Shopper Ratings - Assigning Moderators

Staffing Requirements

  • Project Owner
  • Project Manager
  • Retailer/Brand CSR

Choosing a CSR

Moderation
If your organization would like to review user submitted questions or answers prior to them being published, we require that you assign a CSR (Customer Service Representative) on the Customers Team. The Q&A moderation process is a daily task which can take 15 minutes a day, or 1 hour a day depending upon the volume of question.

Answering Questions
In addition to moderation your organization must also assign a CSR (Customer Service Representative) to answer questions submitted by customers. This can be the same or a different person as the one assigned to moderation. Multiple CSRs can be set up to answer questions within the Shopper Answers system.

Notifications & Contacts

During the setup of a CSR, we require the following:

  • Name
  • Email address
  • Title

Once defined, we will send an email to the individuals to create an account within Content Publisher. Once completed, they are able to manage Q&A immediately.

Additional Users

If additional users would like access to Content Publisher, please send an email with this list (using the above criteria) to your Answers Project Manager.

Action Items

  • Ensure all Brand/Retailer CSR’s on the Customer account have read and understood the Submission Guidelines
  • Send the list of users who will moderate reviews
  • Send the Answers Project Manager the email address for sending notifications

Other articles in this section:

  1. Installing Shopper Answers
  2. Overview
  3. Overview
  4. Assigning Moderators (current article)
  5. Installing Shopper Ratings
  6. Final Deployment
  7. Shopper Ratings Setup
  8. Ratings Moderation
  9. Exporting Data
  10. Advanced Content Integration Guide