You can now take advantage of Google Business Messages to reach more of your customers during their online journey - all within your existing Talkative setup.
Created in a similar vein to our social media live chat channels, this latest integration means your contact agents can engage more customers than ever before, while still managing every other digital channel in the same location.
The modern customer journey starts on mobile, and Google’s share of the mobile search engine market pulls more customers onto their results pages than any other provider.
As such, the Google Business Messages chat function was designed to give your customers an easier opportunity to digitally communicate with your business.
With Talkative’s integration, you can benefit from Google’s offering without any extra staff, workload, or platform issues.
You can expand your reach further than ever before.
Want to see how your organization could benefit from a live chat integration with Google Business Messages? Get in touch with your Talkative Account Manager today!
The benefits of Google Business Messages
If you're like most contact center or customer experience managers, you're always looking for ways to make your organization more efficient - and more successful.
That's why we're excited to introduce our Google Business Messages integration. It’s a new way to connect with your mobile customers via chat, catching them while they navigate the most powerful and popular search engine online.
Think back to the last organization you searched for online. There’s a high chance that you began your journey by searching Google via a mobile device.
Next, you most likely came across a company details card like the one below.
With Talkative and Google Business Messages, your customers can now select the circular chat widget above, leading them straight into a Talkative live chat interaction with your contact center agents.
But that’s not all: you can also deploy a Talkative chatbot to answer these interactions for you.
Doing so means you can automate more customer conversations and enjoy more interactions and increased traffic. These chatbots can then hand over to a human support agent when necessary.
Whether you prioritize human or AI support, this new integration means your contact center can take advantage of some powerful benefits:
- Your organization can enjoy a faster connection with your customers, all in real-time and at the beginning of their customer journey.
- Your contact center agents can send and receive messages all within the same pane of glass as your other Talkative interactions.
- You can continue customer interactions with Google nudges - even once customers have navigated away from the chat window on their mobile device.
- You can take advantage of Talkative’s analytics and reporting capabilities, all while enjoying Google’s enormous scope of reach.
Plus, there's no need to download any additional software - it's all completed through your Google and Talkative accounts!
What’s more though, this integration will give you an even greater ability to continue customer conversations while they're on the move.
It means you have a greater ability to convert more customers and limit abandoned interactions, whatever kind of query moment they experience.
To see how, let’s take a look at the Talkative and Google integration in action!
In action: Talkative and Google Business Messages
Below is an example of a Talkative interaction within Google Business Messages.
In the above scenario, a customer has discovered the company on the Google results page, before starting a chat by selecting the chat widget beneath the organization name.
After being greeted by a Talkative chatbot with an automated response, the chatbot then handed over to a human agent.
Here’s how it looks behind the scenes within the Talkative system.
As well as the above functionality, this latest integration tackles an all too common contact center issue too: chat abandonment rates.
Thanks to Talkative and Google Business Messages, however, your customer can now navigate off page, and they’ll still receive the contact center agent’s response!
Below is how the customer will see a notification of the agent’s response if they’ve navigated away from the window or locked their phone. With the nudge appearing like an SMS or social media message, your customer can pick up the interaction again as soon as they are ready. No more abandoned chats!
Finally, here’s how it looks when a chatbot handles the entire interaction, answering customer queries and redirecting them to the appropriate destination.
As you can see, however you use Google Business Messages, this integration provides a frictionless way for customers to reach your contact center without dialing a number or even visiting your website.
Meanwhile, you can rest assured that you’re catching your customers right when their interest is piqued: directly after they’ve searched for your brand.
Ready to get started? Get in touch with the Talkative team today and you’ll discover how to boost and improve your customer contact with Google Business Messages!
Talkative's other integrations
Alongside our Google Business Messages integration, Talkative has a huge range of integrations available for both current and new customers alike.
For instance, Talkative integrates with leading contact center and telephony names like Mitel.
That all goes without mentioning our social media channels, including Facebook and Twitter, as well as our WhatsApp and SMS integrations.
With each of the above integrations all seamlessly connected to Talkative, your contact center agents can answer questions and provide support from just one pane of glass.
Meanwhile, you can increase your organization’s reach, conversion rate, and satisfaction rate. To do so, you just need to get Talkative.
To get started with any of the above integrations - including the new Google Business Messages integration - simply get in touch with your Talkative Account Manager.
Or if you’re a new customer that’s looking to expand your reach and bring more interactions and conversions to your contact center, book a demo today. You’ll discover how getting Talkative can reinvent your digital customer experience.