| Discussion Forum: Thread 274004 |
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| | | Author: | cosmicray  | | Posted: | Aug 28, 2020 07:25 | | Subject: | ASAQ and FAQ | | Viewed: | 127 times | | Topic: | Suggestions | | Status: | Open | | Vote: | [Yes|No] | |
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| Because of the continual stream of questions, many of which are already answered
in my Policies page, I am proposing a revised system for buyers contacting sellers.
This does not, and should not, change the method of contacting a seller from
an existing order.
1. Change Contact (from the store tab) to Ask Seller A Question (ASAQ).
2. Route those requests thru a page where the prospective customer can browse
Frequently Asked Questions (FAQ) that would be established by each store. Even
established customers, who deal with many sellers, forget what one seller has
told them (repeatedly) and keep asking the same questions over and over and over
(almost like they paste them into the Contact).
3. Buyer can then click that their question is not in the FAQ list, and they
can send a normal Contact.
thank you
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| | | | | Author: | Teup | | Posted: | Aug 28, 2020 07:35 | | Subject: | Re: ASAQ and FAQ | | Viewed: | 30 times | | Topic: | Suggestions | |
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| In Suggestions, cosmicray writes:
| | Because of the continual stream of questions, many of which are already answered
in my Policies page, I am proposing a revised system for buyers contacting sellers.
This does not, and should not, change the method of contacting a seller from
an existing order.
1. Change Contact (from the store tab) to Ask Seller A Question (ASAQ).
2. Route those requests thru a page where the prospective customer can browse
Frequently Asked Questions (FAQ) that would be established by each store. Even
established customers, who deal with many sellers, forget what one seller has
told them (repeatedly) and keep asking the same questions over and over and over
(almost like they paste them into the Contact).
3. Buyer can then click that their question is not in the FAQ list, and they
can send a normal Contact.
thank you
|
Hmm, as for me, answers are always personal and I would not want them to be public.
And even if they were, I'm not sure how useful it is to see the answers other
people got. If buyers want to know when their order approximately arrives, I
prefer to tell them directly that "it should probably arrive next week" or
something like that. Most of the repetitive messages to me are individual to
the order, such as how long it takes for the order to arrive, responding to messages
about missing parts, asking if I can make an exception for the order minimum,
etc, so even with this system it would still be useful to have a document at
hand with standard answers to copy and paste. I would rather paste a standard
answer directly to a buyer than have them read a previous answer about a different
order.
The biggest problem I have with the messaging system is that, unlike on BrickOwl,
it marks messages based on whether they are read or not, instead of whether they
are dealt with or not. That means that the moment I open a message I need to
resolve the issue immediately or write it on my hand.
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| | | | | Author: | bje | | Posted: | Aug 28, 2020 07:45 | | Subject: | Re: ASAQ and FAQ | | Viewed: | 30 times | | Topic: | Suggestions | |
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| I voted yes because I am a firm believer that having knowledge brings about true
freedom of choice, but I fear it would be optimistic to expect buyers to read
more.
You already said it - what is being asked is already written down, so to redirect
to a place where more is written will lead to more words not being read, and
having to answer the same question regardless.
And I think it is really wildly optimistic to expect that users will read through
the entire FAQ list after already not reading and ignoring your store policies.
In Suggestions, cosmicray writes:
| | Because of the continual stream of questions, many of which are already answered
in my Policies page, I am proposing a revised system for buyers contacting sellers.
This does not, and should not, change the method of contacting a seller from
an existing order.
1. Change Contact (from the store tab) to Ask Seller A Question (ASAQ).
2. Route those requests thru a page where the prospective customer can browse
Frequently Asked Questions (FAQ) that would be established by each store. Even
established customers, who deal with many sellers, forget what one seller has
told them (repeatedly) and keep asking the same questions over and over and over
(almost like they paste them into the Contact).
3. Buyer can then click that their question is not in the FAQ list, and they
can send a normal Contact.
thank you
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| | | | | Author: | yorbrick | | Posted: | Aug 28, 2020 08:21 | | Subject: | Re: ASAQ and FAQ | | Viewed: | 36 times | | Topic: | Suggestions | |
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| | | 3. Buyer can then click that their question is not in the FAQ list, and they
can send a normal Contact.
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Expecting a prospective buyer to trawl through a possibly very long FAQ which
is different for each seller is going to be no more successful than getting a
buyer to read through terms. I imagine some will just scroll to the bottom and
click the "not in the FAQ list" button and ask.
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