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Podcast / Customer Service / Google • 5 min read

Reach, connect, delight. Successful strategies with Google’s Business Messages

Businesses reach out to customers. How about customers reaching out to businesses?

Marie Avandegraund
Marie Avandegraund
. Updated
Strategic Adopters podcast episode 1 - reach, connect, delight with Google's Business Messages

There are various digital communication tools for companies to help educate customers, create a product showcase, provide support when needed and nurture the customer connection with a brand. Now the challenge is to make the most of what is available on the market to deliver helpful, timely, and engaging experiences right at the moment consumers need you.

This week, we're excited to welcome gurus of business messages: Tina Prestino (Business Communications), Andreas Nita (Partner Development Manager), and Olga Zubashko (Product Manager).

In the episode, they shared successful strategies with one particular tool – Google's Business Messages.

Listen on podcast platforms

Some insightful breadcrumbs for sparking your curiosity

Consumers and brands

“Consumers no longer compare their brand experiences between two different companies in the same space. Rather, they make comparisons between their brand experience of, for example, a mobile service provider with a best-in-class airline.” — Andreas Nita, Partner Development Manager at Google

The must in implementation

“The Welcome message and conversation starters are something we suggest everyone use. My colleague likes to say “you can’t have a conversation, without a conversation starter.” We find that by offering users an idea of what an agent can help them with,the user is more compelled to continue the chat.” — Tina Prestino, Business Communications, Google

Automation and live agents

“We always knew folks might want to shop via a messaging experience so we built out rich cards and carousels for users to browse items visually. However, we’ve also seen that consumers really value an “expert” live agent in addition to rich content and automation. When commuting with an “expert” at the store, consumers are quite comfortable making even expensive purchases, such as high-end jewelry.” — Olga Zubashko, Product Manager at Google

Deep dive into our episode

Tune into this week’s episode to hear our whole conversation with Tina, Andreas, Olga and get responses to questions you may wanted to ask.

  • Who will benefit the most from Google’s Business Messages?
  • How does Google’s Business Messages differ from other solutions?
  • What are the most beneficial features of Google’s Business Messages? And for pre-purchase research/pre-sales product support?
  • What problems businesses can solve and better not solve using Google’s Business Messages?
  • What questions/experience should be automated and what it’s better to handle with agents?
  • What are the first steps to integrate Google’s Business Messages into customer experience (CX) strategy and workflows?
  • How do you keep the human touch when automation is involved?
  • What are some "rookie mistakes" when it comes to implementing Google’s Business Messages?

Check out the website for more information like success stories and benefits at businessmessages.google.

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