Post-interaction Email (PIE) messages invite your customers to leave reviews for online and offline purchases and service interactions. PIE is essential to driving volume, and it adds significant product coverage, content freshness, and search engine optimization (SEO) value. Clients who use Bazaarvoice’s PIE program, including follow-up PIE, have seen 80+ percent of their Ratings and Reviews volume generated through PIE.

The following characteristics of Bazaarvoice’s PIE feature can provide a straightforward way for your customers to share content:

  • One email—A single email includes a list of all products or services involved.
  • One click—Customers are automatically directed to the review-submission form when they click Write a review.
  • Customer-sensible—PIE messages do not request reviews for products that were previously reviewed.

Other benefits of PIE:

  • Ensures that you receive content from authenticated purchasers.
  • Drives significant volume back to your site. Some clients see thousands of transactions per week from PIE-based visitors.
  • Increases conversion. You can expect to generate four moderated and approved reviews per 100 PIE messages sent (on average). This conversion rate can be up to 10 percent for specialized retailers when following these best practices.

Prerequisites

To send a PIE message, a product ID is required, which is the same as the product's ExternalId in the product catalog, and it is captured by BV Pixel or contained in the PIE feed. Typically, a PIE message is sent to a consumer after an eCommerce transaction is completed, such as after a product is purchased. If you want to send a PIE message after a non-eCommerce transaction, the transaction must be associated with a product or service that is included in your product catalog.

If you do not have a product ID, you cannot use the PIE solution, though you can use other methods to drive review volume, such as sampling or promotional activity.

Workflow and timing of PIE messages

Here is a typical workflow and timeline for PIE messages that are sent after a transaction:

  1. A customer completes a transaction, such as a purchase on your website or in your brick-and-mortar store.
  2. A transaction record is generated within your database and then sent to Bazaarvoice in a PIE feed or BV Pixel event.
  3. Bazaarvoice determines the following:
    • Whether the customer has submitted an approved review for one or more past transactions. If so, the product or service is omitted from the PIE message. If not, the product or service is included in the PIE message if it has been 180 days or less since the transaction (by default but can be configured by Support).
    • Whether the customer has more than one transaction on the same date. Those transactions can be new or they can come from a PIE feed that contains historical transaction data. For multiple transactions received on the same day (until 12 AM CST: UTC-6 or CDT: UTC-5), Bazaarvoice creates a single PIE message that includes up to five products or services that the user has not yet reviewed, and they are listed in this order: 
      1. Highest priced item
      2. Item with fewest reviews
      3. Next highest priced item
      4. Next item with fewest reviews
      5. Next highest priced item

      If price is not included for the product or service in the PIE feed, the products are ordered strictly by the fewest reviews.

  4. A PIE message is sent to the customer, and you can configure when this message is sent, typically 14-21 days after the date and time of the transaction.
  5. The customer receives the PIE message and then submits a review for one or more products or services included in the message.

    If the customer does not submit a review for a product or service, a follow-up PIE message is sent after the initial PIE message or after the customer completes another transaction. You can configure the delay between the initial and follow-up PIE messages. Based on your PIE configuration, products or services may be included for transactions that occurred up to 180 days before the latest transaction (by default but can be configured by Support).

  6. Each review is published on your site if approved by the Bazaarvoice moderation team. Reviews from PIE and follow-up PIE messages follow the same moderation path as reviews collected from pages on your website.

The submission link is expired as follows:

  • If your implementation uses hosted authentication and the user does not follow the submission link after 30 days, the user is no longer pre-authenticated. The user's email address is no longer displayed on the submission form, and he or she is no longer considered a verified purchaser.
  • If site authentication is used and the user does not follow the submission link after 30 days, the user is no longer pre-authenticated, and he or she must log in using your login page to access the submission form.

Setup overview

To request reviews using Post-Interaction Email (PIE), you must perform these steps:

  1. Enable PIE, which includes settings that determine when PIE messages are sent.
  2. Determine how you will send transaction data to Bazaarvoice and implement that method:
    • Maintenance-free PIE, which works with the BV Pixel to collect encrypted transaction and interaction data directly from your site. You can add BV Pixel events to any page element on your site, though it is most commonly used at the point of transaction.
    • Feed-based PIE, which requires you to upload an XML file to Bazaarvoice with transactions to use in PIE messages. You can rely on this method if BV Pixel is not implemented on your site. It is also useful if you want to import historical transaction data or send PIE messages to email addresses that were collected during offline transactions, such as purchases made in your brick-and-mortar store.

