Google Brings Messaging Capabilities in Google Maps and Search

Starting today, Google is rolling out the ability for verified businesses to message with customers directly from the Google Maps app. Once you turn messaging on from your Business Profile, you can start replying to customers on Google Maps from the business messages section in the “Updates” tab. And soon you’ll also be able to see your messages right from Google Search (via the Customers menu on your Business Profile) and message customers directly from your computer.

In addition to clicking on the “Message” button on your Business Profile, customers can now start a conversation from any post you create (we saw this test earlier). And if they try calling and you don’t answer, they will be prompted to send a message.

You can now respond to customer messages straight from the Google Maps app.

Performance insights on Search and Maps

They are also rolling out more metrics to give you a deeper understanding of how customers discover your Business Profile. Soon you’ll see a more detailed list of the search queries customers used to find your business on Google. At the beginning of next year, you’ll see updates to the performance page that show whether customers saw your business via Google Maps or Search and if they saw it from a computer or mobile device. All your performance data will be available for up to six months.