Leading customer feedback platform Critizr now supports Google’s Business Messages in Europe.
Critizr’s customer feedback technology will integrate with the new Google channel, meaning people can now contact and hold rich conversations with their local businesses in real-time – simply and directly from Google Search and maps.
Critizr will focus on helping its retail clients launch and maximise the potential of the new channel to enhance how they positively interact with customers, answer questions, provide locally relevant information, and issue personalised suggestions and advice.
This aligns with Critizr’s mission to close the gap between a brand’s local teams and its customers and will enhance how the platform listens to and connects with shoppers to improve the customer experience in-store.
Commenting on the news, Aurélien Dubot, VP of product marketing for Critizr, said: “Google’s Business Messages is a powerful new channel for customer experience improvement and we are thrilled to be part of the program in Europe. With the aftershocks of COVID-19 still being felt, it’s more important than ever for brands to build a strong connection with their customers, and to be instantly available to answer questions and smooth the shopping experience. People want convenience and immediate answers to basic questions around opening times and queues. They also want to feel that their voice is being heard and that there’s a personal and emotional connection to the brands they shop with.
“Critizr’s focus on facilitating and nurturing the connections between local staff and customers means Google’s Business Messages is a perfect fit for us and our platform, ensuring our clients are adapting to the changing ways in which customers use technology and connect with local businesses.”