Community Q&A – The Ultimate Guide

One of TrustSpot’s goals is to help its customers create long-lasting, trusting relationships. Every time a satisfied customer posts a purchase review, they display their love and trust in the product for the world to see. 

Pictures and videos of them using the product create a sense of belief in its effectiveness to potential customers.  

TrustSpot helps clients convert their customer’s testimonials into sales by displaying review photos, videos, and ratings among different channels. 

On top of that, TrustSpot’s Review and Community Q&A feature gives customers the ability to ask questions and receive valuable feedback shared throughout the community. It is a double edge sword to creating a positive and engaged community around your brand. 

It even allows prospective customers to ask questions that help them feel more confident in their buying decision. 

This guide will formally introduce you to TrustSpot’s Review and Community Q&A feature and cover the features and benefits it provides to its users. It will also go over frequently asked questions about the product feature.

How Does TrustSpot’s Review and Community Q&A Feature Work?

The Review and Community Q&A feature build trust and confidence in your brand for prospective customers. 

It helps them make better buying decisions they can count on by knowing that other customers have purchased the product and enjoyed it. 

Any questions that a prospective customer asks using this feature can be answered privately or publicly and can be used to build a robust Frequently Asked Question section.

How It Works

First, to start using the feature, you must enable it and customize response emails prospective and current customers will receive when asking a question or leaving a review. This process is simple and only takes a few minutes.

How to enable the Review and Community Q&A feature:

  • Click on Product reviews
  • General settings
  • Product Q&A
  • Settings tab
  • Enable product Q&A
  • Enter the name you want to appear in your responses (“store name or owner”)

Once you have enabled the feature, an “Ask Questions” button will appear above the product in the right-hand corner beside the “write a review” button. 

Whenever a customer wants to ask a question, they simply click the button and follow the prompts. Customers will be asked to enter their questions and email.

Once the customer submits their question, they will receive an email to ensure they are not spam. All they need to do is click the “verify button” in the email. Then you (store owner) will receive the question.

How the Feature Creates Community Engagement

Community engagement is what increases the visibility of a product. It connects individuals with the same pain points who have used the product while giving prospective customers the confidence to take the risk of purchasing the product for the first time. 

Engagement among communities around a product creates a place where customers can share how it has positively impacted their lives.

TrustSpot’s Review and Community Q&A feature build community engagement by allowing customers who have purchased the product in question to chime in on answers. 

It’s a notable feature that connects current and prospective customers.  Studies have shown that it increases the rate of repeat buyers.

Community engagement benefits are trust-building, creating a place where customers feel safe to share their feelings and experiences, and creating a culture of togetherness around the product. TrustSpot’s Q&A feature is what helps clients do that for their customers. 

How It Works

When a prospective customer asks a question on the product page, the question gets sent to five customers who have purchased the product in the last 30 days, employees with clearance to the feature, and the store owner. 

The customers are selected randomly. Since purchase, there is a 30-day requirement to give the customer time to experience the product and an honest review. Honest reviews help a brand implement changes in its product that will further satisfy customers. 

Customers who know that their voice matters will be willing to share their experience and refer others to the product. 

That’s what makes this feature so great. With time, it will show how the brand has created a community around a high-quality product. It’s a solution where everyone benefits.

Other Features

Automation

TrustSpot’s Review and Community Q&A feature offer different kinds of automation so that you can spend more time focusing on other essential aspects of your business. The program gives your three options to help streamline the use of the feature. 

The three automation options are:

Questions

Auto-Publish

After the customer clicks on the verify button in the email they receive from us; the question is then automatically published to your store. 

While you will receive a notification regarding the question, the auto-publish feature lets current and prospective customers know what questions are asked. It may even be a question that another customer thought about but never asked. 

When the answer is published, it reassures everyone, which enhances customer satisfaction. 

Auto-Send

With this feature, you can automatically send a question to a customer that has ordered the product in the last 30 days. It gives them gentle encouragement to share their experiences with the community, which increases product engagement. 

Another remarkable feature is that it increases the belief that the product addresses consumers’ pain points. Auto-send also gives you positive customer feedback on ways to make your product better and reach more customers.

Answers

Auto-Publish

When a customer answers a question received from you, auto-publish automatically publishes the answer for the community to see. 

Note: The automation features can be turned on and off based on the needs and preferences of your business. 

Email Customization

TrustSpot’s email customization tool lets you change the appearance of email templates as you respond to past and prospective buyers.

To customize emails to past buyers, simply go to: 

  • Product reviews
  • General settings
  • Product Q&A
  • Answer request

To customize emails to prospective buyers who ask questions, simply go to:

  • Product reviews
  • General settings
  • Product Q&A
  • Answer response

Review and Community Q&A Moderation

The Q&A moderation page gives you a bird’ eye view of all the questions and answers in your account. It is your one-stop-shop for managing questions and answers. 

You can approve answers, publish answers, and even unpublish questions that may no longer be relevant to your brand within this page.

To access this page, simply go to: 

  • Product Reviews
  • Q&A Moderation

Let’s briefly go over the tabs located on this page. The two primary tabs are questions and answers.

Questions

Under the questions tab, there are three more tabs: Published, pending review, and flagged.

The published tab contains all of the questions posted to your site.

The pending review tab harbors the questions that need review and approval to display on your side. When you are ready to move forward with the question, simply click the “answer” button. Click “publish” to display it on your site.

