Responding to your customers’ questions is crucial in providing them with important information about your products and services. Google’s latest update now allows customers to directly ask you questions on your Google My Business (GMB) page – but for now, only on mobile devices. As soon as the user comes across your local listing, they can ask you all about your company without even clicking through to your website.
What does this latest update mean for you? Well, you can communicate key information about your products and services directly with your potential customers.
Here are some of the ways you can take advantage of Google’s Question & Answer feature:
Respond to your customers straight away
Response time is critical in converting your leads, so think of a question coming through to your GMB page as a lead, especially because someone has taken the time to ask about your business. If you have an Android device, you’ll receive a push notification when a question is asked on your listing. Therefore, the quicker and more relevant your response is, the more likely you will convert a potential customer. You could even respond with a link directing them to a helpful page or the product itself.
To provide a response, go to your company’s GMB listing and answer the question from there. Take a look at our step-by-step process below:
Highlight the most helpful questions
Considering all of the questions and answers will be displayed publicly, this feature provides you with the opportunity to draw attention to the answers that will be most helpful to your customers. You can do this by clicking the ‘Helpful?’ thumb, which suggests to Google this is a top question. What you’ve got to take into consideration is that anyone can click on the helpful thumb. Therefore, questions with the most clicks will feature at the top. This will give you an indication as to what information your customers want most.
Add your own questions & answers
If you’ve got some questions that are regularly asked by customers, this feature also provides the opportunity to highlight some of your own FAQs. Of course, you may have a page dedicated to this information on your website already, but here’s a great way to showcase some of those relevant and helpful questions in an easily-accessible location.
Some examples of generic FAQs could include:
- Do you accept credit/debit cards?
- Where is the closest parking?
- Do you have a toilet on site?
- When do you usually have sales on?
- Can I test your products?
- What’s your returns policy?
Ultimately, what Google is trying to do, is to get you to become more sociable with potential customers. And there’s nothing wrong with that. If used to its full extent, this feature is a great way to engage with your customers and convert more leads.
If you want more information about Google’s Question & Answer feature, or if you need help with your Google My Business (GMB) listing, you can contact our Digital Strategists at any time.