Google Discontinues Business Profile Chat Feature: What’s Next for Businesses?

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The phase-out will start on July 15^th and conclude on July 30^th.

Highlights:

Google will shut down chat features within Google Business Profiles on July 31st, 2024.
Starting July 15th, new chat conversations cannot be initiated, but existing chats will continue until July 31st.
This change adds an extra step for customers and might decrease communication and missed inquiries.
Businesses must adjust and explore alternatives like website live chat, messaging apps, phone, and email.
Businesses should download chat history via Google Takeout and ensure their profiles are up-to-date.

As of July 31st, 2024, Google will shut down the chat features we recently told you to enable within Google Business Profiles. This move marks a shift in how businesses can interact with potential and existing customers through Google’s platform. While some may find this unexpected, Google assures businesses it’s part of its ongoing effort to streamline its offerings.

So, what does this mean for businesses that rely on the chat feature for customer communication?

While there’s no need to panic, you must have a plan B.

Here’s how the phase-out will work.

Limited Window for New Chats

Starting July 15th, customers will no longer be able to initiate new chat conversations through your Google Business Profile. Existing chats will continue until the full shutdown on July 31st, which gives you a sufficient window to wrap up ongoing conversations.

Impact of Google Business Chat Closure

The upcoming closure of Google Business Chat will undoubtedly impact how businesses interact with customers on Google’s platform.

Here’s a breakdown of the potential consequences:

An Extra Step: For customers accustomed to the ease of initiating chats directly through Google Search or Maps, this change will mean an extra step. They’ll need to find alternative ways to contact businesses, potentially leading to decreased communication and missed inquiries.
Learning Curve for Businesses: Businesses that heavily rely on chat for lead generation or customer support will need to adjust their customer communication strategies. Implementing new platforms and training staff might require time and resources.
Loss of Direct Connection: For some businesses, the chat feature added a more personal touch. This might lead to a less immediate connection with potential customers.

Prioritize Alternative Solutions

It’s time to explore alternative methods for customer communication.

Popular options include:

Website Live Chat: Many website builders offer a built-in live chat feature for real-time communication on their websites.
Messaging Apps: You could use popular messaging apps like Whatsapp or Facebook Messenger to connect with customers. Make sure to include clear links to these platforms on your Business Profile.
Phone and Email: Don’t underestimate the power of good old phone and email. Ensure these details are prominently displayed on your profile to give your audience another mode of communication.
Download Your Chat History (Optional): If you’d like to keep a record of past conversations, you can download your chat history using Google Takeout before the July deadline.
Maintain a Stellar Profile: While direct chat might be going away, you can still leverage your Business Profile to connect with customers. Make sure your profile is up-to-date with accurate information, high-definition images, and a clear and engaging description of your business. Overcome its existing challenges to minimize the impact of Google Business Chat closure.

Customer Service to Remain Largely Unaffected

By implementing these strategies, businesses can ensure a smooth transition away from Google Business Chat and maintain strong communication channels with their customer base. The discontinuation might be an adjustment, but it’s also an opportunity to explore new avenues for customer engagement.