Google to Shut Down Business Profile Chat Feature

Google has decided to discontinue its Business Profile Chat feature, posing a significant shift for PMCs leveraging this more direct communication style.

As this feature sunsets, it's imperative to understand the impact and adapt to maintain seamless engagement with potential residents.

Here, we’ve put together a guide on how to do exactly that.

Let’s get started.

What Is GBP’s Chat Feature?

Google Business Profile's chat feature allows businesses to communicate directly with customers.

For PMCs, this means prospective residents can ask questions, schedule tours, and get real-time responses without leaving the Google search page.

Invaluable for quick, convenient customer service, the chat feature helps attract and engage potential residents efficiently.

Why Is Google Shutting It Down?

Google's decision to shut down the chat feature stems from its efforts to streamline and improve its offerings.

While valuable for many businesses, Google aims to enhance overall user experience by focusing on other areas.

This change is part of its commitment to evolving and offering the best possible services.

When Will the Shutdown Take Place?

Google will stop creating new conversations on July 15, 2024, and chat functionality will fully end on July 31, 2024.

Apartment hunters can still find and contact your community via Google Search and Maps after these dates.

How Can PMCs Prepare?

To prepare for a smooth transition, it's essential to take a few proactive steps on your end.

We suggest doing the following:

👉 Download Chat History: Preserve past conversations by downloading your chat history using Google Takeout.

👉Update Contact Information: Ensure your GBP has current contact information for phone, email, and your website.

The goal here is to help prevent disruption in communication and continue to engage effectively with potential residents.

What Alternatives Are Available for Communication?

To help promote engagement post shut down, consider these alternative communication methods.

They’ll likely help maintain close contact with prospective residents looking for their next home:

👉Email: Set up a dedicated email address for inquiries and display it prominently on your GBP, website, and social media pages.

👉 Phone: Make sure your phone number is easily accessible on all platforms and consider setting up a dedicated line for prospective resident questions.

👉 Live Chat Software: Integrate live chat software on your website to provide real-time support and answer questions.

👉 Customer Service Platforms: Explore customer service platforms like Zendesk or Freshdesk, offering tools, such as live chat, email, and social media integration.

Change is inevitable.

That said, PMCs have no choice but to adapt to Google’s chat feature shutdown.

By preparing in advance and exploring alternative methods, you can ensure a seamless transition and continue to provide excellent customer service.

What was your biggest takeaway from this article? Let us know by leaving a comment below!

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