In 2018 Google Maps for Android and iOS introduced a way for customers to contact stores directly. Google today is expanding commercial messages on Maps and adding more features.
According to the company, “twice as many companies are sending messages through Google now, compared to last year.” The feature now supports more types of business with Walmart and Australia’s Woolworths supermarkets that are already testing the updated experience.
The messaging experience has added smart responses, product carousels, and unique welcome messages. There is also a “less disruptive transition from automatic responses to a customer service agent.”
Woolworths, Australia’s largest supermarket, allows customers to search for products and view aisle availability and information at their local store, as well as details about COVID-19-related hours and updates to make shopping easier. In just a few messages, Walmart enables customers to quickly find up-to-date information on store hours, pickup and delivery options, precautions, and more.
Meanwhile, MyGov enables people in India to obtain information on more than 11,000 shelters:
And MyGov, with partner Amplify.ai, is providing help and answering live questions from Indian citizens about hours, COVID-19 helplines, and ways to volunteer and donate, for more than 11,000 night and food shelters across the India.
Brands like Dish are also taking advantage of the capacity:
DISH, with partner [24]7.ai, you have seen a more than 22 percent reduction in average driving time using commercial messaging features compared to other messaging channels.
Google is also working to bring commercial messages to mobile websites and improve the way it appears in search. The feature is currently available in English, but support for other languages is planned. There is also integration with customer service platforms.
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