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Week in Review - September 29, 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.
 
Reminders and Updates
[CARS] How to deal with customers who ask for PINs and Key Codes: In order to provide PINs and key codes for vehicles, you must obtain proof of ownership from customers. However, this is not a service provided on JustAnswer. If you encounter customers who ask for PINs and key codes, rather than simply giving the information to them, please ask if the customer would like something else and do not share sensitive information.
Wrong country showing on the Active Request page: We've fixed an issue where the country of the customer was shown incorrectly on the Active Request page.
Expired Auto Premium Services on Request Center: We've fixed an issue where expired Auto Premium Services remained on the Request Center.
Reminder to submit your NCRs: We're approaching the end of the month and if you haven't already, please submit your No-Click Rating (NCR) requests to Expert Support. NCR is a useful workaround for when you have customers who are happy with their experience with you but did not leave a rating. Click here to learn about how to easily submit NCRs >>
 
Experts in the News
We recently conducted a study of questions posted on JustAnswer about things that dogs eat (but shouldn't). The study included collaborations with Veterinarians on the site for expert insights and opinions on the topic. The unified effort resulted in media coverage on WQAD News 8 MolineNBC 4 New York, and WTKR News 3 Norfolk.

We want to thank Dr. Tammy F. (tfalkner), Dr. Michael Salkin (DrMichaelSalkin), and Dr. Roy Cruzen (DrRoyC) for collaborating in the study. Want to see the study? Click here >>
 
JustAmazing Experience

Please join us in congratulating this week's JustAmazing Experience recipient: Sam (SamEI78)! A customer, who runs a t-shirt printing business, overloaded his circuit breaker while using his press. Not sure how to fix the issue and worried that the issue will impact his business, the customer reached out to Sam for help. In a matter of an hour and 24 volleys, Sam was able to help fix the issue and showed the customer how to prevent the same issue again in the future. At the end of the exchange, the customer had this to say about his experience:

"Sam was both helpful and knowledgeable. He was patient, and gave me practical advice and solutions. Before we began talking I was frantic, but by the end. I felt like a burden had been lifted! Thanks!"

Congrats, Sam!

Click here to view Sams 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 -- (Last week: 1)
2. PaulmoJD Law -- (Last week: 2)
3. DMWEsq Law +2 (Last week: 5)
4. LegalGems Law -1 (Last week: 3)
5. retireddebra Law +5 (Last week: 10)
Most 5-Star Ratings Received from ALL Customers
Expert Category Trending
1. rayanswers Law +1 (Last week: 2)
2. DMWEsq Law +1 (Last week: 3)
3. PaulmoJD Law -1 (Last week: 2)
4. md20/20 Appliance -- (Last week: 4)
5. Lorens35 Law +13 (Last week: 18)
Most Member Questions Responded To in 30 Minutes or Less
Expert Category Trending
1. rayanswers Law -- (Last week: 1)
2. DMWEsq Law +2 (Last week: 4)
3. LegalGems Law -- (Last week: 3)
4. PaulmoJD Law -2 (Last week: 2)
5. retireddebra Law -- (Last week: 5)
Most Auto Premium Service Requests Fulfilled
Expert Category Trending
1. JoyceLaw Law +1 (Last week: 2)
2. RichieMe Tech -1 (Last week: 1)
3. DrRoyC Pets +2 (Last week: 5)
4. amedee Cars +4 (Last week: 8)
5. crash2199 Tech +4 (Last week: 9)
 
Coming Up Next Week
 
Another JustAmazing Experience winner will be selected
More enhancements and announcements
Have more questions? Submit a request

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