Questions and Answers reference guide

Transcription

Question and
answer
reference guide
Disclaimer
Copyright © 2012 Bazaarvoice. All rights reserved.
The information in this document:
• Is confidential and intended for Bazaarvoice clients. No part of this document may be shared with anyone outside
your company or your company-partners without prior approval from Bazaarvoice.
• Is provided “as is” without warranty of any kind either expressed or implied, including, but not limited to the implied
warranties of merchantability, fitness for a particular purpose, or non-infringement.
• Is periodically updated to be in sync with the improvements and/or changes in our product offers.
• May be changed without notice. Some examples depicted herein are provided for illustration only and are not
guarantees of a specific result. You bear the risk of using this document.
Bazaarvoice is not liable for any technical or typographical errors that might be inadvertently present in this document.
Bazaarvoice might have patents and/or pending patent applications covering subject matter in this document. The
furnishing of this document does not give you any license to these patents, or legal rights to any other intellectual property
in any Bazaarvoice service or product.
All Bazaarvoice brand and product names are trademarks or registered trademarks of Bazaarvoice in the United States
and may be protected as trademarks or registered trademarks in other countries. All other product, service, or company
names mentioned here are claimed as trademarks and trade names by their respective companies.
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www.bazaarvoice.com
TOC
Contents
Question and answer..................................................................................................................................5
Answer landing pages..................................................................................................................................7
Impact.............................................................................................................................................8
Activation........................................................................................................................................9
Badges......................................................................................................................................................10
Best Answer badge..........................................................................................................................10
Value..................................................................................................................................10
Question routing badge...................................................................................................................10
Configuration options............................................................................................................11
Best practices.......................................................................................................................11
Badge filtering.................................................................................................................................11
Capture IP address of original content contributor...........................................................................................12
How it works...................................................................................................................................12
Configuration steps.........................................................................................................................13
Configuration options......................................................................................................................13
Conditionally expanding questions...............................................................................................................13
Performing searches on questions and answers...................................................................................14
Custom submission form fields.....................................................................................................................15
Display features..........................................................................................................................................16
Summary block...............................................................................................................................17
Main Q&A widget............................................................................................................................17
Customization......................................................................................................................18
Expanding, collapsing, and sorting items................................................................................18
Q&A home tab....................................................................................................................20
Search................................................................................................................................20
Pagination...........................................................................................................................22
Linking to a specific question or answer form...........................................................................22
Placing a cap on the maximum number of answers...................................................................22
Asking a question............................................................................................................................23
Validation...........................................................................................................................23
Authentication.....................................................................................................................24
Ask a question anonymously..................................................................................................24
Required fields....................................................................................................................24
Preview page......................................................................................................................24
Thank you page...................................................................................................................25
Answering a question......................................................................................................................26
Preview page......................................................................................................................27
Category module............................................................................................................................28
Configurable ‘Terms & Conditions’ check box....................................................................................29
Content rollup................................................................................................................................29
Helpfulness votes and report abuse...................................................................................................31
Free-text fields for questions and answers......................................................................................................32
Follow a product........................................................................................................................................33
Emails for followed products.............................................................................................................33
Adding review-solicitation to approval alerts......................................................................................34
Follow a question.......................................................................................................................................35
Bazaarvoice Confidential
3
TOC
Hosted video.............................................................................................................................................37
Internationalization.....................................................................................................................................38
One Bazaarvoice account.................................................................................................................39
Content sharing..............................................................................................................................39
Client specified languages or locales per site......................................................................................40
Language filter for customers............................................................................................................41
Locale attribution for content............................................................................................................42
Microsite language switcher.............................................................................................................43
Locale sort priority...........................................................................................................................43
Best practices.................................................................................................................................43
Multiple language support..........................................................................................................................43
Notifications..............................................................................................................................................44
Approval and rejection alerts............................................................................................................45
Alert when questions receive an answer.............................................................................................45
Photos......................................................................................................................................................47
Product families.........................................................................................................................................48
Product picker...........................................................................................................................................48
Product recommendations..........................................................................................................................49
Workflow.......................................................................................................................................50
Profiles......................................................................................................................................................52
Integrated profiles...........................................................................................................................53
Profiles snapshot.............................................................................................................................53
Publish to Facebook...................................................................................................................................55
Best practice...................................................................................................................................58
Value.............................................................................................................................................58
Question and answer syndication.................................................................................................................58
Implementation details....................................................................................................................60
Best practices.................................................................................................................................60
Question routing........................................................................................................................................60
Impact............................................................................................................................................61
Question routing process.................................................................................................................61
Enabling question routing.................................................................................................................61
Support ticket......................................................................................................................62
Sign-up forms......................................................................................................................63
Email templates...................................................................................................................63
Reports.....................................................................................................................................................64
SEO..........................................................................................................................................................64
Specifying sort options and orders...............................................................................................................65
Tags.........................................................................................................................................................65
Unanswered questions on thank-you page....................................................................................................68
Example answer-submission thank you page......................................................................................69
Edge cases.....................................................................................................................................70
Video........................................................................................................................................................71
‘Write a review’ links on the thank-you page..................................................................................................72
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Question and answer
Question and answer
Fill in the information gaps needed to convert shoppers to buyers. Enable the community, your staff, and brand
support resources to shorten the purchase cycle and increase customer satisfaction by answering consumer
questions.
• Increase conversion - “What should I buy?” is one of the top questions asked. Enable the community, your
staff, and your manufacturers’ support resources to shorten the purchase cycle by answering consumer
questions.
• Increase customer satisfaction - Give customers a way to easily interact and resolve any post-purchase
questions they have around product usage. It will decrease support costs and product returns.
• Build loyalty and advocacy - Give passionate customers a place to interact and become a brand ambassador.
And enable them to be automatically notified when a topic they are passionate about is being discussed, so
they can add their opinions.
5
Question and answer reference guide
This image shows an example of a page with questions and answers.
Key capabilities
• Drive traffic to your site with SEO integration
• Increase answer volume with question routing
• Inform contributors when a question has been answered with automatic notifications
• Enhance your visitor's experience with photos and videos
• Ensure posted content is authentic and adheres to your guidelines with human moderation
• Extend your global reach with multi-language implementations
Interested in a real-world example of question and answer in action? Read how Samsung used question and answer
to increase engagement and fill information gaps.
6
Question and answer
Answer landing pages
Answer landing pages (ALPs) make question and answer content easily indexable by search engines, allowing you
to leverage your community-generated content as a natural search benefit. The following image shows an example
ALP.
ALPs are also available for category-level questions and answers. These pages link directly to your category pages.
