le Merchant Center adds Customer Support Feature //

Google Merchant Center now offers a new feature for customer support.

Retailers can now input information about their return policy and customer service.

Merchant Center can then share these details directly with the shopper without them having to leave their program.

Why do we care. When they are unable to easily find information about customer service and returns, consumers feel frustrated. The ability to search for this information quickly and easily within Merchant Center improves user experience, but also helps build trust with shoppers. The more shoppers are able to trust a brand the more likely they will be to purchase products and become loyal customers.

Setting customer support information. Google has provided instructions for retailers to add their customer service information.

1. Log in to Merchant Center.
2. Navigate to the “Add Customer Support Info” card on the home page.
3. Click on ‘Add Info’.
4. Enter the following information for customer service:
   1. Customer service phone number
   2. Email address for Customer Service
   3. Customer service web page URL (i.e. Link to a Customer Service Form
   4. If your business offers live chat support, select the toggle “Live Chat Support Available”
   5. If your business is compatible with this, select the “Chatbot support available” toggle.
   6. Select your preferred method of contact after providing all the necessary information.
5. Scroll down to the bottom and click on ‘Save’.

What did Google say? Google emphasized the importance of customer service through a statement published on Merchant Center.

• “Customer service can be important to your business as well as your customers, because you are able to assist them in solving any problems they may have with your products or services.
• It also helps to build trust with customers. It’s vital that customers know where they can contact you for support.

Deep dive. Read Google’s Merchant Center customer support guide for more information.

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