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What are Premium Services?

By ExpertOperations |

Premium Services is a tool available to Experts to allow them to offer Premium Services to customers – services that extend beyond the customer’s original question. Premium Services can be used as an upsell, to provide phone calls to explain an answer in more depth; or as a standalone service, such as a secure remote assistance session to optimise the speed of a customer’s computer.

What is the “Offer Premium Services” button for?

Premium Services is a versatile tool available on JustAnswer that you can use to help your customer beyond the traditional answer. The option will pop up automatically for you upon answering the question. You’ll see a large orange button titled "Offer Premium Services" that you use to submit your offer.

Are Premium Services available on questions from both members and pay-per-question customers?

Yes.

Do Premium Services appear in all categories?

Premium Services is available in every category.

What are the benefits of Premium Services?

Premium Services have a few key benefits that we think you’ll really appreciate:

1)  The ability to price services as you see fit, charged up front with the original question cost (see below for more payment information).

2)  Automatic 5-star rating and automatic payment of both the original question cost and your custom offer price, when the customer accepts your Premium Services.

3)  Customised options for extended services by category, created by Experts, for Experts.

4)  Ability to create a brand new customised service that will save to your personal catalogue for future use.

5)  You can exchange personal and private information with a customer through the Premium Services tool, supported by JustAnswer’s secure and confidential information field.

When will I want to use Premium Services?

You’ve told us that you often find opportunities to take your conversation with a customer a step further, so whether you’re an appraiser who wants to use Skype video to see the object in question and have a face to face chat with the customer about it, a computer technician who can make a difference with secure remote assistance tools or another type of expert entirely, we think that you’ll want to use the Premium Services tool anytime you recognise that you can help a customer in a bigger or better way.

What type of Premium Service can I offer?

Each category has a list of pre-defined services shown in the Premium Services tool, but you will also have the opportunity to work with your customer to come up with a service of your own.  Each new service you create will be stored in your personal catalogue for future use. You can see the list of predefined services as a drop-down when you’ve opened the Premium Services tool.  However, despite what is listed in the drop-down, please note that you are still responsible for abiding by all the laws, rules, regulations, and ethical standards pertaining to your profession.

Which Experts get to offer Premium Services?

All Experts have access to offer Premium Services.

How do I charge for the Premium Services, and how am I paid?

When a customer accepts your offer of Premium Services, your answer on the original question is automatically given a 5-star rating, you are paid for that original question, and the customer is charged for (and you are paid for) the Premium Service before you actually provide the Premium Service. Any income you receive from the Premium Services tool will be reflected in your monthly payment report, which can be found on the Reports link once you’re logged into your expert account.

What am I responsible for providing in the text of my offer, and when the customer accepts my offer?

You are responsible for ensuring that you explain the depth of services you can and will provide and that you follow through on the complete interaction. If you are unable to complete the transaction, let the customer and Customer Care know right away.

What happens if my customer is dissatisfied with my Premium Service?

As with any question answered on JustAnswer, the customer has the ability to request a full refund if s/he is unsatisfied.  We ask that you keep this in mind when offering Premium Services. Refunds will be processed just as they are with questions today.

How does this affect my customer satisfaction scores and My Achievements status?

Your automatic 5-star rating will be factored into your ratings score, and the customer satisfaction survey will be sent out to the customer as would be the case with any other question. The impact to your My Achievements status is the same as for regular questions.

What privacy considerations should I know about when using the Premium Services tool?

Once granted access to the Premium Services tool on JustAnswer, you’ll have the ability to exchange private information (phone number, Skype handle, etc.) with the customer while working on the first question in the Q&A.  Please note that this is at your discretion and that of the customer. Private information will be exchanged securely via JustAnswer and is only visible to the expert, the customer, and admins.

The private information field only appears after a customer has accepted the offer for Premium Services - for both customers and professionals.  

Many customers ask for a phone call immediately upon connecting with their professional, but if they try to submit a phone number in the Q&A, it will appeared XX'ed out.  If it does not, then please report the question as “Personal Info” so that private information can be edited out.

Let your customer know that they need to accept the Premium Service you've submitted (if you haven't submitted your offer, now would be a good time to do so) in order to exchange private contact information.

Once the Premium Service is provided, can the private info be used in the future?

No. Just like each question page is intended for the customer's original question and any related follow ups, the Premium Service and any private info exchanged is limited to use on that particular question and resolution thereof. Any future questions are required to be posted as a new question page, and a new Premium Service offer may be made on that page.  

What legal considerations do I need to be aware of?

Please be aware that you are still responsible for abiding by all the laws, rules, regulations, and ethical standards pertaining to your profession.

Is the secure remote assistance option only allowed in the Offer More functionality? Or can I take this as having your blessing to run remote support in regular questions as well?

Premium Services is not a full pass for secure remote assistance – you are only permitted to use secure remote assistance in cases where the customer has accepted an Offer for your secure remote assistance service. We do realise that the inconsistency will be tough in the short term but once we get back some positive results from our test, we’ll re-examine the usage.

Which remote support tools am I allowed to use?

We advise that you use the built-in secure remote assistance tool. Doing so will enable us to log and track secure sessions for quality purpose and in case when there are payment disputes.

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