Customers can use the following options to sort the questions and answers that appear on an ALP:
• Sort by questions with the most answers
• Sort by recent questions
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• Sort by questions with recent answers
These options are the same options that are available on your product and category pages.
Impact
In addition to facilitating search engine optimization (SEO), ALPs drive potential customers to your product pages.
Of all the links that appear on a typical ALP, for example, only Read All Reviews does not take visitors directly to
a product page. Instead, Read All Reviews takes visitors to the product’s Review Landing page (RLP), from which
location they can proceed to the product page.
As shown by the following image, RLPs conversely feature a Read All Questions & Answers link that takes customers
to the appropriate ALP.
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Question and answer
The following image shows the manner in which all primary actions from an ALP or RLP lead customers to the
corresponding product detail page.
Activation
Other than agreeing on the general styling of your ALPs, no work is required on your part to activate them. Your
Bazaarvoice Client Services team is responsible for guiding your design choices within the feature’s configuration
capabilities.
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Badges
Best Answer badge
The "Best Answer" badge can be assigned to the answer with the most number of helpfulness votes among all the
other answers for a question. This badge is updated dynamically, based on the current vote count. A question
must have at least two answers before this badge is applied.
Value
As content increases in volume, customers can find it increasing difficult to identify a high-quality answer. The Best
Answer badge not only alleviates this difficulty but also motivates contributors to submit high-quality answers. The
ability to vote on answers becomes an additional interaction point through which customers can contribute to the
community.
Question routing badge
Customers who sign up to be part of an answering team can be assigned a special badge to recognize their efforts
in helping to answer questions quickly and knowledgably. A badge – such as Answer Subscriber – appears on
their profiles and answers as well as on any other content that they submit, including reviews, questions, campaign
items, and comments.
Customers are motivated to remain on an answering team and actively contribute when they see a special badge
applied to their profile and content. The badge also helps create awareness of the answering team for other users.
After customers unsubscribe from the answering team, the badge is removed from past and current contributions
as well as from their profiles.
The following image shows the default Answer Subscriber badge as it appears on a Thank You page.
The name and image of this badge can be customized.
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Question and answer
This feature is available if you have implemented Q&A with Question Routing.
Configuration options
You can choose a badge name for members of your answering team. Recommended names include the following
examples:
• Answering Subscriber
• Answerer
• Answering Team
Best practices
Bazaarvoice recommends implementing special badges as an incentive for customers to stay actively involved in
the answering team.
Badge filtering
If you have employees or community experts who participate actively in answering questions, you can expose
teaser questions that contain their answers on the Q&A Home tab, as the following image shows.
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Additionally, customers can sort the teaser questions by badge types, as shown by the following image.
Capture IP address of original content contributor
A first step in detecting content coming from a fraudulent source – such as a competitor's site or a disgruntled user
submitting multiple pieces of repetitive content – is to capture the IP address of the original content contributor.
The capture IP address feature lets you explicitly pass a user's IP address during the submission process. This feature
covers the following content types:
• Reviews and comments on reviews
• Questions and answers
• Campaign content and comments on campaign submissions
• Helpfulness votes
• Reporting inappropriate content
To enable this feature, ensure that you have satisfied the following prerequisites:
• Capture the IP address of original content contributor
• Use the Bazaarvoice XML API
How it works
1. Customer submits content.
2. You capture the IP address of the customer.
3. You pass the IP address to Bazaarvoice along with content.
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Question and answer
4. Bazaarvoice’s fraud-detection process determines whether the content originated from a fraudulent source.
5. Content fails moderation if content is found to be from a fraudulent source.
Configuration steps
Add a userip = x.x.x.x parameter to all submission requests like you currently do to specify an encrypted user ID.
Bazaarvoice accepts the userIP parameter at all times. By default, the corresponding field on the XML submission
API appears only if you specify this parameter. However, you can determine whether to always show the user IP
field on the XML submission API.
Conditionally expanding questions
Questions that can be expanded conditionally allow you to complete the following tasks:
• Display a featured question in non-native locations like the following examples:
• On your home page
• In emails that solicit customers for answers
• Direct customers to the question and answer widget that displays the question
Perform the following steps to create conditionally expanding questions:
1. When creating the destination URL on the featured question, add a query string parameter
The query string parameter can be any value as long as the destination page that contains the question and
answer widget expects the parameter and can accept the value. The following URL provides an example of
a featured-question URL:
http://www.clientsite.com/product123.html?tellBVtoOpenQuestion=213
In this example, the query string parameter is tellBVtoOpenQuestion. The value of 213 provides an example
of a unique question ID that can be determined by performing either of the following steps:
• Viewing a All Q&A Analyst report
• Right-clicking Answer This Question on your front-end website and choosing Properties to view the
link’s properties for the question to which you want to point users
2. On the receiving page (product123.html), request the tellBVtoOpenQuestion query string parameter’s value
of 213.
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3. If tellBVtoOpenQuestion contains a value, conditionally modify the page’s Bazaarvoice code to append a
query string parameter to the source of the embedded Q&A content.
The following code provides an example of unmodified code that indicates tellBVtoOpenQuestion possesses no
value.
<iframe id="BVQAFrame" name="BVQAFrame"
src="http://answers.clientsite.ca/answers/19938/category/12618/questions.
htm?format=embedded"style="visibility: hidden; position: absolute; left:
-999px; top: -999px; width: 1px; height: 1px;">
</iframe>
The following code provides an example of modified code that indicates tellBVtoOpenQuestion possesses a value:
<iframe id="BVQAFrame" name="BVQAFrame"
src="http://answers.clientsite.ca/answers/19938/category/12618/questions.
htm?format=embedded&expandQuestion=213" style="visibility: hidden;
position: absolute; left: -999px; top: -999px; width: 1px; height: 1px;">
</iframe>
Based on the tellBVtoOpenQuestion parameter’s value of 213, the Bazaarvoice code is rendered with an additional
query string parameter called expandQuestion, whose value is likewise set to 213.
Note
expandQuestion is the specific query string parameter that you must append. It cannot be substituted for another
parameter. The Bazaarvoice application searches for this specific parameter when deciding which question to
expand.
To summarize, your parameter is passed to the receiving page, which picks up the parameter and conditionally
passes an expandQuestion query string parameter and question ID value to the Bazaarvoice code.
Performing searches on questions and answers
By using the same technique that is described in “Conditionally Expanding Questions,” a Q&A search can be
initiated. This technique assumes that the search feature is enabled as a part of the question and answer
implementation. Using this technique to conduct a search equates to clicking the Search tab, specifying a search
phrase, and clicking Search.
