Q&A

TABLE OF CONTENTS

• Introduction
• Filter
• Performance
• Conversion

Introduction

Feefo's Q&A Dashboard provides businesses with a comprehensive set of metrics and insights to track the performance and conversion rates of customer questions and interactions. These metrics offer valuable data points to understand customer engagement, response effectiveness, and ultimately, drive business growth. 

Take a quick tour of our Q&A feature:

Let's delve into the key metrics displayed on the Q&A Dashboard:

Report Filters

Report filters allow users to narrow down the data displayed in their reports based on specific criteria or conditions. Here's what report filters enable users to do:

Performance

Conversion

This dashboard is the ROI Engine of the Q&A tool. While the Performance dashboard focuses on "how fast" you respond, this one proves "how much" those responses are worth by linking customer inquiries directly to closed sales.

Here is a summary of the core insights this dashboard provides:

1. Attribution & Conversion Depth

The dashboard tracks "Assisted Conversions" across three specific levels of precision:

• Direct Impact (SKU Level): Shows the "perfect" conversion—someone asked about a specific item and then bought that exact item.

• Brand Affinity (Parent SKU Level): Tracks users who asked about a specific model or style but ended up purchasing a variation (e.g., a different color or size) within the same product family.

• Total Ecosystem Value (Order Level): Measures general intent. It shows that even if they didn't buy the exact item they asked about, your answer kept them on your site long enough to buy something else.

2. Revenue Attribution

• Monetary Value: The Revenue Received field provides a baseline currency value for orders influenced by the Q&A widget.

• Note for Accuracy: Since the data tracks unit price rather than quantity, this should be viewed as a minimum "Total Order Value" rather than a literal accounting of every item in a bulk cart.

3. The "Customer Journey" Audit

• The Sale Details Table: This is your most granular piece of evidence. It allows you to audit the specific questions that led to a sale.

• Strategic Use: You can use this to identify "High-Value Questions"—if a specific type of answer (e.g., "Yes, this is compatible with X") consistently leads to a sale, you can automate that response or add it permanently to your product description.