Multivendor Marketplace app for Shopify: Ask a Question- We have introduced an additional feature in our multivendor marketplace app through which if the customer is having any doubt related to any product or order then they can directly ask questions from the sellers of the products.
Multivendor Marketplace: Ask a Question Features
- Admin can view all the communication happening between seller and customer.
- Admin can also reply to the customer for any query from his admin panel.
- Sellers can reply to customers’ questions from their account.
- Sellers get an advantage as this feature “Ask a Question” increases their sales.
- Customers can directly communicate with the sellers/vendors.
- Customers can have most of their doubts sort out regarding the products and their orders.
So let’s understand its workflow:-
ACTIVATION
Firstly, enable the “ASK A QUESTION” feature from the “Features Section” by clicking on (…) three dots of the main menu.
After clicking on the enable button just agree on additional charges which are over and above to your current multivendor Market Plan.
Once you will agree on additional charges a new menu name “Ask a question Configuration” will be added in the configuration section of your multivendor marketplace app.
Options available in this menu:-
- RESTRICT CUSTOMER TO RAISE QUERY ON SPECIFIC PRODUCT:- Enabling this tab, you can allow customers to raise queries on specific products. With this, you can limit the ask a question option on the storefront product page.
Once enabled, visit the “Edit Product” section and enable the tab to let customers raise queries on the particular product.
2. ALLOW TO RAISE QUERY ON ORDER:- Enabling this tab, both you and your sellers can raise queries on orders. You/seller will be able to raise a question to the customer from the order detail page, for any product, that is in the order.
Once enabled, both admin & seller will get the option to raise queries from the order detail section to their respective panels.
Seller can raise query on order by visiting Seller Panel>>Orders>>Order Listing>>View>>Click Raise Query.
Clicking the Raise Query button, the seller will fill the form and submit it.
Also, you can select the corresponding shop name (admin shop or seller shop) that you want to show on the seller replies.
Moreover, select whether you want to use the feature as “Ask a Question”, “FAQ” or both.
3. RESTRICT CUSTOMER TO VIEW AND EDIT FAQ:- You can restrict your customers to view and edit the FAQs.
From here you can edit “Ask a question” label values for the front end.
Also a new menu name”ASK a question” will add in the “Products” section of both ADMIN Panel as well as SELLER Panel.
Ask a Question button on the seller profile page
Visit Multivendor Admin Panel > Configuration > Seller Configuration > Enable this option:
By enabling this, customers will have the following button on the seller profile page:
ASK A QUESTION REGARDING THE PRODUCT
ADMIN PANEL:-
Admin can view the list of all asked questions asked by customers in the “ASK A QUESTION” section under the “Products ” menu of the app.
Also, admin can see the complete history of seller and customer conversation by clicking on the “Open” section under the “Status button” in front of the customer name.
SELLER PANEL:-
Sellers can also view the list of all asked questions asked by customers in the “ASK A QUESTION” section under the “Products” menu from their account in the app.
Sellers can even close the query from here once the conversation between seller and customer will end.
FRONT END DISPLAY
To display the “Ask a Question” button at the product description page as well as on the customer account page, follow the below:
Copy the below code and Paste into ‘product.liquid’ template
<div id="wk-askme"> {% if customer %} <input id="wk-is-login" type="hidden" value="{{ customer.email }}"> <input id="wk-cust-name" type="hidden" value="{{ customer.name }}"> {% endif %} <input id="wk-id-product" type="hidden" value="{{ product.id }}"> </div>
Note:- Please make sure that you add the code outside the “Add to Cart” form in the suggested template file.
Copy the below code and Paste into ‘customers/account.liquid’ template
<div id="wk-customer-queries"> <input id="wk-customer-email" type="hidden" value="{{ customer.email }}"> </div>
FRONT END VIEW
Therefore “Ask a question” button will appear like this at the front end. Refer to the below screenshot.
By clicking on the “Ask a question” button, several text fields will appear to fill i.e. Name – enter your name, Email – enter your email ID, title – enter your query title, description – ask your query.
Click submit button to send your query
View all queries
Even, the guest customer can view all queries that they have asked before. Just click on view all queries and follow the below steps.
