Google Maps just changed the rules. If you relied on the ‘Questions & Answers’ feature to inform your potential customers, that system is now gone, creating a vacuum of information. This isn’t just a minor update; it’s a critical shift that could lead Google’s AI to misrepresent your services, costing your Bangkok clinic or hotel valuable clients. Here’s how to regain control and ensure your business speaks clearly to customers, directly from the source.
Your Website is Now Google’s Official Source of Truth
For years, business owners could answer customer questions directly on their Google Maps listing through a feature called ‘Questions & Answers.’ As of late 2025, Google has removed this feature. Instead of a simple Q&A list, Google now uses its own AI to answer customer questions by scanning your website, your reviews, and the rest of the internet for information about you. This is a massive shift. You are no longer just answering a question; you are now responsible for teaching Google’s AI about your business.
The most critical strategy to adapt to this change is to build a comprehensive Frequently Asked Questions (FAQ) page on your own website. This isn’t just about customer service; it’s about control. When a potential customer asks Google, “Does [Your Business] offer parking?” or “Is [Your Service] suitable for sensitive skin?”, Google’s AI looks for the clearest, most authoritative answer. If that answer is on your website’s FAQ page, you control the narrative. If it’s not, the AI might pull an answer from a single negative review from three years ago, and you lose a customer before they even call you.
The Reality Check: You’re Feeding an AI Now
Let’s be very clear about what’s happening behind the scenes. According to Google’s official announcements, the old Q&A is being replaced by an AI-driven experience, sometimes called “Ask Maps.” This system uses the same technology behind Google’s powerful Gemini AI to read and understand information. Its primary source for learning about your specific services, policies, and unique value is your website content. Think of your FAQ page as the official textbook you give this AI to study before it takes a test with your potential customers.
If your textbook is empty or confusing, the AI will find its answers elsewhere, and you cannot control the quality of those sources. For example, a dental clinic owner in Bangkok needs to ensure their website clearly states their policy on dental insurance and direct billing. Without a clear FAQ, Google’s AI might find a comment on a third-party forum that gives outdated or completely incorrect information, costing the clinic a high-value patient who needed that specific service.
The Mistake to Avoid: A Quick Copy-and-Paste Job
A common mistake I see owners make is thinking they can simply copy their old answers from their Google listing, paste them onto a single page on their website, and call it a day. This is a missed opportunity. The old Q&A feature was often reactive, used for answering very specific, one-off questions. Your new FAQ page must be strategic. It’s not just a list; it’s a foundational piece of your marketing.
A poorly structured FAQ page with short, unhelpful answers is almost as bad as having no page at all. Your goal is to create a resource that addresses the fundamental questions, concerns, and hesitations a new customer has before they decide to trust you with their money. It should demonstrate your expertise and build confidence, not just provide simple logistical answers. Rushing this step means you’re feeding Google’s AI low-quality information, which will lead to low-quality answers for your customers.
The Operational Struggle: Who Has Time for This?
I was recently with the owner of a well-regarded law firm in Sathorn. She was frustrated because potential clients were calling with incorrect assumptions about her firm’s consultation fees. She knew that the old Q&A on her Google profile had the correct information, but since it disappeared, confusion had increased. As a busy managing partner, she barely has time to review case files, let alone become a website editor and content strategist to figure out what Google’s AI is telling the public.
This is the reality for most business owners. You are an expert in your field, be it law, dentistry, or hospitality, not in managing digital content. The idea of brainstorming dozens of questions, writing perfect answers, and then figuring out where to put them on your website feels like a daunting, full-time job you simply don’t have time for. Yet, the cost of ignoring it is lost revenue and a damaged reputation from misinformation.
The Solution: A 3-Step Plan to Build Your FAQ Page
Creating this content requires your unique business knowledge, so it’s a task that needs a personal touch. While our clients use tools like OnEveryMap to ensure their business name, hours, and location are perfectly synced and accurate across the internet, building a great FAQ page is something you can do with your team. Here is the exact, simple process I teach my clients:
- Step 1: Gather Your Top 10 Questions. For one week, ask your front desk staff, receptionists, or anyone who answers the phone to write down every single question they are asked by a potential customer. At the end of the week, identify the 10 most common ones. These are your gold mine.
- Step 2: Write Clear, Human Answers. Answer each question as if you were speaking to a customer directly in your office. Use simple, clear language. Avoid internal jargon. Start with a direct ‘Yes’ or ‘No’ if possible, then provide a brief, helpful explanation of one or two sentences.
- Step 3: Publish Strategically. First, create a new page on your website called “Frequently Asked Questions” and put all your questions and answers there. Then, take the 1-2 most relevant questions and add them to the bottom of your specific service pages. For example, questions about teeth whitening aftercare should go on your “Teeth Whitening” service page.
Your New Job: Chief Information Officer for Google
With the removal of the Q&A feature, Google has handed you back control, and responsibility. Your website is no longer just a digital brochure; it is the official training manual for the AI that interacts with your future customers. By building a thoughtful, strategic FAQ page, you ensure that when customers ask questions, they get the right answers, straight from the source.
Take an afternoon with your team to do this right. It’s one of the highest-impact marketing activities you can do for your business this year.
All the best,
Aiyah R.