    You can also use a combination of these methods for greater control, such as if transactions occur online and in stores.

  3. Test your configuration.

Optional tasks that you can perform to configure and optimize PIE:

Enable PIE

To send post-interaction email (PIE) messages, you must enable the PIE feature and then configure settings that govern when and how often users receive email messages.

Be aware that if you disable the PIE feature, Bazaarvoice stops importing BV Pixel and client-provided data. If you re-enable PIE, Bazaarvoice does not send email messages for transactions that occurred while it was disabled. To recover historical data, contact Bazaarvoice Client Care .

PIE settings that affect when messages are sent

You can configure these options after enabling PIE:

  • PIE delay: When the first PIE message is sent after a consumer completes a transaction. By default, this PIE message is sent 21 days after the transaction.
  • Follow-up PIE delay: When a second PIE message is sent to remind the consumer to submit a review. This follow-up PIE message is sent only if the consumer does not take action after the first PIE message, and it is sent either after the specified delay from the first PIE message or after the consumer completes another transaction (whichever occurs sooner).
  • Email sending time: The time of day when Bazaarvoice begins to send PIE messages. By default, PIE messages are sent at the original transaction times. However, to improve email open rates, you can control the start time if you want to target email send times or if you need to observe business rules or customs in a specific locale. After Bazaarvoice begins to send PIE messages, it can take up to 3-4 hours to complete the process (depending on system load).
  • Repeat messages: If and when a PIE message is sent after a consumer repeats a transaction.

In addition, be aware of the following internal settings:

  • Number of days after which a transaction is considered too old and no PIE message is sent. By default, if a user completes a subsequent transaction after 180 days, no PIE message or follow-up PIE message is sent.
  • Number of minutes between multiple solicitation emails to the same email address. If a consumer makes multiple purchases minutes or hours apart, Bazaarvoice will not send more than one PIE message for the subsequent purchases within 24 hours. This setting also affects when email messages are sent for Google Seller Ratings and Ask a Product Owner.

To change these settings, contact Bazaarvoice Client Care .

Enable and configure PIE

Complete the following steps to enable and configure the PIE feature:

  1. Log in to the Bazaarvoice Workbench and then click Settings » Manage Applications. The Site Manager page of the Conversations configuration hub is displayed.
  2. Edit the implementation where you want to configure the PIE feature.
    Note: Email templates are used in the deployment zone to which the implementation is published. Changes made to templates in one zone affect email messages sent from that zone only.
  3. Click Email Configuration in the Settings section of the configuration hub.
  4. To control how the review submission form is displayed after the user clicks the "Write a review" link in the PIE message, select one of the Use product pages for submission options in the Email Submission Links section of the General tab:
    • To display the submission form in a lightbox on the product display page (PDP), select Enabled.
    • To display the submission form on its own page, select Disabled. You can select this option if you do not specify a container URL on the Technical Setup » Site Profile page (this forces the use of the Bazaarvoice hosted submission form). Or, you can select this option if you implement a container page and specify a container URL on the Technical Setup » Site Profile page.
  5. Click the PIE & Seller Ratings PIE tab and then scroll down to the Post-interaction Email (PIE) section of the page.
  6. Click Enabled under Send PIE to request reviews after qualifying interactions.
  7. In the Days to wait before sending the first PIE text box, type the number of days to wait between a qualifying interaction and the first email message. Bazaarvoice recommends that you specify 14-21 days to allow enough time for shipping.
  8. If you want customers to receive follow-up PIE reminders:
    1. Click Enabled under Send follow-up PIE.
    2. In the Days to wait before sending follow-up PIE text box, type the number of days after the first PIE message to send the follow-up PIE message. Bazaarvoice recommends that you do not specify a value that is a multiple of 7.
  9. Use the Trigger emails drop-down list to select your method of sending PIE messages to customers:
    • Select Automatically if you are using maintenance-free PIE, which relies on BV Pixel. You can also select this option if you are using BV Pixel and PIE feeds.
    • Select By feed if you are using PIE feeds only to send Bazaarvoice customer transaction data for PIE messages.
  10. To send feed failure alerts that are generated when Bazaarvoice validates and imports .xml or .txt transaction feeds, add email addresses to the Send PIE feed failure alerts to the following email addresses list by clicking the +Add button.
  11. To send PIE messages to consumers for transactions completed after the initial transactions, type the number of days in the Delay between multiple PIEs for the same product (in days) field. If this setting is greater than 30, Bazaarvoice does not send a PIE message for a subsequent purchase. Specify 0 to disable this option. (If the user submitted a review for the product, no PIE message is sent.)

