2021 | Confidential and Proprietary

Business Messages

Get to know Google's

Business Messages

We will start soon! 😊

 2021 | Confidential and Proprietary

Consumers look to Google first

70% of 92% of
online experiences those searches
start with a Search Engine start on Google.com

1 Internet Live Stats, 2021

 2021 | Confidential and Proprietary

In their moments of need, customers look to Google first

billions
searches occur every day 1

henson homeware range pacific pharmacy near me buy Dall & Olive sheets contact wireless mobile

‘I want to know’ ‘I want to go’ ‘I want to buy’ ‘I want to do’

when someone is exploring when someone is looking when someone is ready when someone wants
or researching products for a local business to make a purchase help completing a task

1 Internet Live Stats, 2021

 2021 | Confidential and Proprietary

The information customers need is out there, but it’s

often buried online or only known by experts
Unstructured answers
The complex knowledge that’s
hard for people to sift through

Published Web Unpublished Web

Human web
The complex knowledge held by real people
and accessed through conversations
 2021 | Confidential and Proprietary

Customers want the ability to message and converse with brands

‘I want to know’ ‘I want to go’ ‘I want to buy’ ‘I want to do’

when someone is exploring when someone is looking when someone is ready when someone wants
or researching products for a local business to make a purchase help completing a task

89% of users 1 in 4 consumers 53% of customers 63% of customers

want to connect who avoid stores say it’s are more likely to would switch to a
with businesses via because they don’t know shop with businesses company that offered
messaging 1 if a product is in stock 2 that they can message 3 messaging as a channel 4

1 Twilio 2 RetailWire 3 Outgrow 4 Avochato

 Messaging with brands Proprietary + Confidential

A growing trend

77% 85% $27 bn

Consumers reporting consumer are more Conversational

they are more likely to likely to buy with a commerce expected
purchase when they can company that interacts market value by
message1 in a personalized way1 year 20252

2022 | Confidential and Proprietary *Sources: 1. Liveperson 2021, 2. Juniper Research, 2021
 2021 | Confidential and Proprietary

Business Messages

Consumers aren’t just finding

businesses with search — they’re
ENGAGING with them
 2021 | Confidential and Proprietary

Introducing Google’s Business Messages

A conversational channel connected

in the Google Ecosystem
 2021 | Confidential and Proprietary

Live Agent OR
Business Profile ChatBot + Live Agent

API / Channel Partners

Business Profile App
 2021 | Confidential and Proprietary

Entry Points
 2021 | Confidential and Proprietary

Google's Business Messages helps your brand be

discoverable easily across multiple entry points

Chat

From Google From Google URL or From Android

Maps Search Widget Dialer App
 2021 | Confidential and Proprietary

Google ADs Integration (BETA)

Project Message

Apply an and/or launch

AD EXTENSION a standalone
to an existing text ad FULL AD FORMAT
 2021 | Confidential and Proprietary

Re-Engage
Google Business Messages enable
brands to re-engage
, with customers
during 30 days after the last interaction
 2021 | Confidential and Proprietary

Inside of Google
Maps app

Inbox Experience
Inbox with all conversations to guarantee
the user will not
, miss any message the
brand sends.
 2021 | Confidential and Proprietary

Features
 2021 | Confidential and Proprietary

Google's Business Messages presents several

features that bring a richer user experience

Bonjour Meal

1 2 3 4 5
Quick Reply Carousel with Seamless transfer Integration with Secure login
buttons images and buttons to live agent payment processors with oAuth
 2021 | Confidential and Proprietary

Key things to know about information security

Data Compliance and How is Google

Assurances Certifications using data?

Encrypted (at rest, in transit) Audited & ce i ed: Improving

Business Messages
Stored only on behalf of the user ISO 27001
(needs user-credentials to access) SOC 2&3
Building profiles, targeting
advertising, selling data
 2021 | Confidential and Proprietary

Use Policy make a distinction

between Prohibited and Restricted content

Prohibited Restricted
(never allowed) (with limitations)

● Counte eit goods ● Alcohol

● Dangerous products or services
● Products/services that enable dishonest behaviour ● Gambling and games
● Dangerous or derogatory content ● Healthcare related products and services
● Shocking content
● Capitalizing on sensitive events
● Animal cruelty
● Tobacco
● Political content
● Unauthorized content

