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Information about discussions on the web

Updated

Information about discussions on the web: CONTENTS

What is a discussion expert?

It is a state where we set a flag that allows you to reply in a discussion like for example Samsung Expert, L'Oreal Expert or Tefal Expert (see photo) and receive notification of new questions directly to your email. Anyone can reply to discussions, even you as a customer without the title of expert. With the "Alza Expert" flag set (e.g. for Logitech brand "Logitech Expert") displayed next to your reply,you will have more credibility in the reply.

Discussion

How does the discussion expert work?

After setting the "Brand Expert" flag (e.g., Tefal Expert, etc.) to your account on Alza, we will set up email notifications that will send you new unanswered questions about your brands to your email every day at a specified time (generally 8:00 am, but can be set up twice a day). You can answer these queries directly on the site, the flag will appear if you are logged into the account we set the flag for.

How to set up the discussion expert?

  1. Send an email with your account to [email protected], which you will log into when replying. This email will also receive notifications at a certain time (which can be set) if a new query is received for the brand.

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    The registration must be filled with the name, not the company name. For example, desired outcome is to have 'Petr Vomáčka, Tefal Expert' displayed and not 'Groupeseb s.r.o., Tefal Expert'.

  2. Next, you need to fill in the registration email with the brands to which the Discussion Expert can be deployed (there can be more than one, but the brand cannot be broken down into segments).
  3. After setting up your email, you will start receiving queries to your registered email.
  4. Discussions are then managed directly on the website on the brand's manufacturer page, under the discussion tab, where unanswered questions can be filtered out. You can also view historical responses here.

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For example, the resulting email will look like this:

To whom: [email protected]

Hello,

please, add an Expert flag for brands Tefal, Rowenta to Alza account [email protected].

Email notifications just once a day at 8:00 a.m.

Where are discussions handled after the expert is set up?

All questions that belong to your brand can be accessed via the manufacturer's page in the same way as here: On the manufacturer's page and the Discussion link, you can see all questions about the brand's products. You can check previously answered questions and at the same time answer unanswered ones.

Discussion

Frequently Asked Questions – FAQ

Can a discussion expert only be assigned to a specific segment?

Brand inquiries cannot be divided into a specific brand segment.

Can multiple brands be registered under one email address?

Yes, one email address can be an expert on multiple brands. For example, we set up Tefal Expert and Rowenta Expert for one address, and if an expert replies for a Tefal product, only Tefal Expert will be displayed next to the reply.

Can I delete a query?

Yes, if you wish to remove the query please contact [email protected].

Where does AlzaExpert get the information for the answers?

AlzaExpert draws answers from the Alza website and the manufacturer's website.

How much time does the vendor have before AlzaExpert responds?

The Vendor has 48 hours to respond.

Is it possible to disable AlzaExpert so that only the vendor can respond?

Yes, please contact [email protected] for processing.

Is it possible to view the questions and answers for all of our products so we can check, or correct, that everything is in order?

Queries can be filtered on specific pages. On the general brand page, just click on "Discussions" and filter for "All Posts".

Is it possible to set a notification email for unanswered queries for a given time?

Yes, the notifications can arrive several times a day.

What if the query is not about the product?

Experts can manually escalate it with the "Send to Alza" button.

Is it possible to reply directly to product reviews?

Yes. If you want to reply directly to a product review, please send a link to the product and review with the text of your reply to: [email protected].

Is there a fee to set up a discussion expert?

No, setting up a discussion expert and answering questions is completely free.

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