Local business owners with a verified Google My Business listing can now allow visitors to message them right from the local knowledge graph panel in search results.
Here is a screenshot of the message button in the local panel on Google:
If you already have a chat feature on your website, you know how profitable it can be. The conversion rate increases drastically when you provide satisfactory answers to customer's queries, instantly!
When people search for a specific product or service, they are usually at the end of the buying cycle. They know what they want, but still, have some questions in mind. So the business that provides the specific information they are seeking and in the quickest time possible, gets the business!
But here’s a warning - Do not enable this feature if you can't respond quickly. It is exclusively for those who can respond faster. Customers can view your average response time. And if your response time is bad, the chat feature can do more harm than good if you’re slow.
For example: If someone’s car broke down in the middle of the highway and they are trying to reach you, but you are not answering! You can imagine how frustrating it will be for them & how badly it will affect YOUR reputation!
So opt for the chat feature ONLY if your response time is quick. As of now, this feature is available delete this available it’s mentioned twice currently available in select countries. In the US, it’s live only for a select few local business owners. Google said they sent some businesses emails “inviting you to participate in the pilot.” If you have not been invited, you will not have access to this feature.
For more information on how to use this feature, check out this link from Google - https://goo.gl/bNZYXd