FAQ

Frequently asked questions

FAQs - Pricing and Billing

If you have multiple recommendations rows/carousels on your page, these are all individually counted.

Recommendations require an active Site Search subscription, and will be based on the same product catalogue and datafeed.

A search is a query on our database. A visitor can make multiple searches by typing, filtering and sorting.

A document is a unique item in your data feed, also called ‘node’ in your XML.

Yes, of course, we’d love you to start using Recommendations. The costs for Recommendations will be charged separately each month to the existing payment method.

A SKU is a Stock Keeping Unit. We count these when looking at your payment plan. This can either be a unique product or content item within your datafeed. 

Yes, Sooqr understands most common languages: from English and Swedish to Greek and Arabic. So if you have a multi-language store, Sooqr works for all of them. However, you will be billed per language, as every language needs its own project.

Our team will contact you before your 30-day free trial expires. If you feel the same way about us as we do about you, your trial account will become a permanent one. All of your statistics, searches, customizations, data and actions remain intact. If you, for whatever reason, decide not to continue with us, your account will automatically expire at the end of your 30-day trial. 

Our Support Team is always available to answer your questions. Feel free to contact us, we won’t relax until you’re satisfied. Simply send us an email at [email protected] and we’ll get back to you within a working day (Monday to Friday). Stuck in a rut over the weekend? We’ll contact you first thing Monday morning. Urgent matter over the weekend? We’ll do our best to help you as soon as possible. 

For questions of financial origin, please send us an email at [email protected]. For anything concerning sales, please contact us at [email protected]. For everything else, you are fine at support! For very urgent matters, give us a ring: +31 (0)88 7667700.

We do not make complicated formulas to determine our pricing. Prices are based on the number of products (SKUs) in your shop, and you have a budget of searches per month. Our pricing is transparent and you will be able to know upfront how much Sooqr will cost you, as our billing is without hidden costs. When your SKU count changes or you go over your search budget, you will automatically be transferred to the appropriate subscription level. Feel free to contact our Sales Team for any additional questions on pricing.

Yes. For a yearly subscription, you only pay the equivalent of 10 months while enjoying Sooqr for a full 12 months. That’s a discount of almost 20%.

We will introduce annual pricing on May 15 2020. If you are moving from a monthly subscription to a yearly one, your upcoming monthly invoice will be your new annual – discounted – subscription instead of your usual monthly one.

You can’t switch back to a monthly subscription until your yearly one is up for renewal. You can cancel – or change to a monthly contract – up to a month in advance of yearly renewal.

With an annual subscription, you will be billed once a year, on the date your paid subscription starts, after your 30-day free trial. When changing from a monthly subscription to an annual one, you will be billed on the same day your monthly invoice usually is charged.

You can stop your subscription any time you like, but there are no refunds for early cancellations.

Unfortunately, we do not give any refunds on yearly subscriptions.

We only offer the yearly subscriptions for our €49 and upwards plans. As of 01.06.2020 our entry-level subscription costs €49, as our €17,50 subscription will cease to exist.

After you’ve created an account (via signup.sooqr.com), you will get access to all of our functionalities, free of charge, for 30 days. We don’t require any credit card details during this trial, so you can try Sooqr obligation-free. No strings attached, and no questions asked. During this 30-day trial you can schedule a free optimization session with our Customer Success Team, to get the most out of your new site search engine. Our Customer Success Team will also help you with any problems or questions you might have. If you have any additional questions, please let us know: [email protected]

Monthly subscription
You will be billed monthly and your monthly plan will automatically grow or decline in accordance with your number of SKU and searches. You won’t be billed for an increase of SKU (or searches) during the month.

Yearly subscription
With an annual subscription, your pricing can be adjusted mid-year (6 months into your yearly subscription) based on. Down: (only) based on SKU decrease. The difference in subscription price will be added as a credit for the next renewal. Up: based on SKU increase or search cap overrun. The difference for the remainder of the year will be billed separately.

Monthly subscription
With a monthly subscription, you will be billed on a monthly basis, on the same day of every month, by credit card. You will receive your invoice by email.

Yearly subscription
With an annual subscription, you will be billed once a year, on the date your paid subscription starts, after your 30-day free trial. When changing from a monthly subscription to an annual one, this will start on the first renewal date of your subscription.

For any changes in your billing information, please contact us:  [email protected] or +31 88 7667700.

FAQs -- MySooqr 2.0

The upgrade won’t have any influence on the frontend of Sooqr; your onsite search will work as it always does. As for after the upgrade, with MySooqr 2.0, your search should be even more accurate as you have more insights into data and can therefore optimize more than before.

Yes, all of the features that you know and love will also be available in MySooqr 2.0, as well as additional features, like the dashboard and Clickrank.

The data used in the reports in MySooqr 2.0 is specific to Sooqr, this cannot be exported. We can, however, help you set up your connection with Google Analytics and track the search behaviour. Please find the information here.

No, your (custom) template – frontend – will not be affected by this upgrade to a new backend.

Security of your data has always been one of our main priorities. With the upgrade and the implementation of MySooqr 2.0, we have further improved our data security.

You can easily turn Clickrank on and off in your sorting settings. Clickrank does not replace your relevance settings you have set with the help of boosts and ranking rules. If you enable Clickrank, you simply add an additional factor to the equation: Products that are being clicked on more, end up higher in the result list. So, your search becomes smarter with the use of Sooqrs machine learning, while at the same time, you stay in control and can still influence your search results based on what’s important to you.

