Heeft u er ooit bij stilgestaan hoeveel van ons leven we doorbrengen met wachten? De gemiddelde persoon brengt 235 dagen door in wachtrijen en 43 dagen in de wacht. Contact opnemen met bedrijven is zo'n belangrijk onderdeel van ons dagelijks leven, dat we er veel tijd en moeite aan besteden om dat te doen. Daardoor wordt onze aandacht vaak weggenomen van de dingen die er echt toe doen in het leven.

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 — aan de moment of search and discovery? This is where Google’s Business Messages comes in. 

De opkomst van conversatiehandel

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% van de smartphone gebruikers have historically contacted businesses using the “Click to Call” entry point on Google Search, 79% van de consumenten 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% aandeel of global mobile search volume, 70.000 zoekopdrachten every second, and the average human making 4 zoekopdrachten per dag, Google is undoubtedly where your customers are digitally present, right now. 

On top of that, your customers are actively transacting online, with 75% van de shoppers 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? 

Op het eerste gezicht vinden Business Messages-gesprekken plaats in een standaard Live Chat-omgeving. Geef uw klanten een warm welkom van een digitale agent, draag gesprekken netjes over aan uw menselijke supportmedewerkers en activeer een CSAT-enquête aan het einde van het gesprek.

However, you’ll quickly discover that there’s more naar de 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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Meer channels, meer problemen?

Met nog een laagdrempelig touchpoint komt er meer gespreksvolume en dus extra overhead voor uw supportteam. Gefragmenteerde communicatie channels met een niet-uniforme strategie zal vaak resulteren in inconsistente klantervaringen op channels.

Dit is het probleem dat we oplossen.

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 naar de 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. 

Dwing uw klanten niet om naar u toe te komen. Ga naar waar ze zijn en geef ze hele dagen van hun leven terug met Google's zakelijke berichten en Bird.