Use the search variable to indicate the appropriate search phrase. For example, the following query string parameter
can be passed to the Bazaarvoice code to conduct a search for the phrase dog food:
http://www.clientsite.com/product123.html?search=dog&ampfood
Related Links
Conditionally expanding questions on page 13
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Question and answer
Custom submission form fields
You can capture information about your customers through contextual list boxes that you define during the
implementation process. To avoid discouraging customers from submitting content, Bazaarvoice recommends
that you minimize the number of contextual questions that you ask.
The following image shows custom submission form fields on an example submission form.
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Similarly, the following image shows the fields on an example Search Q&A tab.
Display features
The primary integration point for the display widget resides on your various Product pages. If you want your
customers to be able to ask and answer questions about a general category, a widget for the Category page is
also available.
The following features represent key highlights of the display functionality:
• Summary block that displays information about the questions and answers that are available for a product
• Collapsible Q&A widget that displays individual questions and answers
• Prompts that encourage customers to ask either the first question or a new question, depending on which
option is appropriate
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Question and answer
• Helpfulness votes and the reporting of abuse
• Answer-submission page that displays the relevant question as well as any associated fields that the customer
must complete
• Configurable Terms and Conditions check box
• Category module that lets customers ask and answer questions on a Category page instead of a Product
page
• Content-rollup feature that displays product-level questions in the category widget
The following sections describe these features in more detail.
Summary block
A summary block displays information about the questions and answers that are available for a product. If no
questions or answers are currently available, a default button that is labeled Be the first to ask a question is
displayed. Clicking a link in the summary block takes the customer to the main widget.
The following image shows an example summary block.
Similarly, the following image shows an example summary block that might be displayed if no questions or answers
are currently available.
Main Q&A widget
A collapsible widget that displays individual questions and answers is available separately from the summary block.
This widget typically resides below the product description in the main content area.
17
The following image shows an example widget in its default, collapsed status.
Customization
The colors, font, and button styling within the widget can be customized and skinned to integrate seamlessly with
your website. The width of the widget varies to fill the width of the containing section.
Expanding, collapsing, and sorting items
Clicking Expand All (+) expands the widget and displays all of the relevant questions. Alternatively, questions can
be expanded or collapsed individually. After a question is expanded, Expand All (+) changes to Collapse All (-).
Similarly, after a question is collapsed, Collapse All (-) changes to Expand All (+).
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Question and answer
The following image shows an example of an expanded question.
Sorting options allow customers to quickly access information from a large list of postings. The default organization
keeps the most recent question at the top of the list, and customers can sort the list according to the following
options:
• Helpful questions
• Helpful answers
• Featured questions
• Featured answers
• Recent questions
• Recent answers
• Oldest questions
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• Oldest answers
• Most answers
• Fewest answers
• Expert answers
Clicking a sort option orders the questions as well as answers within a question. Clicking the same sort option
alternatively, re-sorts the list in ascending and descending order.
Q&A home tab
The Q&A Home tab provides customers with visibility into more specific areas of Q&A content within the main
Q&A widget. For example, the Q&A Home tab can expose teaser questions as well as the most helpful answers
to those questions. It can also display a section that identifies questions that feature no answers and are in need of
customer input, as the following image shows.
The Q&A Home tab maps to the available sort options and can be configured to display any or all of the sort options
as teaser sections. You can specify the number of teaser questions that appear in each section. By default, the
following types of questions are visible for all new clients:
• Questions with the most helpful answers
• Open questions
• Questions with the fewest answers
The section labels on the Q&A Home tab are configurable.
Search
You have the option of including a search box that allows customers to search question- and answer-specific text
for topics of interest. The search box resides on the Q&A Home, Browse Q&A and Search Q&A tabs to advertise
its presence to the customer.
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Question and answer
All searches take the customer to results that are displayed on the Search Q&A tab, as the following image shows.
Keyword matches in questions and answers are bolded. As with the Browse Q&A tab, the customer can expand
any of the displayed questions to read associated answers.
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An advanced widget that is located at the bottom of the search-results widget lets customers expand their keyword
search term to additional categories, as shown by the following image.
Customers are always presented with breadcrumbs that identify the category hierarchies from their starting
locations. Breadcrumbs are maintained so that customers can easily return to their original search results.
Pagination
By default, five questions are visible before the pagination links appear. This number is configurable.
Linking to a specific question or answer form
You can link to a specific question by manipulating query string variables, providing a convenience for your
customers when sending out email notifications.
You can also link directly to the Ask Question form or the Answer Submission form for a specific question by
using pre-authenticated links to submission.
Placing a cap on the maximum number of answers
Your Conversations implementation should supply enough purchase-consideration content to provide a sufficient
amount of help. However, answers that grow in an unbounded fashion can overwhelm customers. As a result,
users are not presented with the Answer This Question button after the question has received 10 approved
answers. This threshold is configurable.
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Question and answer
Asking a question
When no questions about a particular product have been asked, customers are prompted to “be the first to ask a
question.” Otherwise, customers are prompted to “ask a new question,” as the following image shows.
When a customer clicks Ask a New Question, the form expands inline. Clicking Cancel returns the widget to its
original collapsed state, while clicking Preview validates the form and forwards the user to the Preview page.
Validation
When a customer clicks Preview, the form values are checked for profanity as well as for conflicts with existing
user names. If you have ratings and reviews enabled, the form checks itself for conflicts with user names in the
ratings and reviews database. Bazaarvoice intends to attribute all of a customer’s question-, answer-, and
review-related activities to a single user name.
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Authentication
Authentication is optional for customers to submit or answer a question. You can configure the experience not to
require authentication for asking or answering questions, or you can choose to authenticate only for answers.
Bazaarvoice recommends that you use authentication for both scenarios.
The same configuration options for authentication are available for the submission of helpfulness votes. Bazaarvoice
recommends that you require authentication for helpfulness votes as well as for reporting inappropriate content.
If a customer who has previously submitted content is logged in to the site, the appropriate, non-editable user
name is displayed. In cases where authentication is not required, the user name is set to Anonymous. The uniqueness
of user names is verified only when authentication is required.
Ask a question anonymously
If your require authentication, a customer can still check the I want to ask this question anonymously check box,
which displays the text field for the user name as a non-editable field. Questions that are asked anonymously do
not appear in a customer’s profile except when he or she has provided an answer to an anonymous question.
Required fields
The following fields are required:
• Question titles are typically required
• User names are required in authenticated scenarios
Location text and question text is optional.
Preview page
Customers are shown previews of their questions before they are posted. Nicknames, locations, question titles,
and question text are displayed in the same manner that they appear to the public.
The following image shows an example Preview page.
Customers can perform the following steps on the Preview page:
• Click Terms and Conditions to open a new window that contains configurable legal verbiage
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Question and answer
• Click Cancel to return to the widget’s default collapsed state
• Click Edit to return to the submission form and edit his or her question
• Click Submit to submit the question
By default, a description of the 72-hour approval period appears below the button array.
