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Best Practices for Expert Profile Photos

By Anh Nguyen |

We’ve pulled together some of the most successful greetings and signatures we’ve seen in our years at JustAnswer, and are sharing them here for you to use.  Note the friendly, polite tone and helpful nature of each - they really work!

  • Greetings


Consider providing a high quality greeting that demonstrates your credibility. This is crucial and showcases the value customers are getting, as well as helping to build your new relationship.

For example: “Hi there, I’m Bob, and I am a licenced family therapist. I see you’re asking about couple’s counselling – I think I can help you, as I have over 20 years of experience in this area and have helped hundreds of couples to rekindle their relationships.”

Do

Lead with a friendly greeting, welcoming the customer
Greet them using their name if provided
Personalise the experience by introducing yourself with your name
Provide an additional sentence explaining your experience (optional)

 

Don’t

Ask for a rating here
Mention the company name – then you can use your automatic greeting across JA sites
Explain at length how the site works

Examples we love:

Hi Jenny. I am Mike and I look forward to helping you with your issue today.
Hello Jenny! Thank you for your question, I’m Dr. Smith and I’ll try to help you.
Hello. My name is Mike and I will be assisting you today.
Hello and thanks for trusting me to help you and your pet today. I am a licenced veterinarian with over 25 years of experience. I look forward to working with you.

  • Signatures


Do

Keep it short – 2 to 3 sentences
Lead by asking if the customer was satisfied
Remind them that they can continue the conversation with follow up questions

Politely ask for a rating
Ask the customer to come back again to generate your repeat business
Add any disclaimer language necessary for your category. Please limit this language to 1 or 2 sentences.

Don’t

Lead with the rating and make that appear to be your only concern
Ask repeatedly for a rating – 1 mention is plenty
State they should not be rating site issues – many haven’t experienced them, so you are potentially confusing the issue
Use colours, bold, or ALL CAPS to stress the need for a rating

Examples we love:

My goal is to provide you with excellent service – if you feel you have received anything less, please reply to this post, as I am happy to address follow-up questions. Please rate my response when you are done.
I hope I’ve provided the information you were seeking. If you are happy with my service, please provide a rating. If not, please let me know so l can continue to help you. Thank you.
Please reply back if you require additional information and I will be happy to help with any follow up questions. Thank you and I wish you the best with your vehicle repairs.
If you need more help, please use the reply tab to continue our conversation. If you do not require further assistance, I would appreciate it if you could rate my service.

We want you all to be successful on the site – and will continue to share tips and tools with you, most of which we glean and/or build with data from customer and expert feedback – to help you do so.

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