With the questions and answers function, users have the opportunity to publicly ask questions about the company – directly in the respective Google My Business entry. Both the companies themselves and other users can answer the questions.
The new function of being able to ask questions as a user and to answer the questions of other users can and should be used sensibly by companies. Because if a user has a question, there are sure to be others who would like to know an answer to it.
Questions and Answers is a kind of FAQ section (Frequently Asked Questions) in the Google My Business entry. The function enables users to publicly ask questions about the company. These are displayed directly in the local Google search results, more precisely in the Google My Business entry of the respective company. Google wants to provide potential customers with more details about the company and thus further influence the intention to call or visit the company.
Users can also answer questions
Since not only companies but also users can answer questions asked, entry owners should react as quickly as possible. On the one hand, they can ensure that the answer is correct. On the other hand, a quick response from the owner creates a positive impression on potential customers.
So that it can be seen that the answer comes from the owner of an entry, it is provided with the note „Answer from owner“. To do this, however, it is necessary that the owner is logged into his account when answering the question. This is the only way Google can assign ownership.
Questions and answers can be marked as helpful
Users can mark answers as particularly helpful with a „thumbs up“, regardless of whether they come from the owner or another user. This increases the relevance of questions and answers, which in turn affects the displayed order. The more positive the response, the higher up the question or answer is displayed. Therefore, you should react to new questions quickly and give as accurate answers as possible.
Account holders are notified in real time via email
Since Google notifies the account holder of new questions and answers in real time via email, editing is quick and easy.
Another way to be notified is via push notification on your smartphone. To do this, however, the person who manages the Google My Business entry must have the Google Maps app installed on their smartphone and must always be logged into the relevant company account. If this is the case, the notifications can be switched on in the Google Maps app as follows:
Settings -> Notifications -> My contributions -> Community questions and answers
You can easily answer questions or ask your own questions in the respective Google My Business entry in Google Search or on Google Maps. An answer from the Google My Business dashboard is currently not possible.
Just like with reviews, respond as quickly as possible to any question. If a question is too extensive or specific, please refer to your customer service in your answer.
If you have an FAQ section on your website, you can simply ask this question yourself and answer it at the same time. To do this, simply log into your account and ask the question how a user would otherwise do it. Then answer them and refer to your FAQ area.
Expert tip: keep keywords in mind
Questions and answers that contain keywords can help improve your business profile’s ranking for that keyword. So keep your keyword strategy in mind when outfitting your Q&A, but use it naturally and organically and don’t overload it with keywords