Your company can request and publish answers to consumer questions about a product or service. Publishing questions and answers on your website can boost engagement with your brand, which can lead to higher conversion rates.

Here is the workflow from question to answer after you implement the feature:

  1. A consumer submits a question on a product display page (PDP) of your website.
  2. Bazaarvoice moderates the question and, if approved, publishes it to the appropriate PDP.

    Note: If a question is rejected, it is never displayed even if answers are provided.
  3. Bazaarvoice collects answers from the following sources:

  4. Bazaarvoice moderates the answers and, if approved, publishes them to the PDP. If optimistic publishing is enabled but the content fails moderation, it is removed from your site.

  5. If you enable notifications, the consumer who posted the question receives an email message with a link to the published answer.

Questions and Answers are syndicated if syndication is enabled. Only questions with answers are syndicated, and a syndication delay occurs (seven days, by default) after the answer is submitted and moderated.

Enable and configure Questions and Answers

Complete the following steps to collect and display questions and answers on your product display pages (PDPs):

  1. Contact Bazaarvoice Client Care to enable this feature in your Conversations implementation.
  2. Integrate Questions and Answers on the PDPs.
  3. Enable notifications:

    1. Using the Bazaarvoice Workbench, click Settings » Manage Applications. The Site Manager page of the Conversations configuration hub is displayed.
    2. Edit the implementation where you want to use Questions and Answers.
    3. Click Email Configuration in the Settings section of the configuration hub.
    4. On the General tab, verify that Enabled is selected in the Send notifications to users when their content is published section of the page.
    5. Customize the messages that your consumers receive using these email templates:

      All of these templates may be used by the system after you enable notifications; you cannot pick and choose the templates to enable. Therefore, it is recommended that you edit the standard templates or create custom templates to fit your style guidelines.

  4. Turn on the display module and customize the fonts and icons used by Questions and Answers.
  5. Customize the text used for titles, links, and other elements of the display module.
  6. Set options for displaying questions and answers on your site.

Enable and configure Ask a Product Owner

By encouraging consumers to answer questions about products they own, you can decrease your customer service workload, increase the chances of questions receiving answers, and publish answers more quickly.

Workflow from question to answer

  1. A consumer submits a question on a product display page (PDP) of your website.
  2. Bazaarvoice moderates the question and, if approved, publishes it to the appropriate product page.
  3. Bazaarvoice emails the question on your behalf to 10 verified purchasers of the product, also known as product owners, and asks for a response.

    By default, the pool of product owners includes all consumers who have ever purchased the product, and they are chosen from oldest purchase to newest. You can configure when to include consumers in the pool based on how recently they purchased the product.

    Note: Product owners will receive no more than one Ask a Product Owner email request in a 25-day period.
  4. Product owners click a link in the email message to submit their own informed answers to the question.
  5. Bazaarvoice moderates the answers and, if approved, publishes them to the product page. If optimistic publishing is enabled but the content fails moderation, it is removed from your site.
  6. Steps 3-5 are repeated every three hours until three answers to the question are published.

If you enable notifications, the consumer who posted the question receives an email message with a link to the published answer.

Enable Ask a Product Owner

After Bazaarvoice includes the Ask a Product Owner feature in your implementation, complete the following steps to activate the feature on your website.

  1. Integrate Questions and Answers on the PDPs.
  2. Using the Bazaarvoice Workbench, click Settings » Manage Applications. The Site Manager page of the Conversations configuration hub is displayed.
  3. Edit the implementation where you want to use Ask a Product Owner.
  4. Implement the BV Pixel or a Post-Interaction Email (PIE) feed (in XML format) to provide Bazaarvoice the following information:
    • Each purchaser’s email address
    • Transaction date for each purchase
    • Product ID for each item or service purchased
    • Locale where the purchase occurred, in the language_country format, such as en_US for American English
    • (Optional) Each purchaser’s first name
  5. In the Settings section of the Conversations configuration hub, click Ask a Product Owner to display the Ask a Product Owner page.
  6. Click Enabled to enable the feature.
  7. In the Days to wait before sending an email to a product owner field, type the number of days to wait between the first interaction with a product owner and the first email message to that product owner. By default, 21 days must lapse between the first interaction and the first email message.
  8. Click Email Configuration in the Settings section of the configuration hub.
  9. On the General tab, verify that Enabled is selected in the Send notifications to users when their content is published section of the page.
  10. Click the PIE & Seller Ratings PIE tab and then set the Trigger emails option on the Email Configuration page based on how transaction data is sent to Bazaarvoice (BV Pixel or feed-based PIE).
  11. Customize the messages that your consumers receive using these email templates:

    All of these templates may be used by the system after you enable notifications; you cannot pick and choose the templates to enable. Therefore, it is recommended that you edit the standard templates or create custom templates to fit your style guidelines.