    For example, if a consumer purchases a product again 30 days after the initial purchase and this setting is less than or equal to 30 days, Bazaarvoice sends a PIE message for the second purchase. If this setting is greater than 30 days, Bazaarvoice does not send a PIE message for the second purchase.

  12. To specify a time of day when Bazaarvoice will begin to send PIE messages, scroll to the top of the page (on the PIE & Seller Ratings tab) and then select an option from the Schedule Time to Start Sending Email (UTC) drop-down menu. If multiple locales are in use in your implementation, select the locale from the locale indicator on the upper right side of the page first. Alternatively, you can click the Edit Values button next to the locale indicator to the right of the scheduling drop-down to edit that value for any your locales.

    By default, Bazaarvoice sends a PIE message at the same time as the original consumer transaction (transaction time) after the delay specified in step 7. If this delay expires after the time specified here, the PIE message is sent the following day at the transaction time.

    Note: This settings controls when all PIE messages are sent (PIE and Seller Ratings PIE). Keep this in mind when changing the setting.
  13. If desired, edit the standard email templates that are used to send email messages to consumers, or create custom templates.
Note: If necessary, you can manage end-user email subscriptions and provide end-users the ability to unsubscribe from email messages, though an Unsubscribe link is included in all email messages to consumers. See Consumer email subscriptions for more information.

Implement maintenance-free PIE

Maintenance-free PIE works with the BV Pixel to collect encrypted transaction and interaction data directly from your site. The main purpose of this interaction tagging is to capture important conversion events for users, even if those conversions happen away from Bazaarvoice products. Some examples of conversion events include the following:

  • Transactions—A user completed a purchase. The tag would be connected to the transaction confirmation or "Thank you" page.
  • Non-commerce conversion events—For websites that are not eCommerce, a user launching the "store locator" feature is considered a conversion. This tag could be connected with the click handler for the store locator link or on the store locator results page.
  • File download—A user downloaded a manual, a coupon, software, or submitted a cash-back claim.
  • Newsletter or product registration—This tag might appear on the registration Thank You page.
Note: When using this PIE method for transactions, order cancellations and returns cannot be taken into account. However, receiving feedback from these users will be helpful in reducing returns in the future.

To send PIE using this method, you must implement the BV Pixel, as follows:

  1. Add the BV loader to pages
  2. Add the transaction event
  3. Add PII parameters to the transaction event (optional)

After the BV Pixel is integrated, Bazaarvoice will collect the data needed to generate PIE messages. Bazaarvoice will collect encrypted transaction and interaction data directly from your site using this interaction tagging method.

Implement feed-based PIE

If your company does not implement maintenance-free Post-Interaction Email (PIE), you can upload an XML file to Bazaarvoice that contains transactions to use in sending PIE messages. Even if you are using maintenance-free PIE, the feed-based method can be useful for importing historical transaction data, or if you want to send PIE messages to email addresses collected during a purchase transaction in your brick-and-mortar store.

Tapping into this data source has two advantages:

  • Significantly increases review volume—some clients have seen a 2x increase in review submissions.
  • Introduces offline customers to your online experience.

Step 1: Create a feed file

You can create a PIE feed that contains transaction data about customers who have purchased products and services on your site or at a physical location. Bazaarvoice uses the PIE feed to send post-interaction email messages to your customers, to request reviews. You must generate this feed and upload it to Bazaarvoice by 12 AM Central Time (CST: UTC-6 or CDT: UTC-5) every day.

You can create an XML file that contains your transaction data, which you will upload to Bazaarvoice. If an XML file is not feasible, you can create and submit a tab-delimited text file (TXT). However, text files can generate complicated errors during processing.

