3 GBM trends Businesses must know to succeed in 2024

Why should businesses prioritize Google Business Messages (GBM)? In the era of communication dominated by messaging, reaching friends, family, and clients is most effective through popular messaging platforms. 

As a business leader, you must build conversational capabilities on these platforms. What makes Google Business Messages a top priority for business? With over 3 billion monthly active Android devices globally, Google products like Search, Maps, and Phone are integral to customers’ lives. 

GBM empowers your brand to initiate conversations seamlessly across these Google platforms. How does it enhance customer engagement, and what are the recent trends that help businesses reach a vast audience effectively? Get to know more about Google business messaging and its top 3 trends given below:

An Introduction to Google Business Messages (GBM)

Google Business Messages is Google’s messaging platform that facilitates direct communication between businesses and customers through Google Maps and Google Search. This platform empowers businesses to address customer inquiries, offer support, and conduct transactions through the Google Business chat feature. Initiating a conversation is as easy as clicking the ‘CHAT’ button on the business’s Google Maps or Google Search listing, which provides a user-friendly and direct communication channel.

Top 3 GBM trends Businesses must know.

Here is the list of the top 3 GBM trends that businesses should know in 2023:

  1. AI-Powered Chatbots 

In the dynamic landscape of customer engagement, Google Business Messaging (GBM) is at the forefront of leveraging AI-powered chatbots to revolutionize interactions. As businesses navigate the year 2024, businesses are increasingly integrating intelligent chatbots into their GBM strategy. 

The advanced chatbots are not just capable of responding to queries but are designed to understand user intent and provide contextually relevant information. The significance of AI in Google Business Messaging goes beyond automating routine tasks. 

These chatbots are equipped with machine learning algorithms, which allow them to learn and adapt to user preferences over time. This adaptability enhances the personalization of interactions, offering customers a more tailored and seamless experience. 

  1. Offer a 360-degree Customer Journey. 

One of the key trends of Google Business Messages is its ability to orchestrate a 360-degree customer journey through conversational interactions. From the initial phase of product discovery to the stages of sales and ongoing customer support, GBM facilitates a seamless and unified experience.

The integration of AI-based Google chat API ensures that when a more personalized touch is required, customers can seamlessly transition from automated chatbots to human agents. This blend of automation and human interaction adds a layer of sophistication to customer service, addressing queries with empathy and understanding. 

Also, the availability of automated chatbots ensures that businesses can cater to customer queries 24/7, fostering a culture of accessibility and responsiveness.

  1. Expanded Omnichannel Presence

In the evolving landscape of customer communication, Google Business Messaging is championing an expanded omnichannel presence. The traditional boundaries between websites, mobile apps, and social media platforms are blurring, and businesses are embracing a unified approach to customer engagement.

The emphasis is on integrating messaging capabilities across various touchpoints and ensuring that customers experience consistency regardless of the channel they choose. Whether initiating a conversation through a website, mobile app, or social media, users can expect a cohesive journey. 

Key Use Cases of Google Business Messages

The use cases of GBM are enormous, and the most important among them are given here:

  • Customer Support and Assistance

Google Business Messages serve as a direct channel for customers to get immediate support, ask questions, and receive assistance in real-time. This process is particularly beneficial for e-commerce, travel, and telecommunications industries.

  • Appointment Scheduling and Reservations

Integrating Google business messaging enables businesses, especially in service sectors, to offer customers hassle-free appointment scheduling and table reservations directly in the chat app.

  • Order Placement and Delivery Tracking

For retail and food businesses, Google’s Business Messages facilitate easy order placement and delivery tracking. Customers can browse products, place orders, and track deliveries within the messaging app.

  • Product Recommendations and Personalized Offers

By Leveraging customer data, businesses can send personalized product suggestions and exclusive offers directly to customers, creating a personalized shopping experience. 

  • Feedback Collection and Surveys

Incorporating interactive surveys and forms within the chat app allows businesses to gather quick and convenient feedback from customers. Valuable insights collected can be used to enhance products, services, and overall customer experience.

Wrapping it up

Getting started with Google Business Messages is an easy process with Gupshup, an official Google SMS service partner. Get your Google Business Messages API through Gupshup, and stay ahead of the curve to connect with users who are actively searching for your business, ensuring a smooth and efficient integration process.