Google Maps is often used to obtain opening hours and itineraries. In addition to reviews, it has recently become possible to find questions asked directly by mobile users.
Google Maps offers mobile users to address the community directly 
Internet to get an answer to their question. This update is available for both restaurants and stores, for the moment reserved for Android.
While this feature is not yet widely used, two results are in evidence
- Google will be able to enrich your Knowledge Graphby integrating the answers most likely to correspond to the questions asked on the search engine.
- A FAQ will gradually be created, enabling companies to gain new insights into their customers' needs
Like Google reviews, there will be good comments... and not-so-good ones. The merchant retains the ability to promote an answer that seems relevant (via the famous blue thumb) and be able to respond to criticism or report them in case of abuse.
Visit FAQ creation and customer journey improvement may also be considered in the light of these comments.
When a question is asked, a notification will alert the company to its existence. Monitoring mobile activity is a good thing to continue, both for your reputation and for your brand's business.
Source; arobasent.com
