Hey business owners! Big news from Google: they’re making some changes to your Google Business Profile. On July 31, 2024, the chat and call history features will be discontinued. We’re here to break down what this means for you and how to keep your customer communication on point.

Table of Content

1. Understanding the Update
2. Key Dates and Changes
3. Why Is Google Removing These Features from Google Business Profile?
4. Implications for Businesses Using Google Business Profile
5. Preparing for the Update
6. Strategies to Maintain Effective Communication on Google Business Profile

“Beginning July 31, 2024, the chat feature in Google Business Profile will no longer be available. Customers will still be able to find and contact your business through Google Search and Maps. They can learn more information about you from your website links, business description, photos, and anything else you share on your Business Profile.”

Google will be shutting down the Google Business Profile chat and Google call history feature on July 31, 2024. 

Here’s a detailed timeline:

• • • • July 15, 2024: Customers will no longer be able to initiate new chat conversations with businesses.
      • July 31, 2024: The chat and call history features will be fully disabled. Businesses will no longer receive new chat messages, and the chat feature will be removed from the profile.

Google’s official statement outlines that customers will still be able to find and contact businesses through Google Search and Maps. They can gather information from website links, business descriptions, photos, and other shared content on the Business Profile.

Google hasn’t spelled out the exact reasons, but here are some likely factors:

• • • • Streamlining Services: Google is probably focusing on features that align with their bigger goals.
      • Resource Allocation: Cutting less-used features means they can pour more resources into improving the popular ones.
      • User Experience: Simplifying the Business Profile by ditching underused features can make it better for everyone.

Google’s official statement outlines that customers will still be able to find and contact businesses through Google Search and Maps. They can gather information from website links, business descriptions, photos, and other shared content on the Business Profile.

Customer Communication and Engagement through Google Business Profile

This change means you’ll need to rethink how you connect with customers. Here’s what might happen:

• • • • Reduced Direct Interaction: Losing chat means losing a direct line to your customers.
      • Shift to Alternative Platforms: You’ll need to find other ways to keep those conversations going.

Don’t wait for the change to hit. Here’s how to get ready:

• • • • • Download Chat and Call History: Use Google Takeout to grab your chat and call history before it’s gone. You’ve got until August 30, 2024.
        • Inform Customers: Let your customers know what’s happening and where they can reach you now.
        • Explore Other Channels: Find new chat solutions or customer service platforms to stay in touch.

You don’t have to lose touch with your customers. Here’s how to keep the conversation going:

• • • • • Website Chat Solutions: Add live chat or chatbots to your website for real-time support.
        • Social Media Platforms: Engage with customers on platforms like Facebook Messenger and Instagram Direct.
        • Email and SMS: Keep using email and SMS for customer updates and support.

• • • • • Detailed Business Information: Make sure your Google Business Profile has all the info customers need.
        • Engaging Content: Regularly update your profile with photos, posts, and offers.
        • Customer Reviews: Encourage reviews and respond quickly to boost credibility.

• • • • • CRM Systems: Use CRM software to manage customer interactions across different channels.
        • AI and Automation: Implement AI tools to handle common inquiries and free up time for more complex issues.

The changes to your profile might seem daunting, but with the right strategies, you can still keep your customer communication strong. Stay ahead by preparing now, exploring new channels, and enhancing your online presence.

Keep your business agile and ready for whatever comes next. If you need more details, check out Google’s official announcement here.