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JOSHUA LISS: How will you use Business Messages to improve
your customer communication?
To start, let's quickly discuss the essential ingredients
to a great Business Messages experience.
Creating a trusted private experience is essential.
A 75% of consumers said that they
would prefer to engage with the brand over private messaging
channels, rather than traditional ones.
So to create this trust, Business Messages
will prominently display your brand in several places,
along with a friendly welcome message
to kick off the conversation.
Business Messages provides conversation starters and chips
to make it fast and easy to move through some of the most
common user journeys.
Typically, many customer questions
can be resolved using these automated rich features.
We'll talk more about best practices for these shortly.
Rich cards and carousels enable you
to showcase multiple product options at a time,
and from there, link to products or content on your own channels
to complete a transaction or move forward
with another user experience.
And for conversations that require the user's account
details, the Business Messages OAuth functionality
enables you to verify your customer's account,
then bring them right back to the chat
to continue where you left off.
Let's talk about the variety of ways
that businesses can benefit from Business Messages.
Possibilities are limitless, but our time isn't.
So, today, we'll spotlight eight different experiences
that you can enable.
Let's take a look.
Questions about products are very common
no matter what your business is product may be.
In this example, we see great usage of smart automation
to guide a customer to relevant product options in a carousel.
This is obviously useful for retail,
but also for any business that offers
a variety of product choices.
Here, a customer needs to make or alter
an existing reservation.
We have a bot-to-live agent handoff
being displayed in the chat head with smart chips
to seamlessly guide the conversation.
Many times, a customer's question
will be about information that they
can find on the FAQ or store info page,
but consumers prefer messaging.
And it's your job to meet them where they are.
Here, we have an example of a general information inquiry
with a user requesting store hours, services,
and nearest locations.
We've seen these types of customer queries managed well
both with bots and live agents.
For new and existing customers, viewing plan options
or subscription options can be a frequent request.
Here we see our automated solution
providing a carousel of plans for a wireless company.
This could be just as useful for showing any set of options you
want to offer your customers.
And with OAuth, you can even customize your offerings
to present existing customers with deals and packages
that promote loyalty.
Post-purchase support is essential in maintaining
a positive and loyal relationship
with your customers.
With Business Messages, brands can enable customers to quickly
have their questions answered when it comes to order
status or delivery timelines.
And I have a question for you--
How frequently do your customers reach out
to you asking about a specific product,
whether you sell cars, hotel rooms, or toothpaste?
Chances are, your customers have reached out
to your support channels with a question about your inventory.
With Business Messages, you can leverage our smart automation
to answer these questions about product
inventory in a seamless conversational experience.
In this real example, the product carousel
even shows the aisle where the product
can be found in the store.
And as we've mentioned earlier, OAuth is a powerful tool.
Now, you can authenticate your users in the chat
and continue the conversation from where you left off,
knowing who the customer is and the details
of their relationship with your business.
In this example, an airline has automated their journey
to verify a user's account and quickly display
reservation information.
What are all the ways that you interact with your existing
customers?
How could you use messaging to provide information and updates
to them, incentives, loyalty bonuses, help with billing,
and more?
Business Messages allows you to bring this
to your customers in a conversational experience.
And lastly, each experience we've highlighted thus far
has started with your customer coming
to you from a Google entry point, such as Search or Maps.
You can use Business Messages on your own properties
as well with our URL entry point.
What does this mean?
Simply embed a link anywhere you want
to start a conversation with your customers
using the Business Messages platform.
Maybe that's web chat on your home page or support page,
as you see here, or perhaps you want
to embed a link to chat directly in a marketing email
or on your social accounts.
You can meet your customers where
they are across their entire journey with your business
through Google's Business Messages platform.
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