¿Se ha parado a pensar alguna vez cuánto tiempo de nuestra vida pasamos esperando? Una persona media pasa 235 días esperando en colas y 43 días en espera. Interactuar con las empresas es un elemento esencial de nuestra vida cotidiana, hasta el punto de que dedicamos mucho tiempo y esfuerzo a intentar hacerlo. El resultado es que a menudo dejamos de prestar atención a las cosas que realmente importan en la vida.

So, this begs the question: why not make it easy for your customers to connect and start a dialogue in their own time, where they already are — en el moment of search and discovery? This is where Google’s Business Messages comes in. 

El auge del comercio conversacional

As the length of time spent waiting grows longer, your customers’ patience grows shorter. Consumer behavior has shifted towards asynchronous conversational messaging channels like Google’s Business Messages — a trend now known as “Conversational Commerce”. COVID-19 has only acted as an accelerant to this trend. Although 60% de los usuarios de smartphones have historically contacted businesses using the “Click to Call” entry point on Google Search, 79% de los consumidores prefer to talk to businesses using conversational messaging channels compared to legacy support channels like phone calling.  

By combining the entry points of Google Maps and Search, businesses of all sizes can offer multiple low-barrier, high-intent touchpoints at key moments in your customer journey. With a 92% de cuota of global mobile search volume, 70.000 consultas every second, and the average human making 4 búsquedas diarias, Google is undoubtedly where your customers are digitally present, right now. 

On top of that, your customers are actively transacting online, with 75% de los compradores using a Google product (including Search and Maps) in the past week to help with their shopping. By using Business Messages to organically reduce call volumes and drive rich, asynchronous messaging experiences, you can delight customers and boost sales, loyalty, and customer satisfaction. This is what makes Business Messages such a powerful communication channel to add to your omnichannel strategy using MessageBird. 

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But, what makes Google’s Business Messages unique? 

A primera vista, las conversaciones de Business Messages se desarrollan en un entorno de Live Chat estándar. Ofrezca a sus clientes una cálida bienvenida por parte de un agente digital, transfiera las conversaciones a sus agentes de soporte humano y active una encuesta CSAT al final de la conversación.

However, you’ll quickly discover that there’s more a la conversation. 

Business Messages is supercharged by Google’s rich media, authentication, and personalization capabilities. Suggested actions, smart automation, and assistive messaging provide immediate answers for routine questions. Product carousels help guide your customers through the conversation to exactly what they want. Built-in Google authentication enables your team to verify who they're talking to from the first message and remembers them for 30 days if and when they return to pick up where they left off. Ultimately, Business Messages creates delightful and memorable end-to-end experiences that lead to happier customers and help your brand stand out from the rest.

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¿Más channels, más problemas?

Otro punto de contacto de baja barrera conlleva un mayor volumen de conversaciones y, por tanto, una sobrecarga adicional para el equipo de asistencia. Una comunicación fragmentada channels con una estrategia no unificada a menudo dará lugar a experiencias de cliente incoherentes en channels.

Este es el problema que resolvemos.

By combining Google’s Business Messages with Bird’s omnichannel platform, your business can seamlessly unify all of your communication channels, no matter how many, and create a consistent messaging experience that delights. 

With Bird, the choice is yours. 

You can use Google’s Business Messages as a channel in Flows to design smart automation flows that can route conversations a la right places, answer frequently asked questions with FAQ Bot, create support tickets in Inbox. Alternatively, you can programmatically enable two-way conversations over any channel directly using the Conversations API.

You can do all of this in just a matter of minutes with Bird. 

No obligue a sus clientes a acudir a usted. Vaya a donde están y devuélvales días enteros de sus vidas con los Mensajes de empresa de Google y Bird.