XML feed

The XML schema for your PIE feed resides at the following location:

https://www.bazaarvoice.com/xs/PRR/PostPurchaseFeed/<version>

where <version> is the appropriate Bazaarvoice release number. For example, the XML schema for the PIE feed that is associated with version 14.7 resides at the following location:

https://www.bazaarvoice.com/xs/PRR/PostPurchaseFeed/14.7

Follow these guidelines when you create an XML PIE feed:

  • Ensure that the first line of your feed adheres to the following format:
    <?xml version="1.0" encoding="utf-8"?>
  • The standard character-encoding scheme, such as UTF-8 or Windows-1252, must match the scheme that you use for any special characters in the feed.
  • When you name the XML file, be aware that the filename must begin with "bv_ppe_tag_feed" and you can also include your company name and the date, as in the following example:

    bv_ppe_tag_feed_YourSiteName_20150928.xml

    Each file you upload must have a unique name to avoid overwriting the previous file. If you intend to upload multiple feeds a day, add a timestamp to the filename. For example:

    • bv_ppe_tag_feed_YourSiteName_20150928-1030.xml
    • bv_ppe_tag_feed_YourSiteName_20150928-1645.xml
  • If you publish implementations to multiple deployment zones, be sure to include the <DeploymentZone> element in the feed to indicate the implementation's email templates to use when sending PIE messages. The implementation where the templates are configured must be published to the deployment zone before you reference the deployment zone in the PIE feed. Check with your Bazaarvoice representative to obtain the correct ID, or log in to the configuration hub to verify.
  • If you do not have a value for a specific field, omit the field from your feed. Do not include fields with blank values.

Here is a simple example of an XML PIE feed:

<?xml version="1.0" encoding="UTF-8"?>
<Feed xmlns="http://www.bazaarvoice.com/xs/PRR/PostPurchaseFeed/14.7">
   <Interaction>
      <TransactionDate>2016-08-23T15:09:41.000</TransactionDate>
      <EmailAddress>user@example.com</EmailAddress>
      <Locale>en_GB</Locale>
      <UserName>name</UserName>
      <UserID>715987491</UserID>
      <Products>
         <Product>
            <ExternalId>product902</ExternalId>
            <Name>Product Name</Name>
            <ImageUrl>http://example.cimages/products/image01.jpg</ImageUrl>
            <Price>33.99</Price>
         </Product>
      </Products>
      <DeploymentZone>secondary_site</DeploymentZone>
   </Interaction>
   <Interaction>
      <TransactionDate>2016-08-23T15:11:41.000</TransactionDate>
      <EmailAddress>user2@example.com</EmailAddress>
      <Locale>en_US</Locale>
      <UserName>name2</UserName>
      <UserID>715983395</UserID>
      <Products>
         <Product>
            <ExternalId>product14</ExternalId>
            <Name>Product Name2</Name>
            <ImageUrl>http://example.cimages/products/image02.jpg</ImageUrl>
            <Price>14.49</Price>
         </Product>
         <Product>
            <ExternalId>product42</ExternalId>
            <Name>Product Name3</Name>
            <ImageUrl>http://example.cimages/products/image03.jpg</ImageUrl>
            <Price>234.99</Price>
         </Product>
      </Products>
   </Interaction>
</Feed>

The following are lists of data fields that are required and optional for transactional and non-transactional PIE feeds.

 

TXT feeds

If you want to provide a text (TXT) feed, be aware of the following limitations and caveats:

  • Email templates by deployment zone are not supported for TXT feeds. Only email templates from the implementation deployed to Main Site can be used.
  • If data is not available for a column in the feed, leave the column blank (keep the tab delimiter).
  • Product information—external ID, product name, product image, and price—can be repeated if an order contains several products (refer to the example below).
  • Transaction date must be formatted as follows: YYYY-MM-DD hh:mm:ss.
  • Do not include the currency symbol, such as $, with the product price.

The following schema is the only acceptable format in which Bazaarvoice can accept text (TXT) feeds.

TRANSACTION_TIME<Tab>EMAIL_ADDRESS<Tab>LOCALE<Tab>USER_ID<Tab>USER_NICKNAME<Tab>PRODUCT_EXTERNAL_ID<Tab>PRODUCT_NAME<Tab>PRODUCT_IMAGE_URL<Tab>PRODUCT_PRICE

Example:

