Display Q&A Widget on Your Store
Plans: Pro, Enterprise Platforms: Shopify
AfterShip Reviews lets you display the Q&A widget on your store’s product detail page alongside the review widget to allow users to ask relevant questions about products and view answers to previously asked popular questions.
The Q&A widget on your product detail page comes with the following benefits.
A separate section for questions and answers enables customers to freely ask questions they want about the products.
Customers can see previous questions and answers from other buyers on the product detail page, which helps to address their queries quickly and boosts order conversion rates.
Merchants can invite previous customers to respond to these questions—both automatically and manually—to boost credibility.
You can easily reply to and manage questions from the AfterShip Reviews admin on the Q&A’s dedicated dashboard.
In this article, we will discuss:
How to enable Q&A widget
Buyer experience
Reply to and publish questions
- Answered by merchant
- Inviting past customers to give answers
Import historical Q&As
Go to Q&A widget under Display settings in the AfterShip Reviews admin.
Toggle on the Q&A widget to start displaying the questions and answers section on the product detail page.
The Q&A widget will follow the same style settings as the Reviews widget and All reviews widget.
If you wish to change the look and feel of the Q&A widget, you need to edit the style settings of either the Reviews widget or All reviews widget.
Once the widget is activated, a new tab for Questions will appear alongside the Reviews section.
Customers can switch to the Questions tab and click Ask a question to submit their question about the product they wish to ask.
Customers must input their name, email address, and the question they want to ask and click Submit question to successfully post the question.
Once the question is submitted from the buyer’s end, it will be sent to the merchant for review and reply which you will be able to do on the AfterShip Reviews admin.
Customer questions will not appear on the product page unless it is published by you.
Once the question is submitted by the buyer, it will be listed on the Q&A dashboard with Pending status.
From the dashboard, click the reply button to answer the question or click the {...} icon to Delete question.
You can also answer the question by clicking directly on the question to open the sidebar. On the sidebar, the {...} icon will open two options— Answer the question and Delete question. Choose the action based on your requirements.
Click Answer the question and type in the response in the textbox. Once you’ve input your reply, you can
Post the answer, which will only display the answer on the Q&A dashboard (admin portal). The answer must still be published to be seen on your store, which can be done from the dashboard by clicking the Publish option. The status of the question on the admin will be updated to Unpublished.
Post answer and publish, which will both post the answer on the Q&A dashboard (admin portal) and publish it on your store. The status of the question on the admin will be updated to Published.
Cancel will neither post nor publish the answer.
Published questions can be unpublished from the store anytime on the admin.
Unpublished and published questions can be deleted anytime on the admin. The action is irreversible and the questions are irrecoverable.
Only questions with answers can be published.
Once the question is submitted by the buyer, it will be listed on the Q&A dashboard with Pending status.
From the dashboard, click the Ask past customers button to send invitations to past customers to provide their feedback/answer to the question.
A. Manual Invitations:
When a merchant clicks Ask past customers, an invitation email will be sent to up to 5 eligible past buyers (at least 1) of the product for which the question has been asked.
In the absence of eligible buyers, an error message will be displayed on the dashboard No eligible past customers to invite.
B. Automatic invitations:
To set up automatic invitations, go to Reviews admin → Settings → Answer invitations → Trigger settings
If enabled, each time a question is submitted, invitation emails will automatically be sent to up to 5 eligible past buyers (at least 1).
Merchants can choose to send invitations only once per question, or daily until the desired response goal is met.
If the daily option is selected: The system checks every 24 hours to see if the goal has been reached.
If not, it will automatically send invitations to another 5 eligible buyers until the goal is met.
The default response goal is 3 answers (including the merchant's own answer), but this can be customized.
First Priority:
Buyers who have left 4-5 star reviews for the product through automated or manual review requests .
Selection is based on the recency of the reviews, prioritizing the most recent.
Second Priority:
Other buyers who purchased the product and received reviews or NPS requests at least 5 days prior.
Selection is based on the recency of their orders.
Only buyers who have placed their last order within the past 2 years are eligible.
Invitations are sent only to historical buyers who share the same language as the questioner.
There must be a minimum of 5 days between the answer invitation email and the previous review request or NPS request email.
Each buyer will receive a maximum of one invitation email within 30 days.
A buyer will only be invited once for the same question.
A. Merchant
Merchants will receive email notifications for new questions, allowing them to respond promptly.
Notifications will be sent to the organization's owner email by default, with the option for merchants to change the recipients.
To turn of notification for new questions or change the owner's email address, go the Reviews Admin > Settings > Notifications > Question notification settings and toggle off the setting.
B. Past customers invited to answer question
The invited customers will receive email notifications requesting them to help answer questions about the products they have purchased in the past.
Upon clicking Submit answer, customer will be taken to a new page where they edit, review, and submit the answer.
C. Questioners will receive email notifications for answered questions
Shoppers will be notified when they receive answers from the past customers
This notification cannot be turned off.
To avoid information overload, notifications will be sent for up to 3 answers per question to the shopper.
D. Shoppers can search existing questions
Shoppers can quickly search for existing questions and answers on your website in the Q&A widget, helping them resolve inquiries and place orders faster.
Merchants are likely to see an increase in order conversion rates.
E. Filter, sort, and search questions
Merchant can filter questions based on the product name, question status, and if and how they are answered.
Merchants can directly add the question on the search bar for easy filter and management.
Currently, merchants cannot import historical questions and answers on their own. If you have historical questions you’d like to import, please reach out to our support team for assistance.
Overview
AfterShip Reviews lets you display the Q&A widget on your store’s product detail page alongside the review widget to allow users to ask relevant questions about products and view answers to previously asked popular questions.
