A spotlight on a great product, Community Q&A.
Community Q&A, which is one of our first products and a TurnTo original uses an ‘active outreach’ model that delivers fast answers to shoppers’ questions from peers and experts.
What is it?
Q&A tends to differ amongst companies, but TurnTo’s Community Q&A keeps in mind our customers’ customer. Which is a mouthful, but let’s go a little further.
Companies have limited space on their product description pages. And it’s hard to include every piece of vital information. But if the customer is looking for an answer to something that is not explicit, they should be able to find it.
What better way to secure a sale than to give customers every answer they’re looking for?
Q&A lives on the product description page and operates by using search-friendly content, which populates instant answers to questions as customers start typing them.
An interesting quirk that we’ve found is that customers type in questions as if they’re “googling” something. The organic or natural searchability is something an SEO team could only ever dream of. Our clients are using these stored questions from their TurnTo platform and repurposing them in their marketing down the road. A true win for everyone!
The library is just one place where answers are pulled from when a customer has a question. The answers are also taken from the product’s Ratings and Reviews and real customers who have already purchased the item.
If the answer is not found amongst these different sources, then it is either submitted to an “expert” of the company’s choosing or it is emailed to a group of customers who have already purchased the item. Our software is completely customizable—so if you only want product experts to answer questions from your prospective customers—then the platform can function in a way to do just that.
And if the question is routed to a previous customer, advanced logic ensures the question is sent to the right person. Through our automated moderation feature, these questions are routed in less than 30 seconds and are approved just as fast. Typically, customers have an answer within an hour!
Here’s how it works:
Customer user experience is at the heart of our platform. Community Q&A generates a community of “fans,” and they wouldn’t be fans if it wasn’t so simple. When your customer feels supported in their purchases – they’re more likely to return.
Keep your biggest fans happy!