2017-08-07 13:28:37  user1@example.com   en_US   1032957 user1   111222  Beyond The Solar System Cards, set of 36    http://www.example.cimages/products/thumb/111222.jpg    12.39
2017-08-07 13:29:40 user2@example.com   en_US   0193761 user2   895110  Hydrion Regular pH Strips, Wide Range, pH 1-12  http://www.example.cimages/products/thumb/895110.jpg    26.99   854959  Cobalt Chloride, Hexahydrate, Reagent Grade, 100g   http://www.example.cimages/products/thumb/854959.jpg    49.95   
2017-08-07 13:30:12 user3@example.com   en_US   0296728 user3   145564  Zebra Fish (Danios), Living, Male, Pack of 12   http://www.example.cimages/products/thumb/145564.jpg    24.99   145566  Zebra Fish (Danios), Living, Female, Pack of 12 http://www.example.cimages/products/thumb/145566.jpg    24.99
2017-08-07 13:34:11 user4@example.com   en_US   8573928 user4   172032  Drosophila, Living, Vestigial x Sepia Cross http://www.example.cimages/products/thumb/172032.jpg    22.99   172020  Drosophila, Living, F1 White x Wild Cross   http://www.example.cimages/products/thumb/172020.jpg    19.99
2017-08-07 13:34:14 user5@example.com   en_US   0967289 user5   653571  Coliform Bacteria, 44 tests http://www.example.cimages/products/thumb/653571.jpg    16.99   653574  pH, 50 tests    http://www.example.cimages/products/thumb/653574.jpg    5.99    653576  Nitrate Wide Range, 50 tests    http://www.example.cimages/products/thumb/652568_ese.jpg    8.99    
2017-08-07 13:35:56 user6@example.com   en_US   2085728 user6   972056  Penlight, with 2 AAA Batteries  http://www.example.cimages/products/thumb/972056.jpg    6.29
2017-08-07 13:47:56 user7@example.com   en_US   2083975 user7   144088  Praying Mantis Amazing Bugs Kit http://www.example.cimages/products/thumb/144088.jpg    11.49
2017-08-07 13:49:36 user8@example.com   en_US   9285729 user8   621280  Anatomy Dissecting Set  http://www.example.cimages/products/thumb/621280.jpg    88.49   221521  Young Scientist's Frog Dissection Kit   http://www.example.cimages/products/thumb/221521.jpg    48.59
2017-08-07 13:49:38 user9@example.com   en_US   0959783 user9   171142  Onion Mitosis Stain Set http://www.example.cimages/products/thumb/171142.jpg    59.95   302432  Onion Mitiosis, squash mount, Feulgen Stain http://www.example.cimages/products/thumb/302432.jpg    59.95

Step 2: Validate the XML feed

Bazaarvoice recommends you validate the feed to ensure the code is correct. You can validate XML and TXT files on the Bazaarvoice Workbench.

Complete the following steps to validate a PIE feed:

  1. From the Bazaarvoice Workbench, click the Settings » PIE Feed Testing menu option.
  2. Click Browse to upload the feed.
  3. Select the type of feed you want to test, then click Validate.
  4. Your feed is automatically reviewed. The page will display a list of errors or let you know that your feed is validated and ready to upload.

Even if the feed file is successfully validated against the schema, you should verify that each transaction in the feed is unique. The values of the user ID, transaction date, and email address cannot match those values of another transaction. In addition, you should verify the format of transaction dates and email addresses, as follows:

Field Format Example
Transaction date

XML: YYYY-MM-DDThh:mm:ss.ZZZZZ

TXT: YYY-MM-DD hh:mm:ss

2017-09-01T00:00:00.00000
Email address username@domain user123@example.com

Step 3: Upload the feed file

When you upload a PIE feed to one of the Bazaarvoice SFTP servers, the PIE process is triggered and Bazaarvoice begins to send PIE messages to email addresses in the PIE feed.

When you upload a feed file to test in the staging environment, keep the following in mind:

Email messages are sent to addresses with domains that have been whitelisted for your company only. In general, these domains have domain names that are associated with your company's websites.

Before you begin sending PIE messages to your customers:

  • Bazaarvoice strongly recommends that you test the PIE feed in staging and production using internal email addresses. Refer to Test PIE for detailed information that you need when testing PIE in the staging and production environments.
  • Verify that your Conversations implementation is live and uses an active container page.
  • Control when PIE messages are sent by specifying the PIE delay and email send time (optional). These settings are on the Email Configuration page in the Conversations configuration hub.

When you are ready to send PIE to your customers, upload your PIE feed file to ppe/inbox directory on the Bazaarvoice SFTP location:

  • If your data is hosted in the US, use the following URLs:
    • Staging server—sftp-stg.bazaarvoice.com
    • Production server—sftp.bazaarvoice.com
  • If your data is hosted in Europe, use the following URLs:
    • Staging server—sftp7-stg.bazaarvoice.com
    • Production server—sftp7.bazaarvoice.com

Be sure to connect to SFTP using port 22. If you do not know your SFTP credentials or where your data is hosted, contact Bazaarvoice Client Care .

