In a surprising action, Google announced the discontinuation of its Business Profile Chat feature, effective July 15th, 2024. The decision arrives as part of a broader strategy to streamline services and focus on core competencies.
On July 31, 2024, They will close down call history and chat. Customers are being notified of the phase-out.
Another reason was the overwhelming amount of spam messages businesses were receiving.
The announcement has evoked mixed reactions from the business community. Many SMEs have expressed concern about losing a valuable customer engagement tool, while others see it as a chance to explore more developed solutions.
The discontinuation of Business Profile Chat marks the question mark for many businesses that have relied on it for seamless customer interaction. While the change presents challenges, it also opens the door for new opportunities and innovations in business communication.
Google has assured users that they are not being left in the lurch. The company hinted at upcoming features within its flagship communication platform, which promises more seamless integration with other business tools and enhanced functionality. Detailed information about these new features is expected to be released in the coming weeks.
Google’s email:
“We are reaching out to share that we will be winding down Google’s chat feature in Google Business Profile on July 31, 2024. We acknowledge this may be difficult news – as we continually improve our tools, we occasionally have to make difficult decisions which may impact the businesses and partners we work with. It’s important to us that Google remains a helpful partner as you manage your business and we remain committed to this mission.
Google will stop creating new conversations after July 15, and chat functionality will fully end on July 31. Please note, customers will still be able to find and contact your business via Google Search and Maps – and learn more information about you from your website links, business description, photos, and anything else you share on your Business Profile. ”
Background
Introduced in 2018, Business Profile Chat quickly became a popular tool among small and medium-sized enterprises, allowing them to interact with customers directly through their business profiles on various Google platforms. The feature facilitated real-time communication, helping businesses address customer inquiries, support requests, and feedback efficiently.