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May 29, 2019

Why You Need to Answer your Google Q&A's

Read the latest from Widewail about our 4 reasons to start monitoring and answering your Q&A section of Google My Business today.

By Jane Garfinkel - Review Response Specialist

In August 2017 Google launched a new feature for Google My Business: Questions and Answers.

This addition to the GMB provides another opportunity for companies to manage their online presence, and they should take it. Below we explain four reasons to start monitoring your Q&A section today.

Stand out from other businesses

It might surprise you to learn that 91% of businesses do not answer their GMB questions. This staggering statistic is one that you do not want to be a part of.

By simply responding to customers and potential customers on your Q&A page, you’ll put your business way ahead of the pack.

Ensure your company is being represented in the best light

Google questions can be asked and answered by anyone with internet access.

It’s no wonder that Q&A sections are often filled with inaccurate information, crass language, and unrelated content.

Let’s look at two examples of what happens when a GMB Q&A goes unsupervised.  

angry customer

In the example on the left, an angry customer is publicly venting about the poor service they received.

On the right, Joe’s answer is promoting a competitor.

If this business were on top of their GMB page they would have reached out to the upset customer and reported the irrelevant answer posted by Joe. Instead, they’ve allowed these posts to remain as is and completely given up control of their online reputation.

Provide the best customer service

In 2019 digital customer service has become the standard.

In fact, over half of all customers expect a business to respond to their reviews.

While the Q&A section is still relatively new, it’s another chance to prove your commitment to quality service. Engaging through your GMB Q&A demonstrates the type of care guests can expect from your business, both in-store and out.

And remember, 77% of consumers are likely to recommend a company if they’ve received great customer service. Which leads us to our next point.

Gain new business

This image shows the type of opportunities Google questions present.

Google questions

He is asking about the dealership’s inventory, a perfect sales lead-in.

Unfortunately, Ben’s answer of “They definitely have it dude” won’t do much to bring anyone into the store.

A timely response directly from the dealership would be much more informative, authoritative, and convincing. By monitoring and responding to their Q&A, this company could have brought a customer to their doorstep.

Even general questions bring with them the potential for new business.

For example, someone might ask for your company’s phone number or hours. While this information should already be listed on your GMB page and website, making the small effort to answer the question shows that you will do whatever it takes to deliver a positive experience to your guests.

This gesture could mean the difference between making a sale and losing one. Ultimately, the GMB is a cost-free source of customer acquisition.

At Widewail, we are experts in reputation management and online engagement.

We believe that the question and answer section is the newest frontier in online customer service and should not go overlooked. If you’re looking for support, we’ve recently begun partnering with businesses to help them make the most out of their GMB Q&A.

For more information, reach out and schedule a free reputation and GMB audit with our team.

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Jane Garfinkel

I’m a New Jersey native who joined the Widewail team during my brief stint in Burlington. Now living in Jersey City, I currently serve as the Response Team Lead and Content Specialist. My background is in writing and my work has been published by Thrillist, Reductress, McSweeneys, The Rumpus, and more. I occasionally update my own blog No Meat, Some Potatoes, and in my free time I hang out with my dog Jake.

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