A new feature within MySooqr is the Sooqr Optimization Score: telling you exactly how you are doing. It shows how swiftly your visitors are finding what they’re looking for. The higher the score, the greater you are doing. The Sooqr Optimization Score lets you know if your optimizations have led to better conversion. The score will be a 10 for optimal conversion, and points are taken off for areas where you can make improvements, for instance, your queries without results by adding some more synonyms to certain products. It’s an easy-to-monitor tool to take a closer look at your improvement.

The Sooqr Optimization Score tells you (between 1 and 10) how optimal your Sooqr is configured. The lower the number of queries without results, the higher your score. You can use synonyms to reduce them. The score also takes your filtering, ranking rules, promotion rules, and sorting options into account. Make sure to use them, as they make it easier for your visitors to find your products and will boost your conversion.

The Sooqr Optimization Score tells you (between 1 and 10) how optimal your Sooqr is configured. The better your search is configured, the more relevant it is for your customer, and the more you boost your conversion. The higher your score, the better your customer experience, which results in higher conversion and sales.

The Optimization & Analytics Dashboard is your Sooqr insight-lifeline. From here, you see all relevant conversion data in one overview and are able to act on these insights immediately, to increase your conversion rate with a simple mouse click. We’ve recorded a quick walkthrough of the dashboard, that you can find here.

We have many new features that will be announced soon. You will be kept up-to-date via email.

We have announced adjustments to our pricing that will go into effect on Sept. 1, 2020. This will not affect every customer. You can check if your account will be affected here.

The new features Clickrank and the data insights dashboard are the first step towards AI-technology. In the near-future our new system will become more and more self-learning and have basic smart functions to improve search conversion based on these learnings. MySooqr 2.0 is ready for the implementation of AI-technology in the near future. We will keep you up-to-date on the integration of our AI technology.

The Sooqr platform matches products and consumers through analysing the product attributes,  the click behaviour and search queries of searching visitors. We do not use other sources of data at this time such as personalized information of the end-user or A/B test data to personalize the results. When we introduce AI technology in the near future, the matching will become much more targeted and self-learning. Strictly speaking this is not considered personalization. We believe that the ultimate match of product and consumer is what drives conversion, and we do this by looking at both the product and the consumer behaviour. Personalization begins at a different starting point: the consumer, and is mostly used to optimise the customer experience.

At Sooqr, we strive to use the latest technology in our products to optimise the conversion performance and ensure maximum security and stability. We decided to upgrade the technology stack for MySooqr and bring the Sooqr backend to the next level. Secondly, we also decided to change the UX and UI, to offer a more intuitive user experience for our customers, which is easier to use, saving you time and energy. We want to stay ahead of things, so with an eye on the recent acquisition of the 904Labs AI-tech, MySooqr 2.0 now also is ready for future additions to our features, including AI.

Frequently Asked Questions

Feeds should be UTF-8 encoded.

  • Only use absolute URL’s; include the protocol and domain name. (Example: http://www.example.com/article-1.html)
  • You can choose your own names when naming fields. Yet each parent item-node should have the same name (for example ).
  • All meta-data for an item should be on the first level of the XML file under the item node. Exceptions to this rule are nodes that contain multiple values, like colors or categories. These values can be stored in a subnode. 
  • Each item has to contain an ID field. The ID must be unique in your feed and can contain alphanumeric characters.
  • The use of HTML in your data is not supported. Sooqr will remove HTML from your input because we cannot use it in the search tool. Although Sooqr will do her best to clean-up your data, it is best to remove HTML from your data feed. 
  • Date values should use the RFC3339 format. All timings should be in the UTC time zone (example: 2012-02-31T15:00:00Z).
  • Each item should at least contain an ID, title and URL.
  • URL’s and values containing markup should be contained in CDATA nodes.
  • Floating point numbers (like prices) should use the decimal point.
  • If metadata is not available, you can remove the node from the output. This will also improve the size of the feed.
  • You can validate your XML feed at the W3C Markup Validation Service.
  • For an example of what a data feed should look like please check Sooqr Support for specs.

We often get the question whether it is possible to add both CMS content and product-content. Sure; there’s just a few things you need to keep in mind.

  • You can add the content to your product feed, but it’s easier to add a separate content feed.
  • Make sure your ID is unique, as the same goes for the product feed. It is best to have a trailing text in front of the ID, for example, content_623, instead of 6. 
  • The naming of the fields should be the same as your product feed (ID, title, description, URL, image). 
  • Add a field ‘content_type’ to both your product feed and content feed, so you can base a filter on it.
  • For an example, please take a look on our support portal: support.sooqr.com

Sooqr can be used on and with any platform. All Sooqr needs is a data feed. In return, we will give you a snippet to implement Sooqr. To make life just that little bit easier, we have developed a few extensions for certain platforms. Now available are the Sooqr Search plugins for Magento 1, Magento 2 and Shopware. Extensions for Woocommerce, Shopify and Lightspeed are being developed at the moment.

Step 1: Placing our snippet on your website
Place the provided snippet on your website, somewhere between the search bar and the end of your page.

Step 2: Change the ID of the search bar to ‘Search’
This needs to be a unique value, so we know which input field to use. If it’s impossible to adjust the ID of your search bar, you can try to change the field ID: ’Search’ in the snippet, to the ID of your input field.

Step 3: Add a data feed
To see how it’s done, check this video.

You can validate your XML feed at the W3C Markup Validation Service.

For very urgent matters, please give us a ring: +31 (0)88 7667700.