Woman in car on phone

Google My Business set to log recent customer calls: What this could mean for your business

It is believed that Google My Business is set to trial a new feature that will allow businesses to see recent customer calls that have been triggered from search results.

At the moment, clicking on the “Try it out button” gives you a notification, letting you know when the feature will be available.

While it is not available at the moment, a help page is already in place, allowing you to learn more about this new feature before it is widely available.

How it works

Once this is available, you will be able to get a “Calls” tab on your Google My Business app. The log from this will not only cover calls you answer but also any missed calls from people who click on the call button on your profile. It should also be noted that this will be app only and so you will not be able to access it via the browser version.

Potential issue

One potential issue is that Google will create a forwarding number, rather than the one you have on your profile. However, this depends on your own personal preference. Some people want customers to contact directly through their number, while others are more concerned about more customers coming to them and are not bothered about the method in which they come to them.

That being said, customers will still be able to see your phone number when looking up your profile, that won’t change. It is only when pressing the call button that a forwarding number will come up. There will also be the option to turn this feature on and off at any time.

Information

The call logs in this feature last for 45 days. It should also be made clear that the logs only cover phone calls and do not cover texts. At present, there is still some time for this feature to be worked on, as it is still in the early stages of development. Once it is ready, the beta version will only be available for US based businesses.

Will this work for you?

It is not easy to state whether or not this feature will be appropriate for your business, especially given that there is some development work to do and it will depend on how you intend to use it. Hopefully once the beta stage is completed in the US, any possible bugs will be ironed out and the feature will be ready to be used across the world.

There is definitely a lot of potential with this- being able to analyse who is calling your business will make it easier to tailor your products, services and promotions around statistics that are specifically based on your customer traffic.

Essentially this could be a great tool, but as with any tools it will be more appropriate for some sectors rather than others. If you are looking for more methods to promote your business in a more effective way, contact Baobab Marketing today.

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