Mitto Increases Brand Accessibility with Google Business Messages

Communications tech is powering the future of customer engagement. 

Tools like Mitto Conversations are empowering the future of customer engagement through a highly accessible browser-based tool that enables omni-channel support. The ability to build more messaging touchpoints across the customer journey with unified tools, marketers, and backend agents means clients don’t have to supply those resources, and their consumers don’t have to struggle to find and get help. In addition to Conversations, Mitto has launched Google Business Messages, an innovative channel that customer experience teams can implement to engage customers directly where they are; within Google Search and Maps. 

Available within Mitto Conversations or as a standalone integration, Google Business Messages now gives brands of any size an additional channel for consumers to initiate and receive timely support with zero friction. “Consumers have preferences when it comes to how they want to interact with brands today,” explains Mitto CTO, Ramon Kania.  

“Our job is to build the technology that ensures businesses of any size can offer the communications channels needed to satisfy every expectation and, ultimately, increase their sales because of it”

The Google Advantage

Google Business Messages is a partnership with Google that allows consumers to engage with brands directly from Google products such as Google Search or Maps. If a user sets Maps to direct them to a particular home goods store, they can communicate directly with that specific store to inquire if the product they need is in stock. Users can also ask about additional services or delivery options. Ultimately the goal is to provide a robust customer service experience that will drive further engagement. Google Business Messages allows customers to reach brands without leaving the Google products they are already using. This eliminates the need to look up a phone number or go to a separate website for a live chat. The easier it is for the end-user to find the information they need immediately, the higher conversion rates will be for any given brand. Ultimately, an engaged customer is a valuable customer. The more touchpoints that both brands and consumers have to communicate, the greater the benefit these tools are for both parties.  

The Future of eCommerce

The vision of Kania is to open communications technologies like Google Business Messages to more users and use cases by building tools into their increasingly expanding portfolio of dashboard solutions. Says Kania: