April 10, 2014 by George Eberstadt
We are beaming! No, Jeff Bezos didn’t mention us by name. But this is just as good. In his annual letter to shareholders, Bezos devotes an entire section to the success Amazon has had with their Community Q&A feature:
One recent success is our new feature called “Ask an owner”. It was many years ago that we pioneered the idea of online customer reviews – customers sharing their opinion on a product to help other customers make an informed purchase decision. “Ask” is in that same tradition. From a product page, customers can ask any question related to the product. Is the product compatible with my TV/Stereo/PC? Is it easy to assemble? How long does the battery last? We then route these questions to owners of the product. As is the case with reviews, customers are happy to share their knowledge to directly help other customers. Millions of questions have already been asked and answered.
As the pioneers of the Active Outreach(TM) mechanism for getting fast answers to shopper questions from real product owners, we were flattered a year ago when Amazon first rolled out this feature to see them following our model so closely. Now, we’ve received the only bigger compliment we could have wished for: this approach has been the same smashing success for Amazon that it has been for the >100 stores that use TurnTo for Community Q&A.
Of course, we haven’t been sitting around waiting for Amazon to catch up. Our newest version introduces great capabilities Amazon hasn’t got to yet: instant answers, FAQs, category and topic Q&A, a magnificent new user experience, mobile capabilities designed for the omni-channel world, and lots more. So, Amazon shoppers, keep your eyes open; we’ve got a pretty good idea what you’ll be seeing next, and it’s fabulous!
And if you sell online and are tired of eating Amazon dust, give us a shout. We’ll show you what the future looks like, too.