Thank you page
As the following image shows, customers who submit questions are presented with a Thank You page and a
reminder about the 72-hour window for approval.
Customers can click OK to return to the default, collapsed widget.
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Answering a question
When customers click Answer This Question, they are presented with the following answer-submission page,
which displays the question as well as relevant fields that must be completed.
After supplying the text for an answer, customers can perform the following steps:
• Click Cancel to reset the widget to its default collapsed state
• Click Preview to send the user to the Preview page
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Question and answer
Preview page
Customers are shown a preview of their answers before posting them. Nicknames and locations are displayed as
they appear to the public, along with question titles and text, as the following image shows.
Customers can perform the following steps on the Preview page:
• Click Terms and Conditions to open a new window that contains configurable legal verbiage
• Click Cancel to return to the widget’s default collapsed state
• Click Edit to return to the submission form
• Click Submit to submit the answer
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Category module
The following image shows an example category module, which lets customers answer questions on a category
page instead of a product page.
This module provides a location from which customers can ask questions like “Ipod or Zune, which one is better?”
and “What does 1080i mean?” Except for the header, the category module is identical to the product page module.
Additionally, a category summary lets you display the aggregate question and answer volume on a category page,
as shown by the following image.
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Question and answer
Configurable ‘Terms & Conditions’ check box
An I have read the Terms & Conditions and agree to them check box can be added to the question- and
answer-submission forms, as shown by the following image.
Clients can choose to display the Terms & Conditions (T&C) check box on either the submission-edit page or the
submission-preview page. By default, the T&C box will appear on the submission-edit page; contributors must
select this box before they can proceed to the preview page.
Content rollup
Content rollup increases the coverage of existing questions by displaying product-level questions in the category
widget. Specifically, all of the questions that live on products under a particular category are rolled up to the widget,
which continues to display category-level questions in addition to the product-level questions.
Category- and product-level questions are displayed together and sorted according to date.
If a category contains subcategories, all questions from those subcategories and the products that they contain
are rolled up to the category widget. For example, if Electronics is a parent category to the subcategory TVs, then
all of the product- and category-level questions from TVs appear in the Electronics category widget.
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Content rollup also adds enhanced question attribution, as the following image shows.
Further, the following fields can be configured to be shown or hidden:
• Product-level images
• Product and category text that is hyperlinked to the appropriate product or category
• Profile information about users who submit questions, such their avatars, user names, and locations
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Question and answer
Helpfulness votes and report abuse
Customers can rate a question or answer by clicking Thumbs Up (
) or Thumbs Down (
). Clicking either
rating button adds a vote to the counter that appears next to the button, as the following image shows.
Helpfulness votes are reflected when the regularly scheduled content-distribution network cache clears. By default,
customers must first authenticate when submitting a helpfulness vote.
Customers can also click Report This to submit a reason why they think the content needs to be flagged as
inappropriate.
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Free-text fields for questions and answers
Question and answer provides the flexibility to solicit information from contributors who can enter more information
than a simple question or answer. For example, an automotive client with question and answer deployed on product
pages might want contributors to submit additional information about their vehicle – such as the make, model,
and year – when submitting a question, as shown by the following image.
This optional feature helps you and your community to understand the context of a question more thoroughly
when trying to provide an answer. Likewise, additional context around an answer enables richer answer-related
content for the community.
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Question and answer
Follow a product
Customers can follow a product by opting in to receive updates whenever new reviews, questions, and answers
are submitted for that product. Following a product is an easy way for you to track customer conversations about
your products and services without forcing you to check for updates. Similarly, they provide an easy way for your
customers to track new information about a product and to make informed purchasing decisions.
When the option to follow a product is implemented, each product page includes a link that allows any site visitor
to subscribe to updates, as the following image shows.
A subscription page prompts visitors for their email addresses and lets them choose the types of alerts to receive.
You can also provide visitors with a check box that lets them identify themselves as business owners, in which case
the Business Owner tag is used to track their subscription metrics. The label that is associated with this check box
is configurable, as shown by the following image.
The label and check box can be removed if you do not want to include them on your form.
Emails for followed products
An email is triggered whenever new content is published to product pages for followed products in ratings and
reviews and question and answer. This email alert is sent to the subscribers for that product and indicates that new
content has been published.
The email message includes the following information:
• Link to new content
• Link that allows subscribers to cancel their subscriptions, either to a single product or to all the products to
which they are subscribed
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The following image shows an example email.
Adding review-solicitation to approval alerts
Approval alerts that inform the user that their question or answer has been approved and posted, can include a
request for reviews such as:
• Review this product – link to the review submission form for the same product the user’s question/answer
was based on
• Review a product from our catalog – a link to the product picker where a user can pick any product to review
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Question and answer
•
This feature is for clients with an implementation ratings and reviews. Generic review submission must also be
enabled.
Follow a question
Customers can follow questions posted on your site. Customers who opt in to this feature receive an email alert
whenever an answer is published to the questions they are interested in.
Email alerts include the following information:
• Link to new content
• Link that allows subscribers to cancel their subscriptions, either to a single product or to all the products to
which they are subscribed
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The following image shows an example email.
Permitting your customers to follow a question has the following value:
• Your customers can track new questions about a product and make more informed purchasing decisions.
• You and your customers can view the number of followers who are associated with a specific question.
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Question and answer
When you implement the option to follow a question, each product page includes a customizable link that allows
site visitors to subscribe to updates, as the following image shows.
When visitors click this link, the following Subscribe to Answers page opens, prompting them for their email
addresses and letting them subscribe to new answers to the question.
Visitors cannot subscribe to category-level questions.
Bazaarvoice recommends that you enable the option to follow a question because it helps to inform you and your
customers of the popularity of specific questions and products. Provide your Bazaarvoice Client Representative
with the number of followers whom you want to display.
Hosted video
Contributors of questions and answers can upload videos as part of their submissions. This capability lets customers
supply a video without leaving your site to use YouTube or Google. Further, it gives you complete control over
the content.
37
When Hosted Video is enabled, a file-upload control and optional caption field replace the YouTube link. On the
display, a non-branded video player is included to play back user videos.
The following display styles are available:
• Thumbnail that, when clicked, opens a window with the player and caption, as shown by the following image.
• Inline player that is embedded directly within a question or answer. This display style is similar to the existing
YouTube-based functionality.
If you choose the hosted video option, you must choose it for submission instead of the YouTube or Google option.
However, any approved video content that was previously collected from YouTube or Google, is still displayed.
Internationalization
The term internationalization refers to a suite of features designed for clients who have websites in multiple
languages across multiple countries. Internationalization is sometimes abbreviated as i18n because 18 letters reside
between the initial i and final n.
