Pernahkah Anda berhenti sejenak untuk memikirkan berapa banyak waktu yang kita habiskan untuk menunggu? Rata-rata orang menghabiskan 235 hari untuk menunggu dalam antrian dan 43 hari untuk menunggu. Terlibat dalam bisnis merupakan elemen inti dari kehidupan kita sehari-hari, sehingga kita menghabiskan banyak waktu dan usaha untuk melakukan hal tersebut. Akibatnya, perhatian kita sering teralihkan dari hal-hal yang benar-benar penting dalam hidup.

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 — di moment of search and discovery? This is where Google’s Business Messages comes in. 

Munculnya perdagangan percakapan

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% pengguna ponsel pintar have historically contacted businesses using the “Click to Call” entry point on Google Search, 79% konsumen 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% saham of global mobile search volume, 70.000 permintaan pencarian every second, and the average human making 4 kueri penelusuran setiap hari, Google is undoubtedly where your customers are digitally present, right now. 

On top of that, your customers are actively transacting online, with 75% pembeli 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? 

Di permukaan, percakapan Pesan Bisnis berlangsung dalam lingkungan Live Chat standar. Berikan pelanggan Anda sambutan hangat dari agen digital, serahkan percakapan kepada agen dukungan manusia dengan anggun, dan picu survei CSAT di akhir percakapan.

However, you’ll quickly discover that there’s more ke 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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Lainnya channels, lebih banyak masalah?

Dengan titik kontak dengan penghalang rendah lainnya, volume percakapan menjadi lebih banyak dan oleh karena itu, biaya tambahan untuk tim dukungan Anda. Komunikasi yang terfragmentasi channels dengan strategi yang tidak terpadu sering kali akan menghasilkan pengalaman pelanggan yang tidak konsisten di seluruh channels.

Inilah masalah yang kami pecahkan.

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 ke 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. 

Jangan paksa pelanggan untuk mendatangi Anda. Datangi tempat mereka berada dan berikan mereka waktu sepanjang hari dalam hidup mereka dengan Pesan Bisnis Google dan Bird.