Bazaarvoice recommends that you upload PIE feeds at least weekly. Bazaarvoice automatically imports PIE feeds daily at 5:15 AM Central Time (CST: UTC-6 or CDT: UTC-5). Depending on the configured PIE delay and send time, Bazaarvoice will deliver PIE messages as early as the morning that you upload the feed.

Test PIE

Before you use PIE to solicit feedback from your customers, Bazaarvoice recommends that you test PIE in your staging and production environments. This section lists the implementation details to keep in mind when testing.

In staging

When you create a feed file to test in the staging environment, keep the following in mind:

  • Email addresses you use to test the process in staging must include the appropriate domain names. The domains in the email addresses must be whitelisted (with the exception of bazaarvoice.com). Do not include real customer email addresses in the feed until the feed has been successfully tested.
  • Specify values in the feed from the staging product catalog, such as ProductPageURL.
  • Make sure transactions have different product IDs, email addresses, and transaction dates. Otherwise, the transactions are considered duplicate and PIE is not sent.

When you upload the feed to the staging server, be aware of the following limitations of the staging environment:

  • Bazaarvoice can only process 100 test transactions (per feed file) at one time.
  • PIE delay is overwritten to zero (0) no matter what is specified in the PIE settings.
  • Multiple PIE messages cannot be sent to the same email address within a 120-minute window.

In production

When you create and upload a feed file to test in the production environment, keep the following in mind:

  • Include email addresses that are internal to your company only. Also, be sure to provide one or more personal email addresses (from domains such as gmail.com or hotmail.com) to verify that underlying security does not send PIE messages to spam folder. Finally, do not include real customer email addresses in the feed until the it is successfully tested.
  • Specify values in the feed from the product catalog in production, such as ProductPageURL.
  • Back date transaction times in the feed by as many days as the PIE delay has been configured. Or, set the PIE delay to 0.
  • Limit the number of transactions in the feed to 100,000 or less.
  • Multiple PIE messages cannot be sent to the same email address within a 1440-minute window.
  • Preview any custom email templates that were created to make sure they show the correct images, text, and so on.
  • If possible, limit the amount of times you test PIE in production (ideally only once) in order to keep the analytics as accurate as possible.

After you test your PIE feed and settings in production, make sure these settings are corrected on the Email Configuration page of the configuration hub:

  • Use product pages for submission
  • Days to wait before sending the first PIE
  • Days to wait before sending follow-up PIE
  • Delay between multiple PIEs for the same product (in days)
  • Schedule Time to Start Sending Email (UTC)

If you reconfigured any of these settings, be sure to redeploy the implementation to production.

Track PIE performance

You can track the performance of your PIE implementation in the following ways:

  • PIE automated reporting
  • Reports

Automated reporting

Bazaarvoice sets up automated reports as part of your PIE implementation, using the values you specify for the parameters listed below. You must provide an email address to instruct Bazaarvoice where to send the report. You can optionally provide a subject line. If you do not provide a custom subject line, Bazaarvoice creates one for you.

Note: If notifications are part of your Ratings and Reviews implementation, metrics on PIE messages are included in the notifications automated report Bazaarvoice sends you.

Manual reports

You view the number of reviews you receive from the PIE campaign by using the Reviews reports. To generate a report, follow these steps:

  1. Log in to your site's Workbench.
  2. Under Reports, select Create A New Report.
  3. Under Select Report Template, select the default option, All Reviews Reports,
  4. Customize the report by selecting a date range under Add Filters. Use the Product, People, Content, and Moderation fields to further customize your report.
  5. If you want all possible data to be included by default, do not make any changes under Customize Report Columns. Customize the columns by highlighting the applicable column name in the Selected Data field and either dragging the name to the Available Data field or using the arrows between fields to move the column.
  6. Under Select Run Options, enter an optional report name.
  7. Click Save and Run.
  8. On the following Analyst Reports screen, click Download under the report name. A report in the file format you selected downloads to your computer.

The Campaign ID column in the report indicates the source of a review.

Send multiple PIE messages for repeat purchases of a single product or service

If you use Conversations for services reviews, you might want to send PIE messages to consumers each time they purchase the same service. For example, an automotive service company could send a customer a PIE whenever the customer receives an oil change from one of the company's service providers.

