CUSTOMER Q&A AT SUMMIT RACING EQUIPMENT

Transcription

1 CUSTOMER Q&A AT SUMMIT RACING EQUIPMENT Vendor User Guide Providing the right answer, at the right time, for the benefit of our customers.

2 Contents Purpose of Summit Racing Q&A... 2 Who is Bazaarvoice?... 2 What is Bazaarvoice Connections?... 2 Benefits of Bazaarvoice Connections... 2 How to Participate in Bazaarvoice Connections... 3 Bazaarvoice 7 Rules & Best Practices... 7 Logging in to the Connections Portal... 8 Welcome to Connections... 9 Answering Questions Functions of the Answer Page Submitting an Answer Create Question Alerts (Highly Recommended) Answering Guidelines Keys to Successful Answers Competitor Reference and Retailer Topics Abbreviating Units of Measure Reporting Types of Reporting Question Engagement Report Question Response Report Review Engagement Report Review Response Report Summary Report Help Connections Support Answer Support Product Review Support Page 1

3 Purpose of Summit Racing Q&A The purpose of Summit Racing Q&A is to allow customers to ask product related questions and receive answers in a timely manner that help them make informed buying decisions. Who is Bazaarvoice? Bazaarvoice Inc. is the company Summit Racing has chosen to partner with to provide Ratings and Reviews, as well as Q&A on SummitRacing.com. Bazaarvoice is a leading provider of social software as a service technology. Their platform hosts billions of consumer generated ratings and reviews, and questions and answers on thousands of retail and brand websites globally. What is Bazaarvoice Connections? Bazaarvoice Connections is a portal from Bazaarvoice that allows you to access questions asked about your products on SummitRacing.com. The Connections program allows you to submit answers that influence sales, decrease returns, and increase loyalty to your brand. The best part is that all of this is offered to you as a FREE service. Benefits of Bazaarvoice Connections Leverage the power of SummitRacing.com and Q&A to highlight the product expertise only you can provide to the questions our customers ask The answers you submit are displayed with your brand name and logo Influence sales and customer loyalty to your brand Add fresh and unique content to your product pages which can improve SEO Gain product insight to optimize your product presentation Accessible using any standard web browser Participation is FREE! Page 2

4 How to Participate in Bazaarvoice Connections Participating in the Connections program with Summit Racing is as easy as going to the web URL below and clicking the Get started with Brand Answers button. Go to After clicking the get started button, you ll be taken to the Bazaarvoice Connections sign up page. Near the bottom left corner of the page fill out the sign up form and the click the Sign Up for Free button. Page 3

5 In the next step of the process you ll be prompted to enter your brand name. Please enter your brand name exactly as it appears on the Brands page of SummitRacing.com (which can be found here After entering your brand name you may be prompted with additional options. Follow the prompts as necessary. Once done, click Next Step. Page 4

6 The next screen is where you will complete your Connections profile. Here you will provide the name that will be used to sign your responses, provide your brand logo, and assign a name to your profile. If you have questions regarding what name you should use for the profile, or what image formats are accepted, please see the FAQ at the bottom of the page. Once you have completed the form to your satisfaction, please click the click the Submit button. Page 5

7 After submitting your request you will receive an from to verify the address you ll be using for your account. Once your has been verified, the next you receive will welcome you to Bazaarvoice Connections. We recommend you read the Retail Requirements & Best Practices page, but please keep in mind you will only be able to answer questions, you will not be able to respond to product reviews. Page 6

8 Bazaarvoice 7 Rules & Best Practices Page 7

9 Logging in to the Connections Portal Logging into the Connections portal is like logging into most other websites. Simply enter your company, user name, and password. These are the credentials you used when creating your Connections account. Page 8

