When users are searching, they want to find answers to their questions. Especially when they are browsing nearby businesses. Business profiles help merchants share information about their business, such as opening times and safety measures.

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    However, users often have more niche questions that can’t be predicted as a field to complete. To combat this, Google is bringing messaging capabilities directly to Maps and Search for verified businesses. Once you turn messaging on from your business profile, you can start answering your customers’ questions. 

    Customers are wanting to make more informed decisions before leaving their homes due to the pandemic. Since the start of 2020, users have initiated twice as many merchant messages than usual. Customers will not only be able to message you from the message function but also from anything you post. If they try to call and you can’t answer, they’ll be prompted to send a message instead.