The confusion between F.A.Q. and questions/answers is often made by my customers, prospects and myself on the google help forums, and so I prefer to clarify this point in an article that will also serve as a reference when I’m asked the question again. I admit it’s not easy to find for someone who’s just created a listing and is discovering the “ergonomics” (the quotation marks are important) of Google My Business, now known as Google Business Profile.

Why these customer relations features are important in google my business

Prospects need to be reassured at every stage of their customer journey. That’s why my method always brings e-reputation into the process, to reassure customers about the order or purchase they’re about to make. But several parameters need to be taken into account:

  • a customer has the right to ask questions, which is normal, you might say.
  • every question is an intelligent one! the customer pays for the right to ask a stupid question, and all too often I have angry shopkeepers who can’t stand being asked the same question for the 50th time during the week.

Well, these features are designed to :

  • reassure customers
  • save time for the owner of the form, who by answering 1 time, displays the answer on the form. This prevents other potential customers from asking the same question by e-mail, phone, etc., and wasting the owner’s time and concentration in his busy day.

It’s a win-win situation, and even more so when you read the tips at the bottom of the article. #teasing

Especially when properly configured, the FAQ function is a relational war machine that allows :

The Frequently Asked Questions feature lets you create automatic answers to common questions that users may ask about your facility. You can use two types of frequently asked questions:

Customized FAQs

  • These are questions and answers that you create, and which may be specific to your establishment.

Automatic FAQs

  • These are questions and answers generated by Google based on the information in your site listing. Automatic FAQs currently answer questions on the following topics:
    • Opening hours
    • Appointments
    • Contact
    • Delivery information
    • Location or address
    • Accepted payment methods
    • URL of your website

Note: You can choose to use only one type of FAQ (personalized or automatic) or both. For each automatic answer sent, you’ll receive a notification containing the user’s profile photo and a copy of the answer.

Questions and Answers in Google My Business

Examples of articles that clearly confuse FAQ and questions/answers (I don’t put links on purpose):

  • https://www.guest-suite.com/blog/faq-google
  • https://mobilosoft.com/blog/faq-google-my-business-amelioration-des-reponses-suggerees-sur-vos-fiches-detablissement/
  • https://localranker.fr/faq-google-business/

The question/answer function on the data sheets encourages your customers or prospects to ask questions via the interface, which you can then answer… This feature is located at the bottom of the file:

And Internet users can view all the questions asked and answered by clicking on “view all answers”.

So yes, here customers can ask questions, and you MUST answer them. Google even asks for a response within 24 hours and specifies the quality of the expected response.

https://support.google.com/business/answer/9114771?hl=fr&co=GENIE.Platform%3DAndroid&sjid=10685862751626054750-EU

I attach great importance to this customer orientation, like precise opening hours, exceptional days closed or open, all these activities show Google the seriousness with which you manage your listing, and in the event of problems this seriousness can work in your favor to solve complicated problems.

Some people recommend that the owner of the file ask questions here, with another Gmail account, and then provide the answers with the owner’s account: Yes, it’s possible, but :

  • smooth this out over time (20 questions on the same day is not natural)
  • don’t do it from your usual cell phone and IP address
  • use simple questions with key words
  • the answer can be “yes of course, 7/7 contact us at 06xxxxxxx to make an appointment” no need to make novels too.

But personally I like UGC (user generated content) and so I’ll tell you below how to get even more questions naturally from your prospects quickly and simply. #teasing2

Where are the real FAQs (with automatic answers) in Google My Business?

Not easy to find, I admit. Some lucky people have received an e-mail with a direct link, but to find it you really have to look, so here are the links and how to proceed:

https://support.google.com/business/answer/14189260?hl=fr-CA&sjid=10685862751626054750-EU

dixit in part 5, Interact with your customers:

Step 5: Interact with your customers

  • To communicate directly with your customers, activate chat.
    • To create automated answers to common questions users have about your company, set up FAQs.

And if you follow the links, here’s where to enter FAQs and activate automatic replies,

To add personalized frequently asked questions :

  1. In Google search, look for mon entreprise.
  2. Press Messages.
  3. Press Menu More then Chat settings.
  4. Press Add frequently asked questions then Customized frequently asked questions.
  5. Add the question and auto-answer.
  6. Press Save.

To activate automatic FAQs :

  1. In Google search, look for mon entreprise.
  2. Press Messages.
  3. Press Menu More then Chat settings.
  4. Click on Add frequently asked questions then Automatic FAQ.
  5. Activate Automatic frequently asked questions.

the full link: https://support.google.com/business/answer/9114771?sjid=10685862751626054750-EU#setupfaq&zippy= %2Cconfigurer-des-questions-fr%C3%A9quentes

Tips and recommendations on these features :

Consider using this interesting content on your website

If there’s one place where Google allows duplicate content, it’s between GMB and your site. So all FAQs or Questions & Answers can also be included on your website to optimize your SEO and always reassure your customers that they’re getting to know your company and your services.

GMB’s “Ask a question” button can be activated via a url

And yes, you can link to this window on your website or in all your media (social networks, email signatures, quotes etc.). And that’s a great way to encourage customers to leave questions and get back to you.

Example of the link :

https://www.google.com/search?q=business+ereputation&rlz=1C1VDKB_fr&oq=business+ereputation&gs_lcrp=EgZjaHJvbWUyCQgAEEUYORiABNIBCDY3MDNqMGo3qAIAsAIA&sourceid=chrome&ie=UTF-8#lpqa=a,,d,1

Then you have to check over time (every month) whether the link still works, but it’s very practical. And it’s also a way of measuring and getting a different rate of engagement than just stars and reviews! Community managers will appreciate the approach…;-)

Don’t hesitate to contact me if you have any Google My Business needs!

And to end our seasonal article: HAPPY HOLIDAYS!