To enable the i18n suite of features, ensure that the following prerequisites are satisfied:
• Bazaarvoice Conversations must be implemented
• A single, global, product catalog with localized values must be available for all your sites
The following features comprise the i18n suite:
• One Bazaarvoice account
• Content sharing
• Client specified languages or locales per site
• Language filter for customers
• Locale attribution for content
• Microsite language switcher
• Locale sort priority
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Question and answer
The following sections describe these features in more detail.
One Bazaarvoice account
With i18n, you can have a single, unified account from which you can use the locale filters to filter your reports and
alerts, as the following image shows.
Content sharing
Content from all of your locales is now aggregated and shared on all of your sites for your customers to view. For
example, a customer on your US site can read content on your Australian site.
The following content types can be shared between sites.
For ratings and reviews:
• Reviews
• Review comments
• Profiles
For campaigns:
• Profiles
• Campaign content
• Comments on campaign content
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For question and answer:
• Profiles
• Answers
• Questions
• Content that is specific to any other Bazaarvoice product to which you subscribe.
Sharing content globally increases the following numbers:
• Overall UGC volume
• The total percentage of your products with at least one review, campaign item, question, or answer.
• The average number of reviews, campaign items, questions, or answers.
• SEO value for all sites
Note
With i18n, the Ratings Summary is based on the ratings for all of the locales that you choose to share on each site.
Client specified languages or locales per site
On each site that you support, you can display content from all your supported languages or merely a subset of
those languages. For example, you might operate seven sites, each in a different language. However, you might
want to display content in only three of these languages on your Canadian site. Visitors to the Canadian site can
view content in only these three languages and do not have the option to view content from your other four sites.
In this example, the Ratings Summary is based on ratings from the corresponding three sites.
Note
The Client Specified Languages or Locales per Site feature is not available with microsites. If you use microsites,
contact your Bazaarvoice Client Representative to upgrade to SEO integtration.
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Question and answer
Language filter for customers
Customers can utilize a language filter to view content that is submitted in one or more languages and that you
make available on each site. For example, if you display content in English, Spanish, and French on your US site,
customers can choose one or more of these languages by using the language filter that is shown in the following
image.
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Language filters for ratings and reviews
Although content from only the selected language is displayed, primary and secondary Ratings Summaries are
based on ratings from all three languages. The summary section is recalculated to reflect the current filtered display,
as the following image shows.
Locale attribution for content
Locale attribution appears on content that originates in a language or country that does not match the currently
requested site. For example, if you operate an .es site as well as a .com site, and if a review that is submitted through
the .es site appears on the .com site for a given product or category, a note such as “This Spanish review is from
site.es ” appears next to the content.
Because comments can be written only in the language of the original content, locale attribution serves as a useful
reminder of the original language.
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Question and answer
Microsite language switcher
The Microsite Language Switcher is a filter that allows your customers to switch between the site’s default language
and other languages that you support on the same site or on other sites.
This feature is available only for clients with microsites.
Locale sort priority
You can determine the sort priority for displaying locale-specific content on each of your sites. This priority applies
only on initial page-load. After a customer applies the language filter, locale content is sorted in order that he or
she chooses.
Best practices
Bazaarvoice recommends that you implement i18n to take advantage of content-sharing across your sites. If you
have not already implemented SEO integration, we recommend that you contact your Bazaarvoice Client
Representative to implement this feature.
Provide your Bazaarvoice Client Representative with the following information:
• The list of locales and languages from which you want to display content on each site
• Any customizations to indicate the source of the content, as follows:
• Identifying text, such as “This French review was originally collected from our
client.ca
site.”
• An image of the national flag of the locale
Multiple language support
Question and answer is available in the following languages:
• Chinese (simplified)
• Chinese (traditional)
• Czech
• Danish
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• Dutch
• English (US locale)
• Finnish
• French (Canada locale)
• French (France locale)
• German
• Greek
• Hungarian
• Indonesian
• Italian
• Japanese
• Korean
• Malay
• Norwegian
• Polish
• Portuguese (Brazil locale)
• Portuguese (Portugal locale)
• Romanian
• Russian
• Slovak
• Spanish (Spain locale)
• Swedish
• Thai
• Turkish
• Ukrainian
If you maintain multilingual websites, Bazaarvoice recommends that you consider implementing question and
answer for all additional languages.
Notifications
Bazaarvoice offers a series of features whose functionality gives your customers the opportunity to opt in and out
of specific types of email alerts. Collectively, these email-related features are referred to as notifications.
Although these features support email alerts, Bazaarvoice itself does not send any email messages. Any email
campaigns that you want to implement require integration with your email provider.
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Question and answer
Approval and rejection alerts
Check boxes on the question-submission form allow customers to determine if they want an email alert when their
question has been approved or rejected. Typically, these alerts contain a message like “Thank you. Your question
has been approved.” Keeping an email alert simple will help ease a customer's concern that you are sending
unsolicited emails thereby reducing the chances that a customer might opt out of all email communication with
you.
The following image shows an example check box that a customer can check to receive an email when a submitted
question is either approved or rejected.
Alert when questions receive an answer
Customers can opt to receive an email alert when their submitted question is answered.
Because a question can receive an infinite number of answers, the author can receive an infinite number of email
alerts – one for each answer. Without a mechanism to opt out of future answers, customers might opt out of email
communication with you altogether.
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Bazaarvoice offers a web service that allows contributors to opt out of future answers to a given question. This web
service is accessed by way of a hyperlink that can be included in the “Your question has been answered” email,
as shown by the following image.
The fully constructed and encrypted URL to this web service is included with each question in the standard client
feed. When a customer clicks the hyperlink, the web service generates a configurable Web page that allows him
or her to confirm the intent to stop receiving answers to a specific question. The following image provides an
example.
A customer who clicks Yes no longer receives answer-related alerts for the given question. If a customer receives
answer-related alerts for other questions, this action has no effect on the alerts for those questions.
For more information, refer to the Bazaarvoice Notifications reference guide.
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Question and answer
Photos
Your customers can submit up to six individually captioned images per question or answer. Submitted photos are
displayed originally as thumbnails within the body of the appropriate question or answer. When a thumbnail is
clicked, the image appears as full-sized.
The primary goal of this feature is to enhance the purchasing experience by augmenting questions and answers
with customer-supplied photos. Such photos allow your customers to express questions and explain answers in
ways that might be difficult to accomplish only with words.
The following image provides an example of a photo-enhanced answer.
Bazaarvoice moderates all photos and captions for appropriateness.
