Google is trying out a new feature called “Quick Replies” for its Business Messages platform. This feature helps businesses answer common customer questions faster. It is being tested with a small group of businesses first. These businesses are mostly in the retail and travel industries.
(Google Tests “Quick Replies” for Business Messages)
Quick Replies lets companies set up short, ready-made answers. Staff can choose these answers when chatting with customers. This saves time. It makes the chat smoother for both the business and the customer. Businesses can create these replies themselves. They can add different replies for different types of questions. For example, a store could have quick replies for questions about store hours, return policies, or product details. An airline might use them for flight status or baggage rules.
Google thinks this tool will improve customer service. Customers get answers faster. Businesses can handle more chats at once. This is important because many people now prefer messaging over phone calls for support. Google Business Messages lets people chat directly with companies found through Google Search or Maps. Quick Replies could make these chats more efficient.
(Google Tests “Quick Replies” for Business Messages)
The test is happening now. Google wants to see how well it works. They want feedback from the businesses using it. If the test goes well, Google plans to offer Quick Replies to more businesses later this year. There is no set date for a wider release yet. Google often adds new features to Business Messages. This is part of that effort. They aim to make talking to businesses online easier for everyone.