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Understanding the "Questions" Tab in Customer Profiles
Understanding the "Questions" Tab in Customer Profiles
Updated over 6 months ago

The "Questions" tab in Customer Profiles provides a centralized view of all questions asked by a specific customer. This feature is designed to help merchants track, manage, and respond to customer inquiries effectively. Below, we describe each column and feature in detail to help you utilize this to its full potential.

Product Information

Each question card begins with the name and image of the product the question is about. This allows merchants to quickly identify which product the inquiry pertains to.

  • Product Name: Clearly displayed at the top of each question card (e.g., "Essence Upholstered Bed", "Ethan Wall Clock").

  • Question Status: Indicates that the question and its response are visible to the public, helping other customers who might have the same question. (Published, Unpublished)

Question Metadata

This section includes essential metadata about the question:

  • Question Text: The exact question asked by the customer (e.g., "How should I store a cake to keep it fresh?").

  • Customer Name: The name of the customer who asked the question (e.g., "Shahrukh").

  • Time Stamp: Indicates when the question was asked (e.g., "3 days ago").

Response Section

This section details how merchants can respond to the questions:

  • Answer Button: If the question has not yet been answered, an "Answer" button allows merchants to provide a response directly.

  • Your Answer: If the question has been answered, the response will be displayed here (e.g., "To keep a cake fresh, it is best to store it in an airtight container or wrap it tightly in plastic wrap and store it in the refrigerator. This will help to prevent it from drying out or absorbing any unwanted odors.").

Interaction Options

At the bottom of each question card, merchants have additional options for interaction:

  • Edit (Pencil Icon): Allows merchants to edit their answer if needed.

  • View (Eye Icon): Enables merchants to view the full context of the question and response.


Using the Questions Tab Effectively

The "Questions" tab in Quoli's Customer Profiles is a powerful tool for managing customer inquiries. Here are some tips for making the most of this feature:

  • Stay Proactive: Regularly check the questions tab to ensure all customer inquiries are addressed promptly.

  • Provide Clear Answers: When answering questions, be clear and concise to ensure the customer fully understands your response.

  • Edit Responses When Necessary: Use the edit feature to update your responses if new information becomes available or if the initial answer needs clarification.

  • Leverage Public Visibility: Since published answers can help other customers with similar questions, ensure your responses are thorough and informative.

By understanding and utilizing each aspect of the "Questions" tab, merchants can enhance their customer service, improve customer satisfaction, and provide valuable information that benefits other potential customers.

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