Google have recently
confirmed to TechCrunch that they are in the
process of testing a new Live Chat Support service for
businesses, which will feature in search results alongside the
company’s Google reviews, address, open hours and contact information.
has been one of the first companies to see the closed test implemented on their
Google profile; call me biased (working for a Live Chat company), but to my
pleasure, it just looks so fitting!
When the Chat button is clicked, a chat
is automatically launched through Google Hangouts (although
due to the closed test, it seems it is currently out of action for anyone
outside of Google.)
But is this just a last
chance saloon to save Google Hangouts?
I think not.
Over the past eleven years, Google
Trends has seen a drastic increase in interest for search terms relating to
Customer Service and in turn, Live Chat.
I compared the four key-terms:
- Live Chat Software
- Live Chat Application
- Business Live Chat
- Customer Service Software
The results were as I expected – Live Chat has been around for over a
decade, but it has really hit the radar in the past 5 years:
Customer Service Software dominated the search results in 2004:
6 years later, the 3
other search terms are slowly creeping up into recognition; Live Chat Software
is now gaining on the once dominant Customer Service Software:
And finally, 2015 has
seen the search terms beginning to even out, with businesses realising the
importance of implementing Live Chat.