In this fast-paced, fast-food, fast-moving world, we have become accustomed to instant gratification. It has become so ingrained that we’ve been conditioned to think, be instant, or don’t be. Unless we’re talking about aging wine or whiskey. Coming to business, consumers are expecting no different. Because there is always another company that would.
And why not? If businesses can deliver our pizza in 30 minutes, why not address inquiries at the same speed? And who best to understand this than Google. We’ve searched for things everywhere, from content to maps. We’ve started searching for more and more.
And how better to engage than this? You’ll wonder. Today we’re launching Chatbots atop Google’s Business Messages. A whole new way of connecting businesses and consumers.
With Google’s Business Messages, consumers can now chat with a company, just like how they could search for directions or call a business from Google Search and Maps! That is some business-class treatment now!
Considering we’re all locked up with limited travel to do, let’s dream of travel. Tread with us on this storyline…
Consider a travel company called My Yellow Travels and its competitor Red Travelers. Yellow travels and Red travelers are both listed on Google My Business, but My Yellow travels have taken access for Google my Business chat from Yellow Messenger and automated its entire customer engagement with Yellow Messenger’s Chatbot.
Now let us consider two characters Noel and Sonia, both love traveling. Sonia is a planner, she plans everything in her life, even her traveling plans, but Noel is the opposite, he is always scavenging for travel tickets as he always makes a sudden plan.
Sonia vacation time is coming up, and she runs a Google Search for traveling companies in her city to help her with vacation plans. On her search, she finds both My Yellow travels and Red travelers, but she notices something interesting, My Yellow Travel with its listing has a messaging option available with it, she finds this very interesting and new and tries it.
Voila, it amazes her to see that she can not just book her tickets but also get some amazing tips for traveling and get the hotel’s brochure while chatting with Google’s Business Messages feature!
Noel, on the other hand, forgot about his vacation and did not book tickets. Before leaving his office he searches for a traveling agency near him and finds both the business mentioned in the Google Maps, but, My Yellow Travels has a chat feature helping him to book to his tickets on Google Maps, and helping him with directions directly leading him to the station.
In both cases, our characters choose My Yellow Travels. Here’s why: