Vous êtes-vous déjà demandé combien de temps de notre vie nous passons à attendre ? Une personne moyenne passe 235 jours à attendre dans des files d'attente et 43 jours en attente. Le contact avec les entreprises est un élément essentiel de notre vie quotidienne, à tel point que nous consacrons beaucoup de temps et d'efforts à cet effet. En conséquence, notre attention est souvent détournée des choses qui comptent vraiment dans la vie.

So, this begs the question: why not make it easy for your customers to connect and start a dialogue in their own time, where they already are — au moment of search and discovery? This is where Google’s Business Messages comes in. 

L'essor du commerce conversationnel

As the length of time spent waiting grows longer, your customers’ patience grows shorter. Consumer behavior has shifted towards asynchronous conversational messaging channels like Google’s Business Messages — a trend now known as “Conversational Commerce”. COVID-19 has only acted as an accelerant to this trend. Although 60% des utilisateurs de smartphones have historically contacted businesses using the “Click to Call” entry point on Google Search, 79% des consommateurs prefer to talk to businesses using conversational messaging channels compared to legacy support channels like phone calling.  

By combining the entry points of Google Maps and Search, businesses of all sizes can offer multiple low-barrier, high-intent touchpoints at key moments in your customer journey. With a 92% de part of global mobile search volume, 70 000 requêtes de recherche every second, and the average human making 4 requêtes de recherche par jour, Google is undoubtedly where your customers are digitally present, right now. 

On top of that, your customers are actively transacting online, with 75% des acheteurs using a Google product (including Search and Maps) in the past week to help with their shopping. By using Business Messages to organically reduce call volumes and drive rich, asynchronous messaging experiences, you can delight customers and boost sales, loyalty, and customer satisfaction. This is what makes Business Messages such a powerful communication channel to add to your omnichannel strategy using MessageBird. 

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But, what makes Google’s Business Messages unique? 

En apparence, les conversations Business Messages se déroulent dans un environnement de chat en direct standard. Offrez à vos clients un accueil chaleureux de la part d'un agent numérique, transférez gracieusement les conversations à vos agents d'assistance humaine et déclenchez une enquête CSAT à la fin de la conversation.

However, you’ll quickly discover that there’s more à la conversation. 

Business Messages is supercharged by Google’s rich media, authentication, and personalization capabilities. Suggested actions, smart automation, and assistive messaging provide immediate answers for routine questions. Product carousels help guide your customers through the conversation to exactly what they want. Built-in Google authentication enables your team to verify who they're talking to from the first message and remembers them for 30 days if and when they return to pick up where they left off. Ultimately, Business Messages creates delightful and memorable end-to-end experiences that lead to happier customers and help your brand stand out from the rest.

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Plus de channels, plus de problèmes ?

Avec un autre point de contact à faible barrière, le volume des conversations augmente et, par conséquent, les frais généraux de votre équipe d'assistance s'alourdissent. Une communication fragmentée channels avec une stratégie non unifiée se traduira souvent par des expériences client incohérentes sur channels.

C'est le problème que nous résolvons.

By combining Google’s Business Messages with Bird’s omnichannel platform, your business can seamlessly unify all of your communication channels, no matter how many, and create a consistent messaging experience that delights. 

With Bird, the choice is yours. 

You can use Google’s Business Messages as a channel in Flows to design smart automation flows that can route conversations à la right places, answer frequently asked questions with FAQ Bot, create support tickets in Inbox. Alternatively, you can programmatically enable two-way conversations over any channel directly using the Conversations API.

You can do all of this in just a matter of minutes with Bird. 

Ne forcez pas vos clients à venir à vous. Rendez-vous là où ils se trouvent et redonnez-leur des journées entières de leur vie grâce aux messages professionnels de Google et à Bird.