10 Welcome to Connections Once you ve logged into the Connections portal, you will be directed to the welcome screen. Here you will see a summary of the questions and reviews for your brand. Please keep in mind that you will only be able to answer questions through the portal. Regardless of what the portal says, you will not be able to view or upgrade your account to reply to product reviews. If a customer has left a product review that you would like to respond to, please contact your Merchandiser. The left hand column of the welcome screen provides a quick summary of the retailers in your network, the total number of questions asked about your brands products, as well as the number of product reviews customers have left for your brand. The right hand column shows how many questions are waiting to be answered, and includes a help section where you can access the Bazaarvoice knowledge base, view videos tutorials from their learning resources, and if needed request product support from Bazaarvoice. Page 9

11 Answering Questions To begin answering questions you can either click on the Questions and Reviews tab at the top of the page header, or click Answer Questions in the Unanswered Questions box found in the right hand column. Page 10

12 Functions of the Answer Page The unanswered questions page is comprised of an Inbox in the left hand column and the questions waiting for answers in the right hand column. The Inbox can be filtered by date with quick links to specific time frames, or you can set a custom range of dates by clicking Date Range This page also provides the ability to search questions or sort your questions by date and rating. Another helpful function on this page is the ability to link directly to the product in question on the SummitRacing.com website. Clicking the subheading will open a window that gives you the option to link to the part detail page on SummitRacing.com Page 11

13 Submitting an Answer When you re ready to submit an answer, simply click into the answer box to the right of your brand logo. The text box will expand, allowing you to enter your answer. Once you are satisfied with the contents of your answer click the Respond button. After clicking Respond the text box will shrink to fit your answer, showing that it has now been submitted. You can also Edit or Delete your answer after it has been submitted. Clicking Delete will completely remove your answer, while clicking Edit will reopen the text box allowing you to modify your response. Page 12

14 Create Question Alerts (Highly Recommended) A convenient way to manage your questions is by creating question alerts. Connections offers alert settings to either contact you every time a new question is asked, or by aggregating the questions and sending them in a daily summary. To setup alerts, first click on the More tab at the top of the page, and then select Manage Users and Alerts. Next, click the edit button next to your user name. Page 13

15 After clicking the edit button, click on the Question Alerts button to turn them on. Once turned on, you can select either Send in Real Time or Send as Daily Summary. Once you have decided which type of alert works best for you, click the Save button. You have now successfully setup question alerts. Page 14

16 Answering Guidelines The Keys to Successful Answers section below has been taken from our internal Q&A user guide. We have used these keys with great success to answer questions on SummitRacing.com. While not a requirement, please use these keys as guidelines when submitting your answers. We have also included a guide for abbreviating units of measure when responding to questions. This is also not a requirement, but an excellent point of reference to maintain consistency in your answers. Keys to Successful Answers Are you a problem solver? - The key to providing a successful answer is to approach each question like a problem solver. Try to look beyond the face value of the question and understand what the customer is truly asking. If the customer is asking about a product that will not fit their application, try to offer a product that will. Where appropriate, try to provide answers that will address or prevent additional questions. o At times customers may not provide all the details necessary to answer a question. Since Q&A does not allow for dialog or follow-up questions, certain assumptions may need to be made when providing an answer. Please do not attempt to engage the customer in additional questions through Q&A. Answer Greeting Provide an appropriate greeting. Thank you for your question or Thanks for your question have been used almost exclusively to this point and following suit will provide continuity to the answers on the web. Spell Check Always use proper grammar and spelling. Your answer will not only benefit the customer that asks the question, but will also live on SummitRacing.com for the benefit of future customers. Please make sure you are answering questions with complete sentences that use proper spelling and grammar. Professionalism Like other customer facing channels, you are representing Summit Racing and your brand when providing answers for Q&A. Professionalism should be demonstrated at all times. Duration Single word answer like yes and no should be avoided at all times. Answers should be thorough, but also concise and to the point. The duration of the answer depends on the complexity of the question and should be judged on a case by case basis. Competitor Reference and Retailer Topics When providing answers to your brands questions on SummitRacing.com, it is critical that you do not refer customers to your products on any other retailer or competitor sites, including your own. If providing a web URL is appropriate when answering a customer question, the link or URL should not take the customer off of SummitRacing.com. The goal is to keep the customer on SummitRacing.com to complete the sale. Please do not include phone numbers or addresses for your customer support channels. You should also refrain from addressing retailer topics like price, availability, customer service, or any of our operating policies (Ex. how to return a product). If a customer asks about these topics they will be addressed by Summit Racing through channels other than Q&A. Page 15

