Google Business Profile: Kissing Chat and Call History Goodbye (and the Potential Issues)

Last Updated on 1 Nov 2024 by NR

Google Business Profile: Kissing Chat and Call History Goodbye (and the Potential Issues)

As of July 31, 2024, Google is shutting down the chat and call history features within Google Business Profile. This means you’ll lose a direct communication channel with potential and existing customers, and some valuable analytical insights. Let’s delve deeper into the changes and explore the potential issues:

What’s Going Away?

• Chat Functionality: On July 15th, the ability for customers to initiate new chat conversations vanished. Existing chats were phased out by July 31st.
• Call History Reports: You can no longer access past call data through Google Business Profile. This data included the number, date, and time of calls.

Potential Issues:

• Reduced Customer Interaction: Losing the chat feature eliminates a convenient way for customers to connect with you for quick inquiries or appointment bookings. This might lead to missed leads and decreased customer engagement.
• Limited Communication Channels: Businesses now rely on phone calls, emails listed on the profile, or manually setting up messaging apps to communicate with customers. This can be cumbersome and less convenient for both customer and business.
• Loss of Call Insights: Call history reports provided valuable data on call volume and trends. You might miss out on identifying peak calling times or optimizing marketing strategies based on call demographics.

The Bottom Line:

The removal of chat and call history functions might force businesses to adapt their communication strategies. Consider these alternatives:

• Clearly display contact information: Ensure your phone number, email, and website with a contact form are prominently displayed on your Business Profile.
• Explore third-party messaging apps: Utilize platforms like WhatsApp Business or Facebook Messenger to connect with customers.
• Invest in a CRM system: A Customer Relationship Management system can manage customer interactions across various channels and provide valuable insights.

By implementing these alternatives, businesses can minimize the impact of these changes and maintain strong communication channels with their customers.