February 26, 2013 by George Eberstadt
This post was first published as a guest article on Multichannel Merchant.
Where Amazon leads others follow. No one else has the resources or data that Amazon has to figure out what really works. So it’s a good idea to take notes when they introduce a major new element to the shopping experience.
Rolled out over the last few weeks, Amazon now offers true Social Q&A on most of their product pages. And it’s great. (Disclosure: I’m biased. It works just like the Social Q&A system that my company, TurnTo, provides. Hmm…) Amazon is not the first to introduce this, like they were with customer reviews. But they have leapfrogged the competition that uses customer-service-oriented Q&A with a beautiful execution of the Social Q&A concept. It is designed top-to-bottom for shopper-customer dialog about products; they say that they remove questions that are about shipping, availability, orders, and customer service. And they have built a powerful engine for ensuring that questions reliably get answered by past buyers, providing a great experience for shoppers without creating a massive support burden for Amazon.
The key to making Social Q&A work for eCommerce is speed, and Amazon has done all the right things to make their model fast:
- The questions are accepted and appear immediately on the page when submitted. In the age of Facebook, this is what people expect from a social experience. Not a message that says “We’ll alert you if we decide to accept your question. It may take hours or days…”
- The question is immediately emailed to a large selection of people who actually bought the product, not just people who reviewed it. I just used the system to ask questions about 2 items, one of which had only one review, the other had no reviews. And yet within 2 hours I received 4 answers to one and 5 to the other! There’s no way to do that if you don’t email the question to past customers, or limit the recipient list to reviewers.
- The answers get sent immediately back to the asker. That provides fast reminders about the purchase the shopper was considering – while the shopper is still in the buying moment – and a smooth path back to the product detail page complete it. Plus, the answers appear immediately on the site for future shoppers to use and for the asker to review.
- Askers can easily submit follow-up questions back to the answerers, or even just send thanks. That, too, is email enabled, so that it’s easy to have rapid, back-and-forth dialog about products that one person knows about the other needs to learn about.
- To make the whole question-sending-answer-delivering cycle work as fast as this while still protecting their reputation and their customers, Amazon must be automating the moderation. “Optimistic moderation”, where content is moderated after posting, works fine for reviews, but not for Q&A where posts are emailed to real customers. And manual moderation doesn’t even come close to the speed needed, not to mention that it is too much work at any sort of scale.
The result of all these pieces working together is a system that finally realizes the promise of “social commerce”. In the lingo, it’s leveraging the “interest graph” rather than the “social graph”. Which means that the system enables total strangers to actually talk to each other about products in which they share an interest or experience. Customer reviews are great, of course. But they are not interactive. The 2-way dialog that Social Q&A enables – when it’s done right like this – delivers a level of user engagement far deeper than what reviews can provide.
Online shoppers are going to find this system incredibly useful. For example, those questions I asked this afternoon weren’t tests. I was buying a whiteboard and I needed to know whether the model I was considering erased cleanly or left a ghost image. I wasn’t going to trust the manufacturer’s claims, and the information I needed wasn’t in the reviews. Here’s one of the pages – check it out. The information I got back is far more informative for my question than what’s in the manufacturer’s description or what a customer service rep (who would not have had personal experience with the product) could have provided. And since I now know that answers come back fast, the next time I’ve got a question standing between me and a purchase, I won’t hesitate to ask.
The business significance of this utility is huge. It’s not just that shoppers are more likely to buy when they get the information they need. With a tool this powerful, Amazon has now given shoppers yet another reason to go straight to Amazon next time they are considering a purchase.
If you run an online store, you need this functionality. It provides significant conversion lift, produces a mountain of user-generated content (which search engines love), and off-loads work from your customer service team. Plus, it builds loyalty! (Here’s some data we’ve collected on all these points.) You don’t need to let Amazon run away with yet one more reason for shoppers to buy there rather than at your store.
The best way to understand how Amazon’s Social Q&A works is to go there and try it out. But, for a shortcut, here are screenshots of the main elements.
A teaser link near the top of the page:
The main Q&A area embedded in the page:
The question email:
And the answer email:
December 2, 2008 by George Eberstadt
The New York Times ran a piece today heralding the imminent arrival of Facebook Connect – significant as an indication of the huge expected impact of the feature. My guess is that for brands and online merchants planning their social commerce strategy, the anticipation of Facebook Connect will be matched by an equal measure of head-scratching about how to make the best use of it.
Its predecessor, Beacon, had significant flaws. But for merchants, it also had a particular beauty – clarity of purpose. It did just one thing (sending “stories” to their customers’ Facebook pages so friends could see what those customers bought). And it provided all the infrastructure needed to do that. Just pop a bit of code here and there, and you were up and running.
Facebook Connect, on the other hand, is a tool kit which can be used in many possible ways. In addition to posting stories back to Facebook, it offers the ability for shoppers to bring their Facebook friends with them to the merchant’s site. Sounds exciting, but what does that really mean? What features and applications should sites build around that capability? And where does the technology to take advantage of this potential come from?
My belief is that the killer app for Facebook Connect for online commerce is going to be “trusted reference systems”. If you sell online, and all-of-a-sudden you can know the friend-network of your shoppers, what is the most powerful use to which you can put that information on your site? It is: to tell your shoppers what their friends have bought from you, while they are shopping. Shoppers who see that friends buy from you are going to be more likely to do so, too. They’ll get ideas from seeing what their friends have purchased, so they’ll buy more. And they’ll be able to see who among their friends they can turn to for advice if they have questions, so their whole shopping experience will be improved.
We’re on the brink of a new phase in online commerce where brands and merchants of all sizes will be able to put applications driven by social graphs on their sites. For those who take advantage of this opportunity, the potential to create value for their business is tremendous. (Not to be coy, at TurnTo, we are excited to be the leading provider of turn-key trusted reference systems that make it a snap for sellers to add these social commerce features to their sites. If you are wondering what Facebook Connect can mean to your business, we’d like to talk to you; please drop us a line.)