Questions & Answers

PowerReviews offers a Questions & Answers (Q&A) solution that you can add to your site for your customers to ask questions and provide answers to purchase-blocking questions about your products.

Question and Answer example

All submitted questions and answers follow the same moderation rules as submitted reviews.

The Q&A solution is made up of two components, the Q&A snippet and the Q&A display. You place both of these components on your Product Detail Page (PDP) next to your Review Snippet and Review Display. The Q&A snippet also uses your Write-A-Review form so your customers can provide necessary information when writing their questions and answers.

This page contains the following sections:

Prerequisites

You must create a Write-a-Review wrapper page to host your Write-A-Review form so that your customers can ask questions and leave answers. You can use the same Write-A-Review wrapper page that you use for your Review Display. Once you add the URL to your PDP, PowerReviews automatically updates your Write-A-Review form to display the appropriate information if your customer wants to ask a question.

For more information, see Write-a-Review.

Answer Types

You can collect answers to questions your clients ask in a variety of ways. You can use SME answers, APO answers, or answers to get the information to your customers to assist them in making a purchase.

SME Answers

Answers submitted by a designated internal subject matter expert (SME) via your PowerReviews Portal. These answers don't go through the moderation process, since the expectation is that someone at your company has the required expertise to submit the answer.

Ask Product Owners (APO) Answers

APO uses an order feed or the checkout beacon to ask your existing customers for answers to questions about products they have purchased. If you are using Collect Email, we already have this information and will use the same data for the APO emails. If you are not using Collect Email, you may need to provide us your order information in one of these formats.

The APO process runs every 4 hours and sends any unanswered questions to your customers via email, looking at your order history and starting with the oldest, eligible customers. Each question is only sent to a maximum of 100 owners. By default, we only look at the last 180 days of orders, but this can be modified. This setting is shared with Collect Email, so be aware if you are using this feature, changing this setting will impact both. We will not email a product owner if we have already emailed them within the past 7 days, and if we attempt to contact a product owner 10 times and receive no response, we remove them from eligibility.

Moderation of questions is a separate process that has no impact on what emails are sent for APO. Unpublishing the content will only prevent it from displaying on your site.

Answer Linking

You can now add links to your answers to direct your customers to help and supporting content for your products. This furthers your ability to answer purchase-blocking questions and reviews with a wider array of valuable information.

Typing the URL directly into the Answer form will convert the text to a link. Examples of links that will work for Answer Linking include the following:

  • https://www.google.com
  • https://google.com
  • www.google.com
  • www.google.com/path/name
  • www.google.com?query=string

This feature is for Staff Answers and Merchant Replies only.

Adding Q&A

The Q&A Snippet is typically placed at the top of the page near the product name and image. The snippet displays the number of answered questions available and an 'Ask a Question' link.

The Q&A Display is a list of submitted questions, along with answers, that appear on your Product Detail Pages. The Q&A Display is also where your customers can submit answers to previously asked questions, or submit their own questions.

PowerReviews recommends placing the Q&A Components adjacent to their review counterparts. Note that content that’s hidden via tab or accordion on page load and requires user interaction to appear may not be indexed by search engines.

If you currently have no questions or answer for a product, an empty Q&A display appears. You can modify the way this empty display renders using your own CSS to style the class pr-no-qa found in the pr-qa-snippet-container. For more information on CSS styling guidelines, see Customizing Your PowerReviews Platform.

For example:


<script src='//ui.powerreviews.com/stable/4.0/ui.js'>
</script>
<div id="pr-reviewsnippet"></div>
<div id="pr-questionsnippet"></div>
<div id="pr-reviewdisplay"></div>
<div id="pr-questiondisplay"></div>
<script>

  POWERREVIEWS.display.render({
    api_key: '<API Key>',
    locale: '<locale>',
    merchant_group_id: '<MGID>',
    merchant_id: '<Merchant ID>',
    page_id: '<PageID>',
    review_wrapper_url: '<Wrapper URL>',
    components: {
      ReviewSnippet: 'pr-reviewsnippet',
      ReviewDisplay: 'pr-reviewdisplay',
      QuestionSnippet: 'pr-questionsnippet',
      QuestionDisplay: 'pr-questiondisplay'
    }
  });
</script>

To add the Q&A Display, as well as the Q&A snippet, to your PDP:

If you already have the Review Display on your PDP, create div containers as shown on lines 3-4 in the following code sample. Then, add the component name in the components configuration object (lines 15 and 16) to reflect the div container IDs.

  1. Copy the script source in line one.
  2. Navigate to your PDP and find the closing <body> tag.
  3. Paste the script source in line one immediately before the closing <body> tag.
  4. Copy the render function from the code sample.
  5. Navigate to your PDP and find your previously created div containers.
  6. Place your Q&A div container directly after the div container you use for your Review Display.

  7. Paste the render function after the div containers used for PowerReviews components.
  8. Replace the following values with your specific information. Ensure when you update the values, you remove the carats.

    • <API Key> with your provided API Key.
    • <Locale> with the locale for your site. For example en_US.
    • <MGID> with your provided Merchant Group ID.
    • <Merchant ID> with your provided Merchant ID.
    • <PageID> with the page ID associated with the product.
    • <Wrapper URL> with the URL where your Write-a-Review form is hosted.

<script src='//ui.powerreviews.com/stable/4.0/ui.js'></script>
<div id="pr-questionsnippet"></div>
<div id="pr-questiondisplay"></div>
<script>

  POWERREVIEWS.display.render({
    api_key: '<API Key>',
    locale: '<locale>',
    merchant_group_id: '<MGID>',
    merchant_id: '<Merchant ID>',
    page_id: '<PageID>',
    review_wrapper_url: '<Wrapper URL>',
    components: {
      QuestionSnippet: 'pr-questionsnippet',
      QuestionDisplay: 'pr-questiondisplay'
    }
  });
</script>

You can implement the Q&A Display without implementing the Q&A snippet and vice-versa. If you want to implement only the display, remove the div container and the QuestionSnippet component from your PDP. If you want to implement only the snippet, remove the div container and the QuestionDisplay component from your PDP. It’s important to note that your customers can only answer questions on the Q&A Display. However, PowerReviews recommends using both components as a best practice.

Styling Q&A

If you want to apply specific styling to your Q&A Display, you can do this through CSS. For more information, see Customizing Your PowerReviews Platform.

Need more help? Contact us!