to Google’s algorithm that your business is active and attentive, potentially leading to better placement in local search results.
When is the Business Profile Chat Being Removed?
As not to interfere with ongoing conversations, Google is rolling out the changes in phases. Here is the timeline.
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Beginning July 15, 2024, customers won’t be able to start new chat conversations with your business from Google. Customers in existing chat conversations will be notified about the feature phaseout.
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On July 31, 2024, the chat feature will be removed in Google Business Profile. You won’t receive new chat messages. Customers can still find and contact your business through Google Search and Maps.
We recommend moving all existing chats to alternative channels. It may also be useful to go through old chats and let customers know where they can reach you in the future.
Summary
Say goodbye to Google Business Profile Chat! Initially designed for seamless customer interactions, it became another spam magnet. Despite its good intentions, the constant spam and pressure to respond were more hassle than help.
Starting July 15, 2024, new chats won’t be possible, and by July 31, 2024, the feature will no longer be supported altogether. Time to switch any existing chats to new channels and let your customers know where to find you!
Goodbye, Google Business Profile messages, you won’t be missed…