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Product families
Product families allow you to create product associations and control whether content from associated products
is displayed on a Product page. If a product resides within a family, you can choose to display questions, answers,
and reviews from other products in the family.
Product families are useful for addressing the following issues:
• If the UGC for a product of a particular color applies equally to all of the color variants, you can create a family
that displays the relevant UGC for all of the product colors. For example, reviews of a red MP3 player can be
displayed on the Product page of a blue MP3 player of the same make and model, provided the color of the
MP3 player does not factor into the reviews.
• Some products, like a digital camera and a memory stick, are so closely related that the purchase of one item
nearly always involves the purchase of the other item. For such bundled items, the UGC that is associated with
one of them can be displayed on the Product page of the other item. For each Product page, you can choose
to display content associated with other products in a family or only with the product in question.
With product families, you can also specify the direction in which UGC is shared. For example, product families let
you display reviews for a memory stick on a camera’s Product page without forcing you to display reviews for the
camera on the memory stick’s Product page.
Product families can be implemented through either of the following methods:
• Log in and click Manage Content > Family Management Tool to add, view, and manage your product
families.
• In your Product data feed, add an Attributes section with a family identifier to each product entry that you
want to include in a family. Specific families are declared within a separate element whose children elements
contain the appropriate external identifier as well the value that identifies the family.
For more information, contact your Client Representative or refer to the Product families reference guide.
Product picker
Bazaarvoice’s product picker powers the following two question and answer features:
• Recommendations
• Generic “Submit a review” link that appears on the Answer Thank you page
Please note the following configuration options:
1. You can choose different configurations for ratings and reviews, question and answer, or campaigns.
For example, suppose you want to exclude perfume from your Q&A list of product recommendations, you
can configure the Q&A product picker to exclude the Perfume category. Meanwhile, your R&R and campaigns
product picker still shows the full product catalog.
2. You can create a generic “Write a Review” link that limits the product picker to a particular category.
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Question and answer
For example, if a travel agency wants to drive volume in their Hotel category, they can configure product
picker for the generic “Write a Review” link on the Q&A Thank you page to display a list of just hotels and
not airlines or car-rentals.
3. If you have product families, you can compel users to ask or answer questions on individual items, rather
than the family as a whole.
For example, if you sell gift baskets, a user clicking on the “Ask a question” link from the gift-basket page
will be presented with products that are only part of the gift-basket family.
Related Links
Product recommendations on page 49
‘Write a review’ links on the thank-you page on page 72
Product recommendations
Customers are given the option to enhance their questions and answers by attaching personalized product
recommendations. For example, contrast the following answers:
• Without product recommendations:
• With product recommendations:
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A large percentage of questions, including the following examples, can be enhanced by allowing customers to
recommend products personally:
• Questions at a category level that ask, “What is the best product for <reason>?”
• Questions at a product level that ask, “What accessories go well with this product?”
By allowing customers to suggest product recommendations, you shorten the purchase path and provide inspiration
as well as opportunities to cross- and up-sell to subsequent visitors to your site. Additionally, customers provide
valuable analytical data about the following product types:
• Products that fit well together
• Products that customers highly recommend to fit specific use cases
Related Links
Product picker on page 48
Workflow
The following steps describe the typical workflow:
1. Customer asked to recommend products while answering a question.
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Question and answer
2. Customer interacts with the instant search box to select products.
3. After submission and approval, the recommendations appear as part of the answer.
For inactive products, you have the option of removing the product recommendation section from the display or
keeping it active regardless of status (assuming you have implemented the appropriate redirection and handling
measures).
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Contact your Bazaarvoice Client Representative for pricing details.
Profiles
Bazaarvoice helps build online communities that drive measurable goals. With Bazaarvoice profiles, the opinions,
knowledge, and experience of your best customers come together to build trust in your brand and to influence
purchasing decisions.
For more information, refer to the Bazaarvoice Profiles reference guide.
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Question and answer
Integrated profiles
All contributions from a particular customer – including questions, answers, and reviews – are viewable from one
location called an integrated profile. Integrated profiles use tabs to display question- and answer-related content
separately from review-related content, as shown by the following image.
The tab that displays question- and answer-related content is accessible through the user’s nickname within a
question or answer.
Profiles snapshot
Vistors reading UGC can hover over a contributor’s name to view this contributor's previous site interactions.
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The data that can appear in a profile includes but is not limited to the following information:
• Nickname
• First and last submission times, either across all content or per content type
• Total contributions per content type
• Average product rating
• Product rating histogram
• Most recent X products reviewed
• Most recent X questions asked
• Total number of helpfulness votes, either across all content or per content type
• Number of best answers
• Featured content count, either across all content or per content type
• Reviewer-level badges, based on affiliation, rank, and contributor rank
The following image shows an example of a page before a visitor hovers over a contributor’s name.
The following image shows an example of a profile snapshot that appears while a visitor hovers over a contributor’s
name.
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Question and answer
Publish to Facebook
Prompt contributors to share content while they are in the submission process on their Facebook pages. An
abbreviated section of this content appears in the news-feed section of the appropriate Facebook page, drawing
friends to your site for more information.
Contributors have the option to publish to Facebook on the following pages:
• Submission page
• Preview page
• Thank you page
Content published to Facebook appears in a Facebook user’s newsfeed, as the following image shows.
By appearing in a newsfeed, reviews, questions and answers, and campaign content can draw a customer’s friends
to your site.
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With social buttons, after the content is live on the site, anyone can share it to Facebook. As this user flow is not
typical for a contributor, the effectiveness is limited to the number of contributors who return to view the content
they submitted.
The following image shows a potential flow path to share content on Facebook. With this option, the Preview
page can feature a Publish this <content> to Facebook check box. After clicking Submit, users are taken through
the steps to connect to Facebook and share their content.
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Question and answer
Similarly, the following image shows an alternate way to share content on Facebook. With this option, instead of
prompting the user on the Preview page, we can prompt the user to share to Facebook on the Thank You page.
The following aspects of sharing content on Facebook can be customized to meet your specific views and policies
about sharing content.
• The point at which a customer is prompted to share content can be as follows:
• Aggressive approach – Customers can check a check box on the Preview page to share to Facebook.
• Passive approach – Customers can be prompted on the Thank You page to share to Facebook.
• The time at which content is posted to Facebook can be one of the following:
• Immediately – Upon granting approval, the feed content can be posted immediately to Facebook.
• Post-moderation – Even though the customer’s friends are the only people who have access to the content,
you might not want to post it to Facebook until after it has been moderated. This approach provides another
way to protect your brand, even if it might not meet the expectations of some of your customers.