Complete the following steps to enable customers to submit reviews each time they receive the same service.

  1. In the User Experience section of the Conversations configuration hub, select Display Options.
  2. Click the Ratings & Reviews tab. Scroll down to the Review Submission section of the page.
  3. From the Allow Multiple Reviews per User drop-down menu, select Yes (best for services).

You can also set a minimum number of days between purchases to send multiple PIE messages. For example, the automotive service company might want to ensure customers receive PIE messages no more frequently than 100 days between purchases of the same service. If a customer purchases a second oil change 90 days after the first one, the company does not send a second PIE. If the customer purchases the second oil change 120 days after the first, the company sends a second PIE.

Complete these steps to set a minimum number of days between PIE messages:

  1. From the Settings section of the configuration hub, select Email Configuration.
  2. Click the PIE & Seller Ratings PIE tab and then scroll down to the Post-interaction Email (PIE) section of the page.
  3. In the Delay between post-interaction email for the same product (in days) field, enter the minimum number of days that must occur between identical purchases to trigger additional PIE messages. You must enter a number between 0 and 365.

Manage email subscriptions

Bazaarvoice addresses concerns about spam by including an Unsubscribe link in all email messages to consumers, including post-interaction email messages. This measure puts Bazaarvoice in compliance with the US CAN-SPAM Act and Canadian Anti-Spam Legislation (CASL).

Email recipients who click the Unsubscribe link no longer receive that type of email notification or request. For example, if a consumer clicks the Unsubscribe link in a post-interaction email message, PIE messages are no longer sent to the consumer, though he or she may still receive a notification from another Conversations feature , such as Ask a Product Owner. Consumers cannot resubscribe or opt back in after opting out of a specific type of email notification.

In addition, you can use a subscription feed to subscribe to or unsubscribe consumers from Bazaarvoice Conversations notifications. This provides a way to perform bulk subscriptions or unsubscriptions. Or, you can use the Notifications Subscription API to monitor and manage email subscriptions.

Create a subscription feed

A subscription feed gives you a way to easily communicate opt-in and opt-out email lists to Bazaarvoice, and you do not have to implement the Notifications API to perform these bulk actions. When you subscribe consumers, they will receive notifications from Conversations (of all types). Similarly, when you unsubscribe consumers, they will no longer receive notifications of any type.

Note: If personally identifiable information (PII) encryption is a concern, use the encrypted single-email Notifications Subscription API endpoint .

You can subscribe or unsubscribe a list of your consumers from notifications by creating a subscription feed:

  1. Create a feed file. You can create a text (TXT) file or a comma-separated value (CSV) file. In both cases, include one email address per line in the file. The format of the file is as follows:
    email_address1,
    email_address2,
    email_address3,
    email_address4,
    ...

    You can include up to 100,000 email addresses in a feed file.

  2. Upload the feed file to the staging or production SFTP server, as follows:
    • To subscribe email addresses to Conversations notifications, upload the file to the /subscriptions/sub folder on the server.
    • To unsubscribe email addresses, upload the file to the /subscriptions/unsub folder.
    • If your data is hosted in the US, use the following URLs:
      • Staging server—sftp-stg.bazaarvoice.com
      • Production server—sftp.bazaarvoice.com
    • If your data is hosted in Europe, use the following URLs:
      • Staging server—sftp7-stg.bazaarvoice.com
      • Production server—sftp7.bazaarvoice.com

    Be sure to connect to SFTP using port 22. If you do not know your SFTP credentials or where your data is hosted, contact Bazaarvoice Client Care .

    Upload the feed file to Bazaarvoice by 12 AM Central Time (CST: UTC-6 or CDT: UTC-5), which is when Bazaarvoice automatically begins importing feeds.

Manage email subscriptions with the API

Conversations triggers an end-user email notification to alert the user to a specific event, such as when a review has been published or after a product has been purchased. End-users are given the opportunity by Bazaarvoice to opt-out of those notifications, though there are situations when you need manage and monitor notifications subscriptions on behalf of end-users. The Notifications Subscriptions API makes this possible. Refer to the Notifications Subscription API page of the Bazaarvoice Developer site for complete information.

Depending on your country's anti-spam regulations, your company might decide to categorize Bazaarvoice email requests as either transactional or marketing messages. This decision affects the way you manage consumer email subscriptions.