After clicking on view all your queries, the email text field will appear, enter your email ID and click on submit button.
Now, one OTP will be send to the customer’s email ID, enter that OTP for the verification and the customer can see all his queries asked before.
ASK A QUESTION REGARDING THE ORDERS
The customers will be able to ask regarding the orders that they have placed.
The admin needs to display the ‘Raise a Query’ button.
For this, the admin needs to paste the following code in the ‘customers/order.liquid‘ template file.
<div id="wk-askme"> {% if customer %} <input id="wk-is-login" type="hidden" value="{{ customer.email }}"> <input id="wk-cust-name" type="hidden" value="{{ customer.name }}"> {% endif %}; </div><script>var orders = JSON.stringify({{order.line_items|json}});</script>
Get the code from, multivendor admin panel > Configuration > Instructions for Marketplace.
Refer:
Once done with the code pasting, a ‘raise a query‘ button will start displaying in the account details page of the customer, i.e., the frontend.
Now, the customer will raise the query.
The customer after placing an order can raise a query. Note that, he can only raise a query for products that he has purchased.
So, after placing an order, the customer needs to visit the My Account section. Further, click on the order number regarding which he wants to raise the query. Refer:
On the redirected page, click on ‘raise a query‘ button. Refer:
Now, choose the product for which the query is. The drop-down list of products will only include the products for which the customers have placed the orders.
The customer will get a form to enter his query like so:
The customer can further view his queries and the conversation going on a query by clicking on the ‘View Your Queries‘ button which will take him to this page:
Further, clicking on the view button, the customer can view all the conversation going over the created query and reply there. Refer:
Admin can monitor the queries from the admin panel.
Admin can view & reply to the queries by visiting multivendor admin panel > Orders > Ask a Question:
Clicking on a particular query will take the admin on a query detail page. Here, the admin can view all the conversation, reply to the query and can also close the query. Refer:
The seller can monitor queries from the seller panel.
The seller can view & reply to the queries by visiting multivendor seller panel > Orders > Ask a Question:
On the redirected page, the seller can view all the conversation, reply to the query and can also close the query. Refer:
Ask a Question As FAQ
With the Multi-vendor Ask a Question feature, you can get the customer’s queries published as FAQ on the product page of your store.
When a seller responds to the customer’s query from his/her seller panel backend, the question & answer will be automatically published as a FAQ on the product page and the Q/A thread will be closed.
To enable this feature in the app, please visit the Multi-vendor admin panel>>Configuration>>Ask a Question Configuration.
Select the Ask a Question Used for FAQ
To make the FAQ option visible on the front end, you need to add the codes suggested above.
This is how the FAQ button appears on the front end:-
NOTE:- The customers need to have an account on the admin’s store to ask a question to be published as FAQ.
Clicking the FAQ button, the customers log in to their Shopify account and ask a question to the seller of this product.
And after that as a question to the seller of that product. Immediately, the seller will receive an email regarding this. Now, the seller will check the query from his/her seller panel.
Clicking over the query, the seller will get the option to respond to the customer’s query.
As soon as the seller responses to the customer query, it will get published automatically as FAQ on the product page.
Once the query is published as FAQ, the query status will be closed on the seller panel.
This is how the recently asked query will appear on the product page.
The customers can check and edit their queries from their respective “My Account” section.
The customer can click the View button to check the query details.
Customer’s Query Details:-
This way, the customer’s query can be published as FAQ on the product page automatically once the seller responded to the query.
Upload Image Files in Products
You can now allow customers upload Image Files while asking questions related to products. Sellers can also upload file while replying to the customer query. For this, you need to visit Ask a Question Configuration>>Enable the Tab given below:
Once enabled, the customer can upload the file while asking questions about the product.
Seller uploading file:
This was all about the Ask a Question app.
Shopify Multivendor Marketplace: Ask a Question DEMO DETAILS
Go to below link to use the demo: https://multivendor-ask-a-question.myshopify.com/pages/demo
SUPPORT
Furthermore, if you come across any query/issue, feel free to raise a ticket at http://webkul.uvdesk.com/ or send us an email at [email protected]