• The content that is posted to Facebook. Bazaarvoice provides significant flexibility concerning the content
that you want to post to Facebook as part of the feed content. For example, if you want to post immediately
but are concerned about your brand, you can elect to display a sanitized version that contains only the following
information:
• Product about which the customer submitted content
• Star rating if applicable
• Links to the product
A default post to Facebook contains the following information:
• Title of review, question, answer or campaign submission
• Review stars if applicable
• Content of review, question, answer or campaign submission
• Product image
• Pros and cons
• Links to the product and the related content
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Best practice
Bazaarvoice recommends the following:
• Display the option to share content on Facebook on both the Preview and Thank You pages
• Post content immediately upon submission with star rating, link to product, and product image
Value
Sharing content on Facebook is an easy way to amplify the impact of UGC that was created on your site to the most
popular global social networking site, Facebook.
Question and answer syndication
Questions and answers that are submitted through a manufacturer's website can also appear on the site of a retailer
who sells the corresponding products.
For example, questions and answers that are submitted through a manufacturer's site for products like refrigerators
and televisions can be syndicated to appear on the product pages of an appropriate retailer. In examples like this
one, syndication increases the amount of UGC on the retailer's site, helping to drive higher conversion rates for
visitors.
To implement this feature, the source client and the destination client must both have Q&A. Additionally, the
syndicated products must match on each end.
Contact your Bazaarvoice Client Representative for pricing information.
Related Links
Implementation details on page 60
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Question and answer
Configuration options for question and answer syndication are typically driven by the destination client and include
the following examples:
• Inline syndication with attribution – Displays syndicated content alongside native content, identifies the source
of the syndicated content, and displays other attributes that pertain to the source client and content. If you
choose inline syndication with attribution, the following pieces of content are added to all syndicated UGC
by default:
• Logo or other icon that represents the company providing the UGC.
• Statement that identifies the source of the UGC, as follows:
Customer question from
< SourceClient >.com
where < SourceClient > represents the name of the source client.
Different design options are available if you choose inline syndication with attribution. For example, these
pieces of content can be placed in the upper or lower corners of any container that displays syndicated
UGC. Either piece can appear to the left or right side of the UGC, but both pieces must appear in either
the upper or lower corners. One piece cannot be placed in an upper corner and another piece in a lower
corner.
The following image provides an example.
• Inline syndication without attribution – Displays syndicated content alongside native content. With this option,
customers are unable to differentiate between native and syndicated content.
The Showcase implementation option is not available for question and answer syndication like it is for ratings and
reviews syndication.
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Implementation details
To participate in question and answer syndication, include the following information in your Product data feeds:
• Brand
• Product name
• Model number
• Manufacturer's Part Number (MPN)
• Unit Processing Code (UPC), European Article Number (EAN), or International Standard Book Number (ISBN),
as appropriate
It is recommended that you also include the following product identifiers:
• Product description
• Current status (active or inactive) of all products
Best practices
Bazaarvoice recommends that you choose inline syndication with attribution because of the following reasons:
• Intuitive for customers
• Provides a greater boost to conversion rates
• Provides a brand benefit to participating manufacturers
Additionally, it is recommended that you choose a design option in which the source-identifying pieces of content
appear in the upper corners of a UGC container. Such designs inform customers immediately that they are viewing
and interacting with syndicated UGC.
Question routing
Many websites feature groups of experts who attentively answer questions that the community submits about
products and product categories. In the past, these experts needed to engage actively with your site to identify
new questions that they could answer. When routing questions however, this limitation is removed, allowing
experts to receive new questions directly in their mailboxes.
The smart portion of this feature refers to the set of optimized algorithms that Bazaarvoice uses to identify experts
who are best suited to answer new questions. When making these identifications, we take into account a number
of factors, including the customer’s past interactions with the site, profile data, and factors about the relevant
product or category. As a result, the most appropriate experts for a specific question are always the ones who
receive requests for answers.
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Question and answer
Impact
Having an answering team made up of your content contributors, taps into your existing base of experts and
reduces the amount of time that elapses between questions and answers. Consequently, the overall volume of
answers on your site increases. This increase is important because questions with answers can drive sales by up to
22 percent. For more information, visit the following site:
http://www.bazaarvoice.com/resources/case-studies/ask-answer-attracts-new-users-drives-22-increase-onlinesales
Question routing process
Invite contributors to join your answering team with a sign-up form on your existing Thank You pages or in a
standalone container. This form requests each customer’s email address and the frequency with which he or she
wants to receive new questions. Customers who submit this information are added to the pool of potential expert
answerers. If a customer does not want to sign up for the feature, Bazaarvoice waits a set period of time before
offering the sign-up form again.
When a new question is received, Bazaarvoice searches first for customers who have not yet met the specified
frequency limits for new questions. With that result set in hand, we apply our matching proprietary algorithms to
locate the ideal experts for those questions. By default, we send each question to three experts.
The email that is sent to the appropriate experts includes the question text and a link to answer the question.
Unanswered questions remain in the pool of open questions and are sent out at a later time. Bazaarvoice never
sends the same question to an expert more than once.
Each email also includes a link that lets experts complete the following tasks:
• Unsubscribe from question-routing and stop receiving additional questions
• Change the frequency with which they receive questions
Experts can unsubscribe from question-routing at any time.
Enabling question routing
Perform the following steps to enable question routing:
1. Submit a support ticket to activate question routing with the appropriate configuration values.
2. Provide input to Bazaarvoice regarding the style of your sign-up forms.
3. Make branding and content adjustments to your email templates.
The following sections describe these steps in more detail.
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Support ticket
The first step that you must perform when enabling question routing involves submitting a support ticket that
conveys the following information:
• A request to activate question routing.
• Whether you want Bazaarvoice to configure a standalone sign-up page in addition to the sign-up form that is
associated with the Thank You page. It is recommended that you implement a standalone sign-up page
because you can use it with email campaigns to build up a subscriber base.
• The frequency values for light, medium, and heavy email traffic. Bazaarvoice recommends the following values:
• For light traffic, do not send more than one question every 36 hours.
• For medium traffic, do not send more than one question every 24 hours.
• For heavy traffic, do not send more than one question every 0.5 hours.
The following represents an example of an email for a support ticket that includes the appropriate information.
Please enable question routing for my site. I [want/do not want] a standalone sign-up page in addition to the
Thank You page sign-up form.
Additionally, I want to use following frequency values:
1. Light = No more than 1 question every [x] hours
2. Medium = No more than 1 question every [x] hours
3. Heavy = No more than 1 question every [x] hours
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Question and answer
Sign-up forms
Sign-up forms can reside on Thank You pages as well as in a standalone container. The following image shows an
example sign-up form as it might appear on a Thank You page.
