Week in Review - October 20, 2017 – Expert Help Center

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.

Quick and Easy Tip: Don't give up after the first answer

You may know the exact cause and answer to a customer's question but you can't guarantee that the answer will actually solve the problem or if the customer followed your directions correctly. In most categories, the process of solving a problem requires trying multiple troubleshooting answers to (1) diagnose the problem (2) solve the problem. If a customer gets upset when the first answer didn't work, let the customer know that you needed to try that first answer in order to eliminate possible causes to the problem and move on to the next answer.

Bonus Tip: Don't forget to mark your answers as answers so customers can give you a 5-star after you've answered their question.

Become a beta tester for native mobile app

We're looking for early adopters to participate in our beta test program for a native mobile app for Experts! Want to sign up? Click here to join the waitlist! Please include the make and model of your phone (e.g. iPhone 7 or Samsung Galaxy S8) and operating system (e.g. iOS 7 or Android 6.0).

As we roll out the beta version, we will go through the waitlist and reach out with more information.

Share your top 10 gadgets for the holidays and get a $25 Amazon gift card

Tech Experts! We're looking for a rockstar; trendsetting Tech extraordinaire to help us put together a top-10 list of top tech gadgets to buy this holiday season. Think you're up for it? Click here! If selected, we'll reach out to you with more information and once completed, we'll send a little gift your way.

JustAmazing Experience

Please join us in congratulating this week's JustAmazing Experience recipient: Dr. B (nekovet)! A customer came to JustAnswer because she was worried about vomiting issues with, LadyBug, her rat terrier. Dr. B picked up the question and asked all the necessary questions in one go. Once the customer gave more information, Dr. B promptly gave a detailed answer and then followed up with the customer a few days later. At the end of the exchange, the customer had this to say about her experience:

"Dr. B was awesome. Her candor and opinion helped me probably more than it helped Ladybug. I really appreciate the time and help."

Congrats, Dr. B!

Click here to view Dr. B'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	-- (Last week: 1)
2. PaulmoJD	Law	-- (Last week: --)
3. rarewares	Appraisal	+1 (Last week: 4)
4. Ms_Daisy	Appraisal	+1 (Last week: 5)
5. drphophalia	Health	+12 (Last week: 17)

Most 5-Star Ratings Received from ALL Customers

Expert	Category	Trending
1. md20/20	Appliance	-- (Last week: 1)
2. rayanswers	Law	-- (Last week: 2)
3. DMWEsq	Law	-- (Last week: 3)
4. PaulmoJD	Law	-- (Last week: --)
5. DrMichaelSalkin	Pets	-- (Last week: 5)

Most Member Questions Responded To in 30 Minutes or Less

Expert	Category	Trending
1. rayanswers	Law	-- (Last week: 1)
2. DrOlivia-JD-MD	Law	+5 (Last week: 7)
3. PaulmoJD	Law	-- (Last week: --)
4. DMWEsq	Law	-1 (Last week: 3)
5. LongTermTech	Tech	+22 (Last week: 27)

Most Auto Premium Service Requests Fulfilled

Expert	Category	Trending
1. RichieMe	Tech	+1 (Last week: 2)
2. JoyceLaw	Law	-1 (Last week: 1)
3. ComputerTechMaster	Tech	+1 (Last week: 4)
4. DrOlivia-JD-MD	Law	+1 (Last week: 5)
5. p0llinate	Tech	+12 (Last week: 17)

Coming Up Next Week

	New look and feel improvements coming to the Request Center
	Another JustAmazing Experience winner will be selected
	More enhancements and announcements

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