Transactional email subscriptions

Transactional messages contain content related to a transaction involving the recipient, such as purchases of products or services. In many countries, you must provide recipients the ability to unsubscribe from transactional messages.

If your company categorizes Bazaarvoice email requests as transactional, all verified purchaser email addresses that are collected by the BV Pixel or your PIE feed are eligible to receive the requests. You do not need to exclude purchasers who have opted not to receive your marketing email messages. If you want to manage and monitor email subscriptions, use the Notifications Subscription API.

Marketing email subscriptions

Marketing or commercial messages contain content that promotes or advertises products or services. In many countries, these messages are considered spam if recipients have not opted to receive them from a specific company.

If your company categorizes Bazaarvoice email requests as marketing, Bazaarvoice sends requests to verified purchasers on opt-in lists you create. The lists should include only purchasers who have opted to receive your marketing email messages. You can add consumer email addresses to your opt-in email lists with the Notifications Subscription API.

  1. Create a simplified PIE feed with only a handful of transactions, so you can test the feed. Keep the following in mind:
    • Do not include consumer email addresses in the PIE feed until the feed is successfully tested. The domains in the email addresses must be whitelisted.
    • The feed's filename must start with bv_ppe_tag_feed and end with .xml.
    • Each product ID must match the product ExternalId in the product catalog. If you have multiple products in a transaction, the product with the highest price will be the featured product in the PIE message.
    • Be sure to use staging values for ProductPageURL in the staging product catalog.
    • Back date transaction times in the feed by as many days as the PIE delay has been configured. In staging, the PIE delay is set to 0.
    • The value of TransactionDate must be in the XML DateTime format .
    • In staging, Bazaarvoice can only process 10 test transactions at one time.
    • If you publish implementations to multiple deployment zones, be sure to include DeploymentZone in the feed to indicate the implementation's email templates to use when sending PIE messages. The implementation where the templates are configured must be published to the deployment zone before you reference the deployment zone in the PIE feed.

    Here is an example:

    <?xml version="1.0" encoding="UTF-8"?>
    <Feed xmlns="http://www.bazaarvoice.com/xs/PRR/PostPurchaseFeed/14.7">
       <Interaction>
          <TransactionDate>2016-08-23T15:09:41.000</TransactionDate>
          <EmailAddress>user@example.com</EmailAddress>
          <Locale>en_GB</Locale>
          <UserName>name</UserName>
          <UserID>715987491</UserID>
          <Products>
             <Product>
                <ExternalId>product902</ExternalId>
                <Name>Product Name</Name>
                <ImageUrl>http://example.cimages/products/image01.jpg</ImageUrl>
                <Price>33.99</Price>
             </Product>
          </Products>
          <DeploymentZone>secondary_site</DeploymentZone>
       </Interaction>
       <Interaction>
          <TransactionDate>2016-08-23T15:11:41.000</TransactionDate>
          <EmailAddress>user2@example.com</EmailAddress>
          <Locale>en_US</Locale>
          <UserName>name2</UserName>
          <UserID>715983395</UserID>
          <Products>
             <Product>
                <ExternalId>product14</ExternalId>
                <Name>Product Name2</Name>
                <ImageUrl>http://example.cimages/products/image02.jpg</ImageUrl>
                <Price>14.49</Price>
             </Product>
             <Product>
                <ExternalId>product42</ExternalId>
                <Name>Product Name3</Name>
                <ImageUrl>http://example.cimages/products/image03.jpg</ImageUrl>
                <Price>234.99</Price>
             </Product>
          </Products>
       </Interaction>
    </Feed>
    
  2. Validate the pie feed against the feed schema .
  3. Upload the PIE feed to the staging SFTP server in the /ppe/inbox folder. Feeds are processed daily starting at 6:15 AM Central Time (CST: UTC-6 or CDT: UTC-5). It may take up to six hours to send the PIE messages depending on server load. PIE messages cannot be recalled beyond this point.
  4. Check logs in the /ppe/backup folder.
  5. Build a process that updates and delivers a new PIE feed with the most recent transactions every day. Upload that feed to the production server.

Verify the following:

Be aware that test messages may not be sent if

  • You are attempting to send a PIE message to the same email address using the same product ID within a given date range. Multiple PIE messages are not sent for the same purchase within 180 days, by default.
  • You did not change the date on the interactions across PIE messages. The date must be updated for every test.
  • You sent a test PIE message to non-whitelisted email addresses.