Product questions in PrestaShop: turn hesitant visitors into buyers

Every webshop knows the feeling: a visitor looks at a product, hesitates and disappears. Often it is about a small question. Will this size fit? Does this part work with my device? When can it be delivered? If the visitor cannot find the answer quickly, they order somewhere else.

Why a question on the product page works better

Most shops have a contact page. But anyone asking a question there has to leave the product page, find a form and explain which product they mean. That is three hurdles at the very moment someone is already hesitating.

A question form right next to the product removes those hurdles:

1. the visitor stays on the product page;
2. you immediately know which product the question is about, including the reference;
3. it feels personal: a real question to a real shop.

What else does it bring you?

Product questions are a goldmine of information. You see exactly what customers want to know about which product. If the same question keeps coming back, you improve your product description, size chart or photos. That way you answer the next visitor's question before they even ask it.

What to watch out for

Spam

An open form attracts bots. Without protection your inbox will be full of junk within a few weeks. Good protection is invisible to visitors: a hidden field that only bots fill in, a security token and a limit per IP address.

Privacy

Only store what you need to answer the question, such as the email address and the question itself. Also make sure that data is included when a customer asks for access or deletion.

An overview for your team

Do several people handle customer service? Then you want to see which questions are still open and who answered what. That way no customer gets two answers and no question is left lying around.

The position on the page

The form should stand out at the moment of doubt without cluttering your page. Just below the Add to cart button often works well. You can also show it collapsed, as a button that only opens the form after a click.

Cloverfield Product Questions

With Cloverfield Product Questions visitors ask their question right on the product page. You receive an email with the question, the product, the reference and a link, and you answer with one click on reply in your own email program. All questions are also stored in your back office, with search, filters, an open or answered status and who picked up each question. Spam is stopped by a hidden field, a token per product that also works with page caching, and a maximum of 5 questions per IP address per hour. With PrestaShop's GDPR module (psgdpr) you add a consent checkbox to the form. You choose where the form appears, and the module works with PrestaShop 8 and 9, in 7 languages and in multistore.

In short

1. One unanswered question costs you a sale.
2. A question form on the product page removes the hurdle and gives you valuable insights.
3. Watch out for spam, privacy and an overview for your team.