We’ve got some significant news for small business owners: Google is dwindling down its chat and call history features in Google Business Profile. This change will take effect on July 31, 2024. 

Here are some key dates to remember

July 15, 2024: Customers will no longer be able to start new chat conversations with your business from Google. Those already in chat conversations will be informed about the phase-out.

July 31, 2024: All chat functionalities in Google Business Profile will end. Additionally, you’ll no longer be able to view your business’s call history within the profile. However, customers will still be able to contact your business via Google Search and Maps, and you’ll retain access to other engagement metrics like web traffic and direction requests.

Here’s What You Need to Do Next

1. Download Past Records: If you need to keep records of past chats or call history, download them via Google Takeout before July 31.

2. Plan for Communication Shifts: Consider inviting customers with ongoing chat conversations to move to alternative chat channels if you have any such as your business email. This ensures a seamless transition and continued engagement.

3. Leverage Google Search and Maps: Continue to optimize your Google Business Profile with up-to-date information, photos, and links to your website. This will help customers find and contact you easily.

 Staying Engaged with Your Customers

While the chat and call history features are going away, it’s crucial to keep your lines of communication open and active. Here are some tips to ensure you stay connected with your customers:

Boost Your Online Presence: Keep your Google Business Profile, website, and social media profiles updated with current information and engaging content. This will help maintain your visibility and customer engagement.

Enhance Customer Interaction: Utilize other communication tools like email marketing, social media messaging, and alternative chat services. Encourage your customers to follow and contact you through these platforms.

Track Your Metrics: Continue to monitor your business metrics through Google Business Profile. Pay attention to analytics, web traffic, direction requests, and other engagement metrics to understand how customers interact with your business.

Our Final Thoughts

Change is never easy, but it often brings opportunities for growth and improvement. Companies will always look for ways to save money and “trim the fat”. By staying adaptable and proactive, you can navigate this transition smoothly and continue to build strong connections with your customers. If you have any questions or need further assistance, be sure to visit Google’s support page for more information.