Um mundo de possibilidades em todos os setores
Retail
● Assisted shopping
● Consult an expert
● Influence top of funnel
● Book store
appointment
Healthcare & Government
● Product/service offerings
● Purchase and confirmation
● Get a quote
● Book appointments
Tech & Telecom
● Purchase new device
● New or upgraded service
● Schedule in-store visit
● Book home appointment
Travel & Hospitality
● Search inventory
● Make reservations
● Bookings status
● Loyalty program offers
Financial Services
● Account offerings
● Mortgage rates
● Insurance policies
● Open new accounts
Auto Dealer
● Explore inventory
● Car option/availability
● Pricing quotes
● Schedule test drive
2021 | Confidential and Proprietary
Logistics
● Check delivery times
● Change order details
● Track a package
● Find pickup locations
Real Estate Agencies
● Search for agent
● Book in-office visit
● Explore inventory
● Schedule tours
 2021 | Confidential and Proprietary

Global Brands
 2021 | Confidential and Proprietary

Brands around the world are using Business Messages to deliver

great experiences for customers, at every moment of need
 2021 | Confidential and Proprietary

Over 85%
Customer
Business Messages drives Satisfaction Score

CSAT above 85%

30x
More store-related
Business Messages , creates a stronger questions than
customer experience by enabling us to do a webchat
better job at ‘hearing’ shoppers, answering
their questions and uncovering new ways to
delight Levi’s fans.” 31%
More pre-purchase
Rico Arrastia
research compared to
VP Product Experience, Levi’s
webchat
 2021 | Confidential and Proprietary

70%
Business Messages improves TEDi’s Of interactions are
pre-purchase related
pre-sales support and customer
service across 1,700 stores
1 hour
, Per day saved
per agent
Business Messages should be on everybody's
digital roadmap for 2021. It’s an easy
plug-and-play solution that improves how
customers interact with your brand.” Over 10%
Increase in customer
Wassilios Marazopoulos service productivity
Corporate Development, TEDi
 2021 | Confidential and Proprietary

28%
Decrease in average
handle times

Business Messages reduces

average handle times by 14%
Increase in customer
28% for DISH experience scores

,
Business Messages is a powerful way to 21%
connect with our customers. We definitely Improvement to
want to expand our use of Business Messages resolution rate
in the future.”

Kathy Schneider
81%
SVP of Customer Experience Operations, DISH
Business Messages
channel stickiness
 2021 | Confidential and Proprietary

98%
Of queries solved
by bots

Business Messages delivers

CSAT scores 20 points higher 85%
than web chat for Estafeta Cost savings vs. voice

,
I would strongly recommend using Business
+20
Messages for all companies—whatever sector
CSAT
they’re in. Right now it’s important for companies to
have open, on-demand conversations with their
customers, and Business Messages does just that.”
20%
Paulina Torres Ocejo Increase in
New Product and Innovation Strategist, Estafeta customer reach
 2021 | Confidential and Proprietary

2M
Interactions
Business Messages helps North
Carolina courthouse reduce
call volume by 37%
16M
, Views

Google’s Business Messages has helped the public

sector respond directly to citizens in real time during
the COVID-19 pandemic by reducing staff workload
and cutting costs for agencies.”
37%
Sam Tate Fewer phone calls
Co-Founder, Tango Technology
 2021 | Confidential and Proprietary

14.3x
Increase in lead
Business Messages helps Bajaj conversions

Auto’s lead conversions

skyrocket by over 14x
10%
Lift in re-engagement
, CPA
Google's Business Messages, in combination with
the ORI Revenue Acceleration platform, allowed us
to assist our customers at the most important point
of their customer journey: their discovery phase. Over 34k
This in turn skyrocketed our overall visitor-to-lead Unique users engaged
conversions.” during 2 months

Shardul Verma
Head of Digital Marketing
 2021 | Confidential and Proprietary

Brands in Brazil
 2021 | Confidential and Proprietary

Including several brands in LATAM!

 2021 | Confidential and Proprietary

Present at multiple local entry

points with chatbot

Main features
,

● Products purchase
● General questions
● Jobs
● Opening hours
● Customer service
 2021 | Confidential and Proprietary

Talk to Samsung stores via

Business Messages

Main features
,

● Talk to the store

● Technical assistance
● Product exchange
 2021 | Confidential and Proprietary

Buy directly through Business

Messages from Havan

Main features
,

● Purchase of products
● Photo integration
● Live agent
● General questions
 2021 | Confidential and Proprietary

Domino’s Brazil launched order

delivery on local entry points

Main features
,

● Registration to facilitate next orders

● Chips and cards highlight menu
offerings
● Agent’s highest activity during dinner
hours
 2021 | Confidential and Proprietary

Present at multiple local entry

points with chatbot

Main features
,

● Price query
● Products purchase
● Promotions
● Order tracking
● Customer service
 2021 | Confidential and Proprietary

Present at multiple local entry

points with chatbot

Main features
,

● Rent a car
● General questions
 Thank you!
And now, your questions :)
Get started with Google's
Business Messages today

Visit businessmessages.google

Find a partner here

Email kaiomarin@google.com