We are pleased to announce that this week we will release two important new features in Bazaarvoice Conversations:
- Ask a Product Owner
- Review resubmission
Ask a Product Owner: Get authentic answers to your customers quickly
Consumers have questions when shopping, and the best answers often come from someone who has already purchased the product.
Ask a Product Owner leverages the Conversations Questions & Answers feature to engage verified purchasers to get answers to a customer more quickly – and lower the burden on your customer service team. In early pilots, we’ve seen Ask a Product Owner contribute 30-50% of all answers, complementing Customer Service Responses, Brand Answers, and Crowdsourced Answers. A quick, authentic answer can be the difference between browsing and buying.
Implementation of Ask a Product Owner requires that the Q&A feature is integrated on the product page, and that you use either ROI beacon or a PIE feed (XML format) to supply Bazaarvoice with information about verified buyers. If you use the Conversations configuration hub to manage your implementation, you can enable the feature on your own, along with updating the accompanying email templates sent to your customers. If you do not use the configuration hub, please submit a Spark ticket.
Want to know more?
When you’re ready to get started, contact your CSD.
Review resubmission: Enable customers to offer feedback within your guidelines
This much-requested feature gives review submitters the opportunity to make minor changes to their reviews to comply with your moderation guidelines. This improves this important point of contact with your customer and conveys that you care about their point of view.
When review resubmission is enabled, when a review is rejected by moderators, the customer receives an email with the reasons for rejection and is invited to edit the original review. The review is then re-moderated, and if it meets guidelines, is displayed.
If you use the Conversations configuration hub to manage your implementation, you can use it to to enable the feature and add the rejection code token to the Review Rejected template. If you do not use the configuration hub, please submit a Spark ticket.
Review resubmission gives you a valuable opportunity to strengthen your connections with customers by improving their experience when a review is rejected.
Learn more about review resubmission:
When you’re ready to get started, contact your Bazaarvoice CSD.