Before buying, customers have questions: Is it lined? Does it fit a 15-inch laptop? Can it go in the dishwasher? When they cannot find the answer, most of them leave. A questions and answers section turns those doubts into reassurance, visible to every visitor.
Why it works
- One answer helps everyone who has the same question.
- Answers come from the shop, in its own words, on the product page.
- Questions show you what is missing in your descriptions.
Questions are not reviews
Reviews tell how the product performed after the purchase. Questions happen before it. Keep them separate: a question should never change the rating or the number of reviews.
Moderate simply
- Publish a question only once it has an answer.
- Answer within a day; customers waiting for an answer are close to buying.
- Delete spam and personal questions (order status, delivery problems), and answer those by email.
- Email the customer when the answer is published.
Write good answers
- Answer the question in the first sentence: “Yes, it is fully lined.”
- Add one useful detail: the material, a measurement, a tip.
- Sign as the shop, not as a staff member.
Reuse the answers
When the same question comes back, add the answer to the product description or to an FAQ. Read our FAQ page examples.
Set it up
Askly adds a Questions & answers tab to product pages, an inbox to answer in one click, email notifications and a search through the answers. Questions never mix with reviews. Ask a question on the demo and read how to answer pre-sale questions.
Frequently asked questions
Do product questions affect my reviews?
Not with Askly: questions are stored separately and never change the rating or the review count.
Should questions be published before they are answered?
It is better to publish them with their answer, so visitors always see useful content.
How fast should I answer?
Within one business day if possible: the customer is often about to buy.