你有没有停下来想一想，我们的生活中有多少时间是在等待？平均每个人有235天在排队中等待，43天在等待中度过。与企业打交道是我们日常生活中的一个核心要素，以至于我们花了大量的时间和精力去做这件事。因此，我们的注意力往往被从生活中真正重要的事情中剥离出来。

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

会话式商务的兴起

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%的智能手机用户 have historically contacted businesses using the “Click to Call” entry point on Google Search, 79%的消费者 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%的份额 of global mobile search volume, 70,000次搜索查询 every second, and the average human making 每天4次搜索查询, Google is undoubtedly where your customers are digitally present, right now. 

On top of that, your customers are actively transacting online, with 75%的购物者 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? 

表面上看，商务信息对话是在标准的即时聊天环境中进行的。数字代理对您的客户表示热烈欢迎，优雅地将对话移交给您的人工支持代理，并在对话结束时触发CSAT调查。

However, you’ll quickly discover that there’s more 到 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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更多channels ，更多问题？

另一个低障碍接触点带来了更多的对话量，因此也增加了支持团队的开销。分散的通信channels 和不统一的战略往往会导致channels 的客户体验不一致。

这就是我们要解决的问题。

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 到 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. 

不要强迫您的客户来找您。利用 Google 的企业信息和Bird ，到他们所在的地方去，让他们重新找回生活中的每一天。