  12. Deploy the changes to the implementation.
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.

View submitted questions and answers

Complete the following steps to access a list of questions and answers:

  1. Using the Bazaarvoice Workbench, click Content » Manage Content.
  2. From the left column of the Manage Content page, click Questions & Answers.
  3. From the Content drop-down menu, select Answer Campaign Source.
  4. Select Ask a Product Owner and then click Apply.

Or, generate and download a report of questions and answers submitted through Ask a Product Owner:

  1. Using the Workbench, click Reports » Questions & Answers.
  2. From the left column of the Analyst Reports: Questions & Answers page, click Create A New Report.
  3. Under the Select Report Template section, select All Questions & Answers Report.
  4. From the Content drop-down menu in the Add Filters section, select Answer Campaign Source.
  5. Select Ask a Product Owner and then click Apply.
  6. Click Save and Run to generate your report.
  7. Click the Download link to save a copy of the report file.

Contact Bazaarvoice Client Care if you would like to receive a recurring report that includes the number of Ask a Product Owner requests sent, the open rate, and the clickthrough rate.

Enable Crowdsourced Answers

Crowdsourced Answers is a Bazaarvoice Conversations feature that provides a turnkey answering solution for your business. A significant number of incoming questions can be answered by reading a product page or performing a quick web search. By using a crowdsourced Internet marketplace to answer these questions, your team can focus on answering questions that truly require their expertise. In addition, enabling Questions and Answers on your website helps boost engagement with your brand, which can lead to higher conversion rates. You can reap the benefits of questions and answers without the added cost of answering every question with your own team.

Be aware that Bazaarvoice cannot guarantee that answers submitted through the crowdsourced process will be accurate, that all questions will be answered, or that questions will be answered within a specific timeframe. Often, the biggest challenge is the quality of the questions submitted. However, Bazaarvoice monitors the quality of the answers submitted. Crowdsourced authors may be restricted from accepting and completing tasks if they submit poor-quality answers.

The following example shows what a crowdsourced answer looks like on your product or service page:

What is a crowdsourced Internet marketplace?

A crowdsourced Internet marketplace handles small tasks that cannot be automated. For example, crowdsourced tasks can identify performers on album covers. Other common tasks include photo selection, audio transcription, and minor editing. Contract workers who sign up for the crowdsourced marketplace can view and complete tasks for a monetary payment set by the company submitting the task.

Workflow from question to answer

  1. Customer submits a question to your website.
  2. The question is automatically submitted as a potential task to be completed.
  3. A Worker, the official title for someone contracted with the Mechanical Turk, completes the task by researching and submitting an answer. All answers must include a URL reference to the information in the answer. Depending on the Worker’s experience in answering Bazaarvoice-submitted questions, a second Worker might check the answer and the source to ensure it is accurate. New Workers will have every answer checked. As Workers improve their accuracy and become more experienced, a smaller percentage of answers will be checked for quality.
  4. If you enable moderation, Bazaarvoice moderates the answer and if approved, publishes it to your website.
  5. A response from a Worker who successfully answers the question displays on your site with the nickname “CommunityAnswer.” The customer who posted the question receives an email notification about the answer.

How can I enable this feature?

The Crowdsourced Answers feature is available to Conversations clients on a limited basis. Complete and submit the form at the form or contact Bazaarvoice Client Care if you want to request the feature.

View submitted questions and answers

Complete these steps to view questions and answers:

  1. Use the Bazaarvoice Workbench, click Content » Manage Content.
  2. From the left column of the Manage Content page, click Questions & Answers.
  3. Search for answers that use the nickname “CommunityAnswer” or that include the campaign ID “BVCROWDSOURCE”.

A simple submission URL (ssURL) quickly takes customers to a submission form. When customers have to locate a product page, open the submission form, and then log in, many abandon the process. Using ssURLs can remove some barriers. ssURLs make it easier and faster for consumers to engage and vet their purchases.

For a detailed overview of ssURLs, refer to Simple submission URLs.

You can add same-page submission links to

  • Pages where you are hosting Bazaarvoice content
  • Pages where there is no Bazaarvoice content, such as a user’s account page

To add submission links to a page where Bazaarvoice content is currently hosted, you only need to add the appropriate submission link code.

  • Insert the following JavaScript code on any page where you want to trigger the question submission form:

    // Invoke question submission
    $BV.ui('qa', 'submit_question', { productId : 'PRODUCTID' });
    
  • Insert the following JavaScript code on any page where you want to trigger the answer submission form:

    // Invoke answer submission
    $BV.ui('qa', 'submit_answer', { questionId : 'QUESTIONID' });
    

To add links to a page that does not host Bazaarvoice content, you must add the appropriate submission link code and the following JavaScript code on the page, replacing <client_name>, <site_ID>, and <locale> with your values.

  • For staging

    <script type="text/javascript" src="https://display.ugc.bazaarvoice.com/bvstaging/static/<client_name>/<site_ID>/<locale>/bvapi.js"></script>
    
  • For production

    <script type="text/javascript" src="https://display.ugc.bazaarvoice.com/static/<client_name>/<site_ID>/<locale>/bvapi.js"></script>