Google has recently announced the discontinuation of Google Messages, bringing an end to chatting with consumers through your Google Business Profile. When this goes into effect on July 31st, 2024, businesses will no longer be able to use the chat and call history features.
Google Messages feature offered a valuable entry point for location-based businesses for consumers to connect more conveniently.
That said, Google is testing native text messaging and WhatsApp messaging support for Google Business Profile by adding a new “chat” section. With this feature, you can add your text messaging number and/or WhatsApp number, allowing Google Maps and Google Search users to message or chat with you through your Google Business Profile.
While this could be a new alternative to the discontinued Google Messages feature, chat options may not be available for your Google Business Profile until fully released.
How Do These Changes Affect Insurance Agencies?
The most beneficial aspect of Google Messages was offering chat as a convenient alternative to phone calls for consumers who discovered businesses through Google Maps, Google Search, or Google Ads. Businesses that utilize this feature for messaging will need to explore messaging alternatives if they still want to offer consumers a way to interact with them through messaging.
If you have or plan to adopt an alternative messaging solution, Google is urging businesses to invite consumers to continue conversations there.
Consider Your Options for Webchat on Agency Websites
In the long run, the discontinuation of Google Messages will encourage businesses to use messaging services that offer a better user experience to current and potential customers. One of the most effective alternatives to consider is integrating webchat on your agency website.
Adopting webchat on your website will offer a similar experience and the same convenient alternative to consumers who would rather chat than call.
Fortunately, BrightFire recently launched our own Webchat as an included feature for our Insurance Agency Website service. You can see how BrightFire’s Webchat can improve the service and sales experience you offer to your customers by reading our Webchat announcement.