Email templates
By default, the following contents comprise a typical email template:
• Small amount of introductory text that asks the expert to answer the question
• Question text
• Link to the Answer This Question page
• Link to unsubscribe or change the frequency of email
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The following image shows the layout of an example email.
You can design your email templates to contain rich HTML content and images, such as your company logo, a
product image, and the user name and location of the customer who asked the question. It is recommended that
you maintain consistency by designing your question-routing templates to match your corporate identity.
Reports
Bazaarvoice provides an executive summary and detailed analyst reports to help you measure Q&A performance.
Additionally, the answer management tool lets you locate open questions and respond to them in a timely fashion.
SEO
SEO, or search engine optimization, boosts your site's rankings in search engines like Google and Bing. Reviews,
questions, answers, and other forms of customer-written content are the best and most efficient way to increase
the freshness of your website. Our SEO solution easily integrates into your website in the places where freshness
matters most.
Improving content richness and freshness typically result in a noteworthy increase in search traffic. Although the
process of forecasting the precise change in traffic for a particular site depends on numerous factors within an
overall SEO strategy, client case studies show a 17 to 200 percent increase in traffic when UGC is exposed to search
engine crawlers like Googlebot. Every Bazaarvoice Conversations implementation includes our industry-leading
SEO integration.
See these case studies to learn about the dramatic impact of SEO:
• 17% increase in OpenTable's natural search
• Evans Cycles increases product page search traffic by 23%
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Question and answer
Specifying sort options and orders
The initial sort order can be controlled by passing the following query string parameters to the Bazaarvoice code:
•
sort – Indicates the sort order and takes the following values:
•
recentq – Sorts questions by the dates on which they were submitted
•
recenta – Sorts questions by the dates of their most recent answers
•
helpfula – Sorts questions by the helpfulness of their answers
•
helpfulq – Sorts questions by their helpfulness
•
answers – Sorts questions by the number of approved answers
For example, the following query string parameter can be passed to the Bazaarvoice code to sort questions by the
dates on which they were submitted:
http://www.clientsite.com/product123.html? sort=recentq
•
dir – Indicates the direction of the sort that the sort parameter specifies and takes the following values:
•
asc – Sorts questions in an ascending manner
•
desc – Default value that sorts questions in a descending manner
For example, the following query string parameter can be passed to the Bazaarvoice code to sort questions in an
ascending manner by the dates on which they were submitted:
http://www.clientsite.c om/product123.html?sort=recentq &dir=asc
Related Links
Conditionally expanding questions on page 13
Tags
As the volume of your question- and answer-related content increases, your customers might require help locating
content that addresses their own questions. One approach is to let customers filter the set of questions and answers
by the topic that they are intended to address. To facilitate this approach, questions must first be tagged with the
appropriate topic or topics.
Customers can tag their questions with any number of predefined tags that help categorize the question being
asked. These tags are configurable per category, and all product modules that belong to a category inherit the
tags that are specified for that category.
If the predefined tags are inadequate for categorizing a question, an optional add your own keyword check box
and accompanying text box let customers create their own tags. After a customer checks this check box and
specifies the appropriate text in the corresponding text box, a new set of add your own elements appears.
Customers can add up to 10 custom tags and can click a custom tag to edit or delete it.
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If a customer manually adds a tag that is already available as a predefined check box, the submission is treated the
same as if the customer had checked the appropriate check box. If a customer adds the same tag more than once,
either by typing it multiple times or by selecting a default tag and then manually typing the same tag, the tag is
counted only a single time. Duplicate tags appear on the Preview page as a single instance of that tag.
The add your own check box and text box can be disabled so that only predefined tags are available. Conversely,
you can enable the add your own elements without making available any predefined tags.
As the following image shows, question tags are displayed by default in a collapsed Category section that lies
between the Add Additional Details section and the Add Images to Your Question section.
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Question and answer
The following image provides a close-up of the Category section, which can be positioned flexibly on the
question-submission.
The following image provides an example of tag categories.
Tags are turned off by default. Contact our Support team enable this feature.
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Unanswered questions on thank-you page
After a customer submits an answer, open questions are displayed on the answer-submission Thank You page,
as the following image shows.
Historically, this tactic has proven one of the most successful methods of generating answers. Across the entire
Bazaarvoice client base, nearly 45% of all answers come from this method. In some clients, the number is as high
as 70%.
To choose relevant questions, Bazaarvoice uses an algorithm that includes the following factors:
• Questions on the product that the customer is currently reviewing
• Questions in the catalog hierarchy directly above the product being reviewed
• Questions on other products that the customer has reviewed or for which the customer has contributed content
• Questions on products the customer has recommended through the product recommendation feature
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Question and answer
By default, up to three of the most recent unanswered questions are displayed, as follows:
• If a customer answers a question on a Category page, the default Thank You page displays up to three of the
most recent unanswered category-level questions. Product-level questions are not presented on the Thank
You pages for category-answer submissions.
• If a customer answers a product-level question, the default Thank You page displays two of the most recent
unanswered questions on the product as well as the most recent unanswered category question for the
immediate parent category to which the product belongs.
If no open questions are associated with the immediate parent category, the display logic walks up the category
hierarchy until it encounters the next category module with an open question. If no open questions exist at the
category level, the third spot is filled with another product-level question.
This feature is applicable regardless of whether you have deployed question and answer on Category pages or
Product pages.
You can specify the following values during implementation:
• Number of questions that appear on the product- and category-level Thank You pages
• Ratio of product-specific questions to category-specific questions
Example answer-submission thank you page
Each question that is displayed on the Thank You page features the following product details:
• Product name
• Product image
• Product description
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The following image provides an example.
Edge cases
If an approved, unanswered question features one of the customer's submitted answers in the Submitted, Processing,
or Rejected status, that question does not appear on the Thank You page. If an unanswered question features
someone else’s answer in the Submitted or Processing status, the customer is presented with the question
Customers who click Answer T his Question are taken directly to the answer-submission form for that question.
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Question and answer
Video
When text and photos are insufficient for describing a question or explaining an answer, Bazaarvoice supports the
embedding of YouTube videos in question and answer. During the submission process, your customers can attach
one captioned, YouTube-hosted video per question or answer.
The following image shows an example Add a Video to Your Question section as it appears on a
question-submission form.
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The following image provides an example of embedded videos on the Browse Q&A tab.
Bazaarvoice moderates all videos and captions for appropriateness.
‘Write a review’ links on the thank-you page
The Answer Thank You (ATY) page includes a configurable request to submit a review if the answer’s author has
not already written one about the product. This call to action appears as a button or link on the ATY page and is
displayed only on product-level Q&A, not category-level Q&A.
72
Question and answer
The following image shows an example ATY page that features a Write a Review button.
Related Links
Product picker on page 48
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Questions and Answers reference guide

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