On July 31, 2024, Google will remove the chat feature from Google Business Profiles. 

Small, local businesses will know just how useful this function can be as it allows customers to contact you directly from Google Maps to make a booking. Now that it is being removed, your company may be affected, but how will this change impact the way that customers can contact you, and what can you do to ensure that you are easy to reach? 

Join Infoserve as we walk you through the key changes that you need to be aware of. 

Will customers be notified of this change?

Customers in existing chat conversations will be notified about the upcoming change on July 15. 

Can customers still contact my business?

Yes, but not through the chat function. 

As long as your contact information including your phone number and email address are correct, customers will still be able to contact your business through your Google Business Profile. 

If your company’s phone number is not visible on your GBP profile, then you need to make sure it is visible from July 31. 

Will customers still be able to request a quote?

Customers will no longer be able to request a quote through your GBP profile. 

Who will this change impact? 

This change is most likely to impact small, local businesses who depend on Google Maps searches for conversions.

How to prepare for this change 

This change to a feature that is essential for local businesses will undoubtedly change the way that you generate leads online, but there are plenty of ways that you can prepare for this change. 

Make sure you: 

1. Redirect customers towards alternative methods of contacting you 

Google Business Profile chat is still live until July 31. Until then, use the existing chat to redirect your customers to alternative methods of contacting you. 

This could be: 

• Your business phone number or whatsapp channel 
• A contact form on your website 
• Effective online listings 

2. Ensure your online presence is up to date 

A correct and up to date online presence will help customers find you with ease. 

This means that, regardless of the loss of the chat function, your Google Business Profile should have the following information about your company listed accurately: 

• Your location 
• Your most appropriate contact details
• Your opening hours
• Your website link
• Directions to your physical location
• Reviews 
• Social media platform links
• Popular products/services 

One of the most effective ways to optimise your online listings is to use Listings Manager. In our blog, Google Business Profile: How to Optimise Your Local Business Presence, we dive into the details explaining how to create, maintain and get the most out of your Google Business Profile to draw in the best leads. 

3. Update your website

One of the best ways you can tackle this change is to have a well built website that allows potential clients to contact your business with ease. 

These are our top tips for helping your customers contact you without any fuss: 

1. Include your contact details in the footer 

When you include your contact details in the footer of your website, it allows customers to find them within seconds of landing on any page. Having your contact details in this position is expected, so customers will know exactly where to look to find your phone number and give you a ring. 

2. Apply simple navigation techniques 

Cut out the complex navigation menus and have a simple menu bar where the contact page can be accessed with a single click. Customers liked to use the chat feature because it gave them a quick and easy way to get in touch, so make sure that everything you do on your website reflects this. 

Instead of flitting through multiple pages, they will be able to send you a message with the click of a button - as they could previously. 

It can also benefit contractors to have a contact form on their main or home page to make this even simpler. 

3. Create a simple but effective contact form 

To ensure your contact forms are as user friendly as possible, make sure you:



• Make them straightforward and convenient to fill out
• Use a maximum of 5 boxes to avoid overwhelm and clutter
• Align instructive text to the left side of the box so it’s natural to read
• Give the form a clear, bold title 
• Ask for email address rather than phone number where possible 
• Utilise auto-fill functionalities by using common terms 

4. Turn your contact details into a button 

To make your contact information as easy to use as possible, make sure your phone number and email address are clickable so customers are only one click away from contacting you. 

Your email address should redirect to their email app, with your address already loaded so they don’t need to enter it again. 

5. Don’t neglect your messages 

Customers opt to use Google’s chat feature because they get a quick response. So, you need to make sure that you are getting back to your customer’s emails swiftly. 

Thinking of investing in modern web design?

If you’re concerned about the removal of GBP chat, please get in touch and Infoserve will be more than happy to discuss ways that we can continue to help with your conversions. Our web design experts are on hand to help you update your website, and our Listings, PPC and SEO team help your website get found