Navigating Google My Business and Reviews During COVID-19
The global shutdown caused by the COVID-19 pandemic has significantly impacted businesses across various industries.
In Facebook’s State of Small Business Report, it is evident that hotels, cafes, and restaurants, along with service-based enterprises, have felt the brunt of the economic downturn attributed to the pandemic.
These businesses depend heavily on activities halted by the pandemic—such as travel and social gatherings.
Although stay-at-home restrictions have posed challenges, tools like Google My Business (GMB) and Google reviews help businesses keep customers informed and maintain visibility.
Even as countries reopen, keeping customers updated about business operations and safety measures remains critical. This guide explores how to effectively use your GMB listing and Google reviews during the coronavirus pandemic.
What Is Google My Business?
Google My Business is a tool that connects businesses with customers and helps them grow their online presence. It offers essential information, including contact details, location, and website links.
Google My Business is a prime method for enhancing local visibility on Google, independent of your website strategy. Customers can also leave reviews via Google reviews, linked to a Google My Business account.
The pandemic has altered the way people use Google My Business listings. Instead of seeking businesses to visit, users now look for updated delivery or pickup options and revised operating hours.
Adapting your Google My Business listing and monitoring Google reviews is crucial during these times.
Optimizing Google My Business Listings & Google Reviews During COVID-19
Customers have many questions and concerns due to COVID-19, often turning to Google reviews to express their thoughts.
With 76% of customers trusting online reviews as much as personal recommendations, managing your reviews is vital, especially during a pandemic.
Replying to Google reviews promptly is always a best practice for enhancing customer experience and maintaining online reputation. Moreover, it affects your local search ranking.
How to Adapt Your Google My Business Listing
Here are several ways to maximize your Google My Business account and keep up with your Google reviews:
Ensure Your Company Information Is Always Current
Updating your Google My Business information ensures customers can find you and understand any changes in your operations.
Key information to update includes operating hours, delays, temporary closures, gift card availability, and updated contact information.
For restaurants and storefronts, specifying service options like pickup or delivery on your GMB listing can guide customers effectively.
Dedicate Time to Monitoring & Responding to Google Reviews
Customers are more likely to have questions about your policies, hours, and any discounts. According to American Express, 7 out of 10 U.S. consumers spend more to do business with companies offering excellent customer service.
Using the messaging tab in Google My Business to answer customer queries quickly can enhance customer satisfaction. An automated welcome message can manage after-hours inquiries.
Hiring a dedicated online review response team can help manage review volumes efficiently.
Streamline Processes for Multiple Locations
For businesses with numerous locations, managing reviews across multiple GMB listings can be challenging. Streamlining your efforts can help manage this more effectively, such as:
- Using canned responses for frequently asked questions.
- Scheduling daily time for review management.
- Creating an FAQ page to address common queries.
Consider Hiring an Online Review Response Team
Managing customer inquiries and reviews can be overwhelming, particularly during a pandemic. An online review response team can respond promptly, ensure consistent branding, flag important messages, and identify ways to improve the customer experience.
The Importance of Responding to Google Reviews
Maintaining your Google My Business listing and responding to reviews is essential in keeping your business visible to customers during COVID-19. Timely replies to customer questions, messages, and reviews demonstrate a customer-centric approach.
Outsourcing this task can relieve stress and ensure continuity in customer interactions.
Image Credits: All screenshots taken by Let Us Respond, June 2020
