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Week in Review - August 11, 2017

By Anh Nguyen |
Every Friday, the Expert Ops team will recap the latest enhancements, contributions from the Expert community, highlight the week's outstanding Experts, and preview the week ahead.
 
Can't miss updates
Progress bar for customers: We are currently testing a progress bar on the customer dashboard to provide real-time status updates on their question. We hope that this will improve customer engagement and rating.
My Questions bug on Expert Mobile: We've fixed an issue on the Expert Mobile where a question remains under the My Questions list even after you've responded. Responded questions should now be moved to Priority Questions as intended.
 
Get to Know JustAnswer Members
Is customer loyalty important? The answer might be obvious but when 100% of your interaction with customers is through digital means, it gets more difficult to answer. To help us better serve our most loyal customers, we recently conducted a qualitative survey with several hundred Members to learn more about who they are and what they value most about JustAnswer. Click here for takeaways from the survey >>
 
Peak Time is back!
Our goal at JustAnswer is to provide customers with fast, quality Expert service at all hours of the day. When demand from customers is greater than available Experts, we want to encourage Experts to come online and help waiting customers. Peak Time varies by category but when it's enabled in your category, you will see questions with purple payout values on the Request Center. Peak Time questions are often Member questions and when you respond in 30 minutes or less, you'll earn an additional bonus.

Peak Time is currently on for Appliances, Law, Pets, Health, Tech, and Generalcategories.
 
LAST CHANCE: Tell us which features you want to have
The Expert Ops team strives to make your site experience as seamless as possible so you can do what you do best: help customers. Based on past Expert feedback, we've compiled a list of features and we need your help to prioritize the ones that will help you the most. Click here to take the survey >>
 
Earn more with Auto Premium Services
Auto Phone Call and Auto Secure Remote Assistance are popular with customers and a great way for Experts to earn more on the site. While most Auto Premium Service requests are fulfilled by Experts, there are still many available for you to both help customers and earn more. Below are categories with the most available Auto Premium Service requests:
  • Computer
  • Appliance
  • Legal
  • Dog Veterinary
  • TV
  • Printers
  • Email
Click here to learn more about Auto Premium Services. Click here to learn about the Fulfillment Report policy.
 
JustAmazing Experience

Please join us in congratulating this week's JustAmazing Experience recipient: Eddie (Eclayton4)! Recently, Eddie helped a customer on an A/C with a 99 Ford Expedition. This customer is pretty handy and has already tried several solutions prior to coming on JustAnswer. Once connected, Eddie spent hours going through a wide range of troubleshooting options and providing diagrams along the way. At the end of the exchange, the customer had this to say about his experience:

"Edward was an excellent help in diagnosing my a/c problem! He stayed with me for 8 hours troubleshooting a problem with my compressor not engaging properly! He found the issue and we fixed it. Thanks"

Congrats, Eddie!

Click here to view Eddie's conversation >>

JustAmazing Experience Program: Every day, Experts on JustAnswer work hard to consistently deliver the best experiences to customers who are looking for Expert help. Somewhere between a friendly greeting to a complete answer, Experts are doing some amazing things to show that they care. The JustAmazing Experience program is our way to show how grateful we are to those who are going above and beyond for customers. Each week, we will recognize and award one Expert who exemplifies the service excellence that we strive for with a $50 Amazon gift card.
 
This Week's Top Performers
Most 5-Star Ratings Received from Members
Expert Category Trending
1. rayanswers Law +1 (Last week: 2)
2. PaulmoJD Law -1 (Last week: 1)
3. DMWEsq Law -- (Last week: 3)
4. rarewares Appraisal +12 (Last week: 16)
5. PitRottMommy Pets +1 (Last week: 6)
Most 5-Star Ratings Received from ALL Customers
Expert Category Trending
1. rayanswers Law +2 (Last week: 3)
2. DMWEsq Law +2 (Last week: 4)
3. md20/20 Appliance -1 (Last week: 2)
4. PaulmoJD Law -3 (Last week: 1)
5. PitRottMommy Pets +2 (Last week: 7)
Most Member Questions Responded To in 30 Minutes or Less
Expert Category Trending
1. rayanswers Law +2 (Last week: 3)
2. PaulmoJD Law -1 (Last week: 1)
3. DMWEsq Law -1 (Last week: 2)
4. peterpete190 Cars +13 (Last week: 17)
5. nyclawyer Law +38 (Last week: 43)
Most Auto Premium Service Requests Fulfilled
Expert Category Trending
1. Joycelaw Law -- (Last week: 1)
2. crash2199 Tech +15 (Last week: 17)
3. caryjoeyork Tech -1 (Last week: 2)
4. amedee Cars +25 (Last week: 29)
5. md20/20 Appliance -1 (Last week: 4)
 
Coming Up Next Week
 
Another JustAmazing Experience winner will be selected
August 15: Peak Time will start in the Car, Law, and HI categories
More enhancements and announcements
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