Would users actually be able to send businesses messages via Google Maps and Search?

Since people develop loyalty towards businesses that make the purchase process as well as contacting customer support easier to do, Google has decided to further help brands achieve this goal by adding the option to send, as well as reply to, business messages through Google Maps and Google Search via Google My Business (GMB).

This business messaging feature was initially introduced in GMB back in 2017 and then extended to Maps in 2018. However, just this past year, the feature seemed to gain momentum. According to Google, “twice as many businesses” are using this messaging option now compared to 2019.

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This is what the company says on the matter – 

“As brands connect with their customers via Business Messages, we’re experimenting with more ways for them to highlight this communications tool on Search. Business Messages will also be available on mobile websites; so that a business can add the ability for customers to quickly “Message” right from their site; and, offer the same smart automated replies, paired with live agent connection.”

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