For businesses with a physical store front, Google Maps is a critical discoverability channel and one that a business should certainly keep an eye on ongoing. Setting up or claiming a location can be done via the Google My Business platform and will give businesses the opportunity to edit and update business information, view location analytics, respond to reviews and now reply to customer queries.
Google’s new Q&A feature gives users the opportunity ask general questions outside of the existing review section, allowing both businesses and other users to respond with an answer. This brings with it a necessity for businesses to not only reply to customers but to also keep an eye on the conversations taking place in this space. At this time, only Android users will be able to see the new Q&A section, however, it would certainly be assumed that the new feature will roll out to all (including desktop users) in the near future.