Follow

The results are in!

By Anh Nguyen |

We recently asked you to vote on features you want most for a better site experience and after two weeks of voting, the results are in!

In the next few weeks, we're excited to deliver some exciting and meaningful features to help you do what best: help customers.

laptop-2591245_1920_small.jpg

Easier way to submit No-Click Rating (NCR) Requests

The NCR policy allows Experts to get paid for questions where the customer indicated satisfaction with the answer but did not rate. But, it can be messy for Experts to track potential NCR questions to submit to Expert Support for consideration. Starting on 8/16, we're excited to add a new feature to make it easier for Experts to submit NCR requests from both the Active Request page and My Requests.

On the Active Request page, you will see a new link labeled "Request NCR" located on the top-right corner of the page. This link allows you to submit an NCR request while you still have the question opened.

So how do you find questions that could be NCRs? You can visit the My Requests page which now shows questions you've responded to in the past 30 days and has a switch to only see unrated questions.

Icons to indicate why you want to skip certain questions

Experts use the Hide link on the Request Center to hide questions for different reasons. These reasons range from a question being too complicated or not in the Expert's area of expertise to a customer having site issues. To capture these reasons and help match you with the right questions, we will add skip icons to the Request Center so you can tell us why you avoid certain questions.

We plan to launch these new skip icons near at the end of August and will share more information on how they work and how you can use them. Stay tuned!

Native mobile application

We're really excited to launch an improved native mobile option for Experts that will include push notifications of new activities. What is a native mobile app? It is an application that you can download from the Android or Apple app store (just like how you downloaded Candy Crush). One of the benefits of the new mobile app is push notifications which will notify you of new questions and customer requests or responses. The native mobile app will have many of the same features and functionalities of the Expert Mobile (the current mobile web version of the site) and will work on all smartphones (Apple, Android, Microsoft).

To better collect feedback and make improvements, we plan to make the new native mobile app available to Experts in increments starting at the beginning of September.

General styling improvements to the Request Center

Last but definitely not least, we're excited to make a few improvements to the Request Center that help organize the requests you see and make it easier for you to review questions. These improvements will start going out mid-September and you will be notified.


Thank you for sharing your feedback and telling us what you want. The improvements listed above are just some of the things we are doing in the near future for you. Beyond the the next weeks, we will continue to use your feedback to help us prioritize improvements that matter to you most.

Have more questions? Submit a request

Comments

  • Avatar
    christhelawyer

    Thanks for this work, it's great to see new ways to help our customers

  • Avatar
    Broapprep

    Thank you for the update. I believe this will make it a little easier for the experts. Another really great addition would be a video icon so our customers can actually show us what they are working on. This would help cut down on the guess work.

  • Avatar
    jadedangel57

    Some of these will be helpful. I'd still like to see at least a count of how many times a customer got a refund for a previous rating.