Finally, the flagged tab collects any questions that are deemed inappropriate, spammy, or no longer relevant to your brand.

Answers

Under the answers tab, there are two tabs: Pending review and flagged.

The pending review tab is where all of your unpublished answers rest until they are reviewed and approved. These are answers from current and prospective customers.

The flagged tab is where answers deemed spammy or inappropriate live.

Things You Should Know

1. Only five customers are selected to receive questions from prospective customers to avoid spam.

2. All automation features are disabled by default. To have them operational, you must enable them.

3. The Review and Community Q&A feature is part of TrustSpot’s Ultimate Plan. For more information on pricing and plans offered.

4. The TrustSpot Support team is available via email and live chat. To get in touch with our support team, click here.

Benefits of the Review and Community Q&A Feature

Increase Review and Rating Rate of Sales Conversions

Make your review request form stand out by customizing it to your brand colors. You can also include five-star ratings from customers who believe the best in your product. This is a fantastic way to use customer ratings to increase sales conversions.

Increase Google Click-Through Rates

TrustSpot’s Q&A Feature has an indexable review widget. The widget displays your review feed alongside Google shopping ads. 

Customer photos and videos display within your ads, working in sync to turn prospective customers into paying customers while increasing Google click-through rates.

Utilize the Perks of User-Generated Content

Current customer review photos and videos can be displayed on your social media channels. 

You can also choose to display reviews on your category, product, and checkout website pages. User-generated content serves as social proof of the reliability and validity of your product.

It increases your brand’s overall authenticity while building trust with prospective clients. 

Offer Coupons to Repeat Customers

Utilize TrustSpot’s thank you page to influence repeat sales. You can add coupons to a customizable email template to motivate customers to buy more products they want and need.

Customization and Brand Awareness

All forms are customizable with your brand’s color palette and brand signatures. This will help customers identify your brand much more accessible, increasing engagement among current and prospective customers.

Integrations

TrustSpot seamlessly integrates with the following website platforms: 

  • Volusion
  • Shopify
  • Magento
  • BigCommerce
  • WooCommerce
  • Open Cart
  • Prestashop

Do you have a platform that isn’t listed above? Don’t hesitate to get in touch with us to see if TrustSpot integration is possible.

Trust Badges

TrustSpot offers trust badges that display the total number of reviews on your email, homepage, and checkout page. The badges are another way to show your customer how important it is to have their feedback and gain their trust.

How to Increase Engagement With Your Community

Survey Customers

Take advantage of our survey feature. Surveys are another tool that provides excellent feedback that will help you enhance customer experiences. This feature is available in our Startup Plan as an add-on. It is also included in our Enterprise plan.

Surveys can be implemented to improve customer service, capture feedback after the purchase, or speak with a representative. It’s a wonderful opportunity for current and prospective customers to share how their experience with your brand changed their lives.

One wonderful way to utilize customer surveys is to launch a visual contest that requires customers to send in pictures and video feedback of their experiences with your product. 

Review Report

The review report gives you up-to-date analytics on emails sent, email response rate, and new reviews. 

This report lets you track data based on average star ratings and recommendations by comparing them with historical trends that help you identify opportunities for needs improvement.

Net Promoter Score (NPS)  

The Net Promoter Score (NPS) helps you identify your raving fans through a survey with an answer rating of 0 to 10. The question asks customers if they would refer your product or service to a friend. 

Individuals who score 9 or 10 are promoters and are more than likely to engage with your brand.

These customers deserve the utmost attention as they will likely promote your product without incentive. However, an incentive would create an even better rapport with your brand. 

Customers who score a 7 or 8 are considered passive, which means they are not as invested with your brand. These customers are likely to try other brands.

Customers who score 0 to 6 are unhappy buyers. These customers are not easy to persuade and should not be considered your ideal consumer. They can cause you to spend too much time on the wrong issues.

This is a great tool that increases brand engagement. It allows you to create coupons and referral campaigns for these customers, increasing sale conversion rates. It helps you focus on customers that will help your brand evolve. 

The Steps You Need to Take to Start Building Your Brand’s Community

Get Started for Free

Click here to try TrustSpot for free to experience how it will enhance your consumer engagement and sales conversion rates. 

Request a Demo

Request a demo if you aren’t convinced that TrustSpot’s review and community Q&A feature will work with your brand.

TrustSpot Community Reviews

You can also check out video reviews from customers who are happy they chose TrustSpot to manage their product questions and review.

Case Studies

Check out our case studies that prove that using TrustSpot increases sales conversion rates.

Learn More

Learn more about our brand by checking out our blog. It’s full of information and resources that will give you a better understanding of our product and how it can work for you and your community.

Contact Us for Support

Do you still have questions regarding the Review and Community Q&A feature? Feel free to contact our support team here.

Final Word

There are so many features and benefits to using TrustSpot’s Review and Community Q&A feature. We are here to assist you in your journey with us. Please feel free to contact us with any questions or concerns you have regarding our product. 

We are sure that this feature will enhance your customer engagement and increase your sales conversion rates. It takes the guesswork out of trying to figure out what your customers love about your product and what they feel could be better.

Customer engagement is the driving force behind the growth of your business. TrustSpot’s Review and Community Q&A feature seamlessly integrate with your business making the acquisition easier.

It goes to work immediately by providing a space for your brand community to be built. 

No matter where you are in your business, the Q&A feature can help you take your business to a new level. There is no proof like social proof. We can help you create a community built around happy and satisfied repeat customers. 

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