Beginning July 31, 2024, Google will remove call and chat history features from Google Business Profiles (formerly known as Google My Business profiles). The chat feature will be removed entirely and users will no longer be able to contact your business via chat on Google Business Profiles. Users will still be able to contact your business via the click-to-call phone number listed on your profile. However, the owner and administrators of the profile will no longer be able to track or report on how many calls came through, or who the callers were. Other key business information, such as hours, photos and reviews, will remain the same. Owners and administrators will still be able to track key performance metrics such as:
- Search Queries: What search terms are viewers using to find your business profile.
- Website Traffic: How many link clicks to your website came through your business profile.
- Direction Requests: The number of unique customers who request directions to your business.
- Total Interactions: A summary of all your total interactions.
…and more.
This update stems from Google’s ongoing efforts to protect user privacy while still allowing businesses to obtain valuable information that will help improve and maintain their visibility online.
What Should Businesses Do Now?
- Google Business Profile users have until August 30, 2024 to download call and chat history reports.
- Users actively utilizing the chat feature will be notified of this change starting July 15, 2024. If your business is actively chatting with any users, we recommend directing the conversation to another chat channel so no communication is lost.
Chat Alternatives
Chat messages are a popular lead generation tool amongst internet users. Your website might already have an integrated chat feature you can direct customers to. If you’re active on social media, you might already be using Direct Messages to communicate with customers. There are several alternatives to the Google chat feature that already exist in your other marketing channels.
Call Tracking Alternatives
Call tracking should continue to play an important role in your business’s overall marketing strategy. Without access to call history, your business can lose out on valuable marketing insights that will have a surprisingly large impact on your revenue, such as:
- Customer Service: Recording what your audience is looking for when they contact you
- Call Volume: How many customers contact your business via phone call versus other channels
- Call Duration: Measuring how engaged your customers are
- Missed Calls: Identifying missed opportunities that need a follow-up.
- Call Trends: Analyzing the peak call hours and patterns.
There are many third-party call tracking tools available for businesses. Each of their own pricing models that are largely based on the quantity of measured numbers needed and the overall call volume those measured numbers receive.
Katava Marketing is a full-service marketing agency that provides world-class marketing strategy and support to businesses of all sizes. We are devoted to helping you deliver high-quality digital marketing to your customers that will drive results. If you need help navigating Google’s latest updates, contact us today at (973) 998-8008 or fill out this form to get started.
