Google Business Call History: Important Updates and Next Steps
Starting July 31, 2024, Google will no longer offer the chat and call history features in Google Business Profile. This change means businesses will lose the ability to interact with customers through chat and access call history directly from their Google Business Profile.
Key Changes to Google Business Profile Chat and Call History
Google has announced significant changes to the Google Business Profile that will impact how businesses interact with their customers. Here’s what you need to know:
Chat Feature Removal: As of July 31, 2024, the chat feature will be removed from Google Business Profile. This means you will no longer receive new chat messages from customers.
Call History Removal: You will also lose access to the call history feature, meaning you won’t be able to see customer call records directly from your Google Business Profile.
Continued Customer Interaction: Despite these changes, customers can still find and contact your business through Google Search and Maps. They can learn more about your business from your website links, business description, photos, and other information shared on your Business Profile.
Engagement Metrics: You will continue to receive calls from your Business Profile and can track other engagement metrics such as web traffic and directions requests.
Timeline for Changes
July 15, 2024: Customers will no longer be able to start new chat conversations with your business through Google. Those engaged in existing chat conversations will be notified about the feature phaseout.
July 31, 2024: The chat feature will be completely removed from Google Business Profile, and new chat messages will no longer be received. Additionally, call history will no longer be accessible from your Business Profile.
What You Need to Do Next
With these changes approaching, it’s crucial to prepare your business to ensure smooth communication and record-keeping:
Download Past Records: To retain records of past chats and call history, use Google Takeout to download this information. These records will be available for download until August 30, 2024.
Transition to Alternative Chat Channels: For ongoing customer conversations, consider alternative chat platforms to maintain communication. Popular options include integrating chat features on your website or using messaging platforms like Facebook Messenger, WhatsApp, or dedicated customer service tools.
Update Business Profile Information: Ensure your Google Business Profile is fully updated with accurate information, including website links, business descriptions, and photos. This will help customers easily find and contact you through Google Search and Maps.
Monitor Engagement Metrics: Continue tracking your business’s engagement metrics, such as call volume, website traffic, and directions requests, to gauge customer interactions and make informed decisions.
How to Check Your Business Profile Performance
Despite the removal of chat and call history features, you can still monitor how customers interact with your Business Profile. Google provides tools to check your performance metrics:
Sign in to your Google Business Profile: Go to your business profile dashboard.
Navigate to the 'Performance' tab: Here, you can view insights about customer actions, such as the number of calls, messages, bookings, and requests for directions.
Analyze the data: Use this data to understand customer behavior and improve your marketing strategies.
Conclusion
The upcoming changes to Google Business Profile chat and call history features require businesses to adapt to continue effective customer communication and record-keeping. By downloading past records, transitioning to alternative chat channels, and keeping your profile updated, you can ensure minimal disruption to your customer interactions.
Stay proactive and make the necessary adjustments to maintain strong customer relationships and keep your business thriving. For help with your Google Business strategy, please contact the Chicagoland advertising and branding specialists at Rizzo Young Marketing.