Step 2: Review the JustAnswer Payment Model

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The payment model on the JustAnswer site pays per question. Answer as many questions as you'd like, anytime, anywhere.

 

 

Payment Model

How are Experts paid? Expert earnings include a base-pay per question + bonus opportunities

Which questions are paid? Every question answered or attempted to answer

When are earnings issued? Experts are paid out once a month, by the 4th business day

 

Base-pay per question

The base-pay per question defines the payout value per question and is determined by your Expert Score

 

Expert Score

Your Expert Score is based on your performance. Every question you pick up is reviewed by an algorithm. It is calculated weekly and resets on Monday. 

Your performance is measured by your Answer Rate multiplied by your Quality Grade

  • Answer Rate = the percentage of questions you provide an answer to by marking off the “Completed” checkbox

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  • Quality Grade = the score out of five points that determines the quality of your interaction with the customer.

Expert Score = Answer Rate X Quality Grade

Your Expert Score determines which of the five base-pay tiers you're in for the week and the value per question

  • Platinum
  • Gold
  • Silver
  • Bronze
  • Tin

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Experts who have not responded to 100 questions yet, will not have an Expert Score and will default to the Silver base-pay tier.

 

Every question will be reviewed

Once a question is marked “Complete” or the question times out after 7 days, the question is submitted for review.

Every question will be reviewed (except for Premium Service questions) by an algorithm. The algorithm starts when you provide an answer and you check the “Completed” box. If you forget to mark the box, the question will be sent for review after it times out (seven days after the last Expert post. It’s very important to remember to tick the “Completed” box to avoid any delays of the question being reviewed and accounted in your Expert Score. You should tick the box when you feel your answer is ready to be reviewed.

The algorithm uses a linguistic analysis that will cover grammar, the tone of the conversation, the professionalism of the interaction (for example, no profanity), and the customer engagement.

  • A linguistic analysis recognizes:
    • Grammar
    • Tone
    • Professionalism
    • Customer engagement

 

Where to find your weekly base pay tier

Your new weekly base pay tier will be reflected in the Request Centre every Monday. There will be a banner above the question list displaying your Expert Score metrics.

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Experts who have less than 100 questions reviewed will see dashes but will default into the Silver base-pay tier.blobid0.jpg

You can find the list of tiers and the respective payouts in the Request Centre. Click on the "i" icon located to the right of the banner and a pop-up window will appear.

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Review dates

The base-pay tiers and Expert Score rest every Monday. They are based on all questions reviewed from the previous review period, spanning 10 days prior (Friday) to 4 days prior (Thursday). Example below.

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How to increase your Expert Score

  1. Increase your Answer Rate
    • Select questions you can answer.
    • Answer every question you pick up and check the box, "Completed" once you believe it's ready to be reviewed.
    • If the customer does not reply to your IR within a few hours (example: 4-12 hours), provide the best answer you can.
      • Example: "Without the information requested in my first/previous response, I can only give you a general answer, but I hope this helps." (provide a general answer and then mark the "Completed" checkbox).
  2. Improve your Quality Grade
    • Communicate to the customer politely, even if the customer does not reciprocate.
    • Seek clarification from the customer instead of assuming.
    • Show empathy in the conversation.
      • Example: "I'm sorry to hear about .... I know that can be .... Hopefully, we can get this resolved quickly."
    • Let the customer know it will be a few minutes before you can reply back.
  3. Pay attention to your grammar.
  4. Make sure to add details to your answers so the customer understands their next steps.
  5. Follow up with each customer to check if they are satisfied and to let them know they can ask clarifying questions if needed.
  6. Do not answer Customer Service questions such as "I want to cancel my membership" or "Why have you charged me?" Instead, use the CS/Refunds report to send these questions directly to our Customer Support Team.

 

How to access your earnings report

  1. From the Request Centre, click on your Expert username.
  2. Select "Reports".

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Get paid via PayPal

  1. From the Request Centre, click on your Expert username.
  2. Select "Request Payment".
  3. Enter your PayPal email.
    • Your default email may appear as a placeholder in the box. Enter your PayPal email.
  4. Click on "Save".

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Important points to remember

  1. You get paid for every question you answer
  2. Focus on providing an answer to every customer
  3. Exceptional quality leads to higher tiers
  4. Expert Support can assist with any payment questions you have. Contact them here or you can email them at expertsupport@justanswer.com