17 Abbreviating Units of Measure Degrees Do not abbreviate. When used with numbers, degree is singular if it appears before the noun, plural if it appears after it. Examples: 45 degree angle, or the angle is 45 degrees 200 degree F rating, or rated for 200 degrees F Numbers The following are the rules for numbers: Do not begin a sentence with a numeral. Zero through nine are to be spelled out; 10 or above are to be written numerically. Exception: Always use numerals with units of measure or time. (e.g.: 2 in., 6 months, 8 days, etc.) Exception: Use numerals with hyphenated quantities. (e.g.: 2-barrel, 4-speed, 5-spoke, etc.) Fractions The following are the rules for fractions: Do not use dashes (e.g.: 1 3/4, not 1-3/4) Use in., not inch or (e.g.: 2/3 in., not 2/3 inch or 2/3 ) Dimensions Use a lower case x with spaces before and after (e.g. 2 x 4). Exception: 4x4 vehicle models (no spaces) Horsepower Use hp with numbers; otherwise write out the word horsepower Liter Use L, with no space in between the number and the L. Example: 5.0L Milliliter Use lowercase ml with a space (10 ml, etc.) Millimeter Use mm, no space between numeral and mm (16mm, etc.) Percent Write out percent; don t use the % symbol. Thread Size - Example: 1/2-20 in. (not 1/2 in.-20, etc.) Page 16

18 Reporting Bazaarvoice includes a reporting function with your Connections account. Reporting can be accessed by clicking the Reporting tab on the page header and allows your brand to monitor both engagement and responses. Reports can be set to run for the last 24 hours, 7 days, 30 days, or with custom date ranges. Clicking in the box labeled Select Report will allow you to select the type of report you re running. Page 17

19 Types of Reporting Question Engagement Report The Question Engagement report is an easy way to analyze engagement with our customers. This report will show products with new questions, the total number of questions asked for your brand, the percentage of unanswered questions, the percentage of questions answered by your brand, and your average time to respond. Question Response Report The Question Response report allows you to monitor and analyze what questions customers are asking about your products, and how your team members are responding. This report includes data like questions and answer date, product ID and name, the question title, and the full text of the question and answer. Review Engagement Report Not available see Important Reminder below. Review Response Report Not available see Important Reminder below. Summary Report The Summary report is a quick way to check your brands status on SummitRacing.com. The Summary report compares total questions to the percent of questions unanswered, as well as total reviews to the percent of reviews 3 stars and lower. This report can help to quickly identify areas where action may need to be taken. Important Reminder the Connections reporting tool will show options for Product Review Engagement and Response reports. While you may be able to run these reports, you will not be able to affect their results. Page 18

20 Help Connections Support If you require assistance with your Connections account, Bazaarvoice can be contacted through the Support section on the welcome screen. Clicking Contact Us will open a window that allows you to describe the issue you ve encountered and how you can be contacted. A member of Bazaarvoice Client Care will contact you shortly thereafter. Page 19

21 Answer Support If you have questions or concerns regarding how questions should be answered for SummitRacing.com, or issues relating to answer content, please contact us at the address below. One of our team members will be in contact with you as quickly as possible. We re happy to assist you in any way we can! Product Review Support Replying directly to product reviews through the Connections portal is a service you must pay for. When you log in to the portal, Bazaarvoice will advertise the ability to view, and an option to upgrade your account to respond to product reviews. Please do not attempt to sign up for this service. Summit Racing has the ability to respond to product reviews at no cost to you. If you have questions regarding product reviews, or the ability to respond to a product review on SummitRacing.com, please contact your Merchandiser. Our goal is to work with you directly to resolve any product review concerns you may have. Page 20