Step 3: Learn how to find questions and provide high-quality answers

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Set yourself up for success on JustAnswer with our New Expert Tutorials and Request Centre guide. 

 

 

 

Where to find questions

You can find questions in your category on the Request Centre:​ professional-secure.justanswer.com​

You can filter questions by country, category, and either chat/premium service (phone call.) If you want to see unanswered questions, filter to Chat only. 

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How to reply to a customer

Want to read a question in detail? Click on the link on the Request Centre and the full text will come up on the right-hand side of your page:

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What does locking mean?

When you “lock” the question no other Expert can respond as long as the lock is active. ​

It will lock for 1 minute initially. If you start typing to greet a customer, or start your answer, the lock will extend automatically to five minutes while you are typing. Once you post a greeting or an information request, the question remains locked to you and no other Expert can post. 

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Unlocking questions

If you can't respond to a question, you can click “Unlock” to release it to back the Request Centre.​

If your lock expires, the question will open back up to other Experts.​

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Information Request (IR) vs Answer

An Information Request means that you are requesting more information from your customer in order to help answer their question.​

Simply respond in the chat box and click send. This is not considered an answer, so don't mark as Completed here. 

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An answer is when you have provided the customer with useful information to solve their situation. You would check the "Completed" and hit then send. You only need to do this once. 

If you forget to mark as Completed, you will need to add another post, check Completed, and hit send. ​

This also indicates to the site that your answer is ready to be reviewed for payout value. This does not prevent you or the customer from continuing the conversation further.

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Opting out

Opting out is when you have started to engage with a customer, but realise that the question moves out of your area of expertise or specialism and it would be better to "opt out" for a better-matched Expert to continue. 

The opt out link can be found in the top left corner of the question section in the Request Centre:

 

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When to opt out:

  1. ​If you start working with the customer and as you are going back and forth, you realise you are unable to provide an answer to them. Before opting out, let the customer know you can't help them further and another Expert will be able to assist them. 
  2. You start working with the customer and discover that their question is miscategorized - eg it's actually Scots law but was posted in the general UK Law section. You must opt out before sending this question to the correct category (use the Miscategorized report or PM your category moderator)
  3. If you engage with a customer and they mention they worked with a previous Expert and were hoping to continue with them, out of professional courtesy, you can let them know will you'll opt out so that the previous Expert can help them.

When NOT to opt out

  1. When the customer doesn't respond or is challenging. 
  2. For your own convenience. 
  3. If you are leaving the site for a period of time.​

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What is quality?

Quality is the degree to which an object or entity (e.g., process, product, or service) satisfies a specified set of attributes or requirements. ​

A quality answer is not just a simple answer - it's the whole interaction and customer experience. For Experts, this will usually mean a professional greeting, a targeted information request, showing empathy, providing a full, clear answer, and following up to check the customer's satisfaction. 

 

Why is quality so important?

  • Helps you raise your Expert Score and achieve higher payouts.
  • Instills trust with customers so they are most likely to engage with you again.
  • Ensures that all customers are treated equally with compassion, friendliness, and effort. ​
  • Provides all customers with high quality and helpful answers and customer experience.​
  • Encourages customers to return and spread good reviews about JustAnswer - more opportunities for you! 

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5 tips on how to be a high-quality Expert

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1. Greeting

Always take a moment to introduce yourself and welcome the customer to the site.​

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2. Read

Carefully read the customer's question to ensure you know what the customer's needs are.​

It is important to understand the problem in order to provide the best answer.

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3. Ask

Ask helpful questions with an information request (IR) to make sure you have all the details you need to provide the best answer you can.​

Sometimes customers initially forget to add all the details. They may also not know what information they need to provide. Remember, they are not the Expert - YOU are the Expert.  By taking time to clarify, you are also setting the tone for the customer to engage with you. ​

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4. Answer

Make sure you provide all customers with an answer.​

Customers return to JustAnswer to receive high quality answers from trusted professionals.​

Explain your answer in layman's terms and ensure it is easy to understand. You can use formatting such as bullet points to help you.​ Include any links or diagrams that may help the customer.​ 

Make sure your answer covers all points of a customer's question and leaves them feeling confident about what to do next.

Try to be understanding if the customer becomes confused or unsure. You can turn it around by being friendly and offering additional help. ​

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5. Finishing touches

Follow-up with customers to make sure you have met their needs. ​

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Click here to start answering your first 10 questions!

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