Google Is Testing Live Chat With Businesses Service From Search Results

A Twitter user spotted a new Google service that incorporates live chat with businesses directly in the search results. TechCrunch has now announced confirmation from a Google spokesperson about the existence of this experimental feature, which is currently in an early testing phase.

The service offers a direct text-based line of communication with a business via a new link that shows whether a business is currently available, and if they are, launches a chat via Google Hangouts/Google Chat. The service appears to be similar to Path Talk’s direct messaging platform with local businesses, but incorporates its service in the business listing search result card it shows on Google.com.

TechCrunch posted the following picture of the service:

Local Search expert, Mike Blumenthal, wrote on his blog that this is part of a test with a limited number of businesses. He explained that he received the following email from Google inviting him to participate in the test in mid-November:

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Google Hangouts can make it easier for your customers to reach out to your business with a Hangouts chat message. When customers are looking for you on Google Maps or Search, they’ll find a button to chat with you.

This feature is currently limited to a small number of businesses that have been invited to test it. Opting-in to this feature will allow customers to chat with you by changing the “customize invites” setting for your business. If you don’t want to participate in the trial anymore, you can opt out in settings for your business in Hangouts.

As we mentioned above, Google’s test service appears to offer the same conveniences as Path Talk, which launched last September. If Google indeed moves forward with a full launch of this service, it could be bad news for Path Talk, especially if Google makes it available via Google Maps in addition to directly in the search results of the company’s extensive index of places.

Google’s new service could open up a valuable new line of communication for dealerships if it becomes generally available. Many dealerships already provide a chat option on their websites where a customer can speak directly with a representative from the store. If a consumer can chat directly with the company without visiting their website, it could lead to an increased volume of inquiries as one step would be cut out from the process, which could benefit dealerships.

Considering the growing importance of messaging for auto dealers as well as for a wide range of other businesses, it makes sense that Google is exploring this option. However, it’s still very early in the testing stage. We’ll watching to see how this develops, and whether or not this service becomes widespread in the near future.