The Q&A widget on your product detail page comes with the following benefits.
A separate section for questions and answers enables customers to freely ask questions they want about the products.
Customers can see previous questions and answers from other buyers on the product detail page, which helps to address their queries quickly and boosts order conversion rates.
Merchants can invite previous customers to respond to these questions—both automatically and manually—to boost credibility.
You can easily reply to and manage questions from the AfterShip Reviews admin on the Q&A’s dedicated dashboard.
What you'll learn
In this article, we will discuss:
How to enable Q&A widget
Buyer experience
Reply to and publish questions
- Answered by merchant
- Inviting past customers to give answers
Import historical Q&As
Enable Q&A widget on your store
Go to Q&A widget under Display settings in the AfterShip Reviews admin.
Toggle on the Q&A widget to start displaying the questions and answers section on the product detail page.
The Q&A widget will follow the same style settings as the Reviews widget and All reviews widget.
If you wish to change the look and feel of the Q&A widget, you need to edit the style settings of either the Reviews widget or All reviews widget.
Buyer experience
Once the widget is activated, a new tab for Questions will appear alongside the Reviews section.
Customers can switch to the Questions tab and click Ask a question to submit their question about the product they wish to ask.
Customers must input their name, email address, and the question they want to ask and click Submit question to successfully post the question.
Once the question is submitted from the buyer’s end, it will be sent to the merchant for review and reply which you will be able to do on the AfterShip Reviews admin.
Customer questions will not appear on the product page unless it is published by you.
Reply to and publish questions
1. Answered by merchant
Once the question is submitted by the buyer, it will be listed on the Q&A dashboard with Pending status.
From the dashboard, click the reply button to answer the question or click the {...} icon to Delete question.
You can also answer the question by clicking directly on the question to open the sidebar. On the sidebar, the {...} icon will open two options— Answer the question and Delete question. Choose the action based on your requirements.
Click Answer the question and type in the response in the textbox. Once you’ve input your reply, you can
Post the answer, which will only display the answer on the Q&A dashboard (admin portal). The answer must still be published to be seen on your store, which can be done from the dashboard by clicking the Publish option. The status of the question on the admin will be updated to Unpublished.
Post answer and publish, which will both post the answer on the Q&A dashboard (admin portal) and publish it on your store. The status of the question on the admin will be updated to Published.
Cancel will neither post nor publish the answer.
Published questions can be unpublished from the store anytime on the admin.
Unpublished and published questions can be deleted anytime on the admin. The action is irreversible and the questions are irrecoverable.
Only questions with answers can be published.
2. Inviting past customers to give answers
Once the question is submitted by the buyer, it will be listed on the Q&A dashboard with Pending status.
From the dashboard, click the Ask past customers button to send invitations to past customers to provide their feedback/answer to the question.
Invitation rules
A. Manual Invitations:
When a merchant clicks Ask past customers, an invitation email will be sent to up to 5 eligible past buyers (at least 1) of the product for which the question has been asked.
In the absence of eligible buyers, an error message will be displayed on the dashboard No eligible past customers to invite.
B. Automatic invitations:
To set up automatic invitations, go to Reviews admin → Settings → Answer invitations → Trigger settings
If enabled, each time a question is submitted, invitation emails will automatically be sent to up to 5 eligible past buyers (at least 1).
Merchants can choose to send invitations only once per question, or daily until the desired response goal is met.
If the daily option is selected: The system checks every 24 hours to see if the goal has been reached.
If not, it will automatically send invitations to another 5 eligible buyers until the goal is met.
The default response goal is 3 answers (including the merchant's own answer), but this can be customized.
Criteria for selecting past eligible buyers
First Priority:
Buyers who have left 4-5 star reviews for the product through automated or manual review requests .
Selection is based on the recency of the reviews, prioritizing the most recent.
Second Priority:
Other buyers who purchased the product and received reviews or NPS requests at least 5 days prior.
Selection is based on the recency of their orders.
General Limitations
Only buyers who have placed their last order within the past 2 years are eligible.
Invitations are sent only to historical buyers who share the same language as the questioner.
There must be a minimum of 5 days between the answer invitation email and the previous review request or NPS request email.
Each buyer will receive a maximum of one invitation email within 30 days.
A buyer will only be invited once for the same question.
Customer experience
A. Merchant
Merchants will receive email notifications for new questions, allowing them to respond promptly.
Notifications will be sent to the organization's owner email by default, with the option for merchants to change the recipients.
To turn of notification for new questions or change the owner's email address, go the Reviews Admin > Settings > Notifications > Question notification settings and toggle off the setting.
B. Past customers invited to answer question
The invited customers will receive email notifications requesting them to help answer questions about the products they have purchased in the past.
Upon clicking Submit answer, customer will be taken to a new page where they edit, review, and submit the answer.
C. Questioners will receive email notifications for answered questions
Shoppers will be notified when they receive answers from the past customers
This notification cannot be turned off.
To avoid information overload, notifications will be sent for up to 3 answers per question to the shopper.
D. Shoppers can search existing questions
Shoppers can quickly search for existing questions and answers on your website in the Q&A widget, helping them resolve inquiries and place orders faster.
Merchants are likely to see an increase in order conversion rates.
E. Filter, sort, and search questions
Merchant can filter questions based on the product name, question status, and if and how they are answered.
Merchants can directly add the question on the search bar for easy filter and management.
Import historical questions and answers
Currently, merchants cannot import historical questions and answers on their own. If you have historical questions you’d like to import, please reach out to our support team for assistance.
Updated on: 28/10/2024
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