11/14/08

PowerReviews Launches “AnswerBox” to Help Retailers More Effectively Respond to Customer Questions

Katie Evans , Managing Editor, International Research

Solution enables shoppers to receive personalized answers to product questions and yields invaluable insights for retailer

SAN FRANCISCO, CA, Nov 12, 2008 –
PowerReviews Inc. a leading provider of industry-proven customer reviews and social merchandising solutions, today announced the availability of AnswerBox. This new product-specific FAQ solution enables online shoppers to interact with each other and designated staff experts to resolve product inquiries not fully addressed by existing product specs and descriptions.

According to a JupiterResearch report, 42% of 1,179 online shoppers surveyed have left a site without purchasing multiple products because they couldn’t get a question answered about just one of the products in their shopping cart. Now, PowerReviews clients, like evo (Evogear.com) are able to identify and fill gaps in site content with answers from actual product users and subject matter experts. And unlike traditional ‘one-to-one’ support channels such as email, phone or live chat, AnswerBox displays those answers directly on the product detail page - for all future customers to see.

Following a comparison of existing site content and questions collected through AnswerBox, evo reported adding sizing and fit guides throughout its site to better address shoppers’ true concerns. Nathan Decker, Director of Ecommerce for evo says, “The response to AnswerBox has been revealing – with questions and answers coming in at 4x higher rates than customer reviews, we’re discovering where our site content needs enhancement the most. By listening to our customers, we are able to identify gaps in site content and fill them in with highly relevant and useful product information.”

Andy Chen, CEO of PowerReviews, says, “In the absence of comprehensive product information, customers are likely to abandon the shopping process and search for answers at competing sites or abandon the shopping process altogether. AnswerBox is the perfect tool for retailers to fill in this critical gap by providing the specific information their shoppers are looking for.”

About PowerReviews
PowerReviews (www.powerreviews.com) provides customer reviews and social merchandising solutions to online retailers and their shoppers. The company`s solution for collecting, organizing, structuring, and moderating relevance-based reviews helps significantly boost merchants sales, driving the highest uplift in the industry. In addition to working with more than 300 online retailers, including Staples, Toys "R" Us, REI, Drugstore.com, Gardener’s Supply, Diapers.com, and Jockey, PowerReviews has also launched its own reviews and recommendation site, Buzzillions (www.buzzillions.com). The company is headquartered in San Francisco with an international office in London.

Media Contact:
Lisa Tarter for PowerReviews
Email:lisa@tidalwavepr.com
TEL: 415-440-4278

Topics:

Consumer behaviour, Drugstore.com, Online shopping, Retailing, Shoppers Drug Mart

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