Week in Review - December 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.
With 5-star being most happy, please rate how happy you are as an Expert on JustAnswer this week


Want a $50 Amazon gift card? All you have to do is rate above and each month, we will hold a raffle to select one lucky Expert to win a $50 Amazon gift card. Each vote counts as a raffle entry.
Thank You for a Great 2017!

2017 has been an amazing, constructive, and ambitious year for JustAnswer. We started the year by continuing our shared effort of consistently delivering 5-star service to every customer, we expanded Peak Time to better incentivize Experts, and as we progressed through the year, we pursued better alignment in our shared success through Simplified Payout. As a community, you made an impact on over 1.1 million questions.

As we reflect on 2017, we wanted to say thank you to the Expert community for making this important impact. With 2018 on the horizon, we look forward to working with the Expert community and helping drive success for both Experts and JustAnswer.

2017 Year in Review

A look back at some of the things we did together in 2017...

See 2017 Year in Review >>
Quick and Easy Tip: Show Your Effort

One of the most frequent best practices we heard from top-rated Experts is that they always make a concerted effort to help every customer. This means that they walk customers through several troubleshooting exercises and have timely “volleys.” A volley is an exchange in which the participants, in this case Expert and customer, say something.

We conducted an analysis to see if more volleys do equal better ratings and the results show that you are more likely to get a 5-star rating with 8 volleys than you are with 1. However, this does not mean all of your questions should have 8 volleys. What this suggests is that it is to your benefit to be more communicative with customers, especially when you have to deliver bad news. Customers did not pay to have someone simply tell them that they’re out of luck. Show customers that you’ve made the effort to help.

JustAmazing Experience
Please join us in congratulating this week's JustAmazing Experience recipient: Kelly (smitty1486)! A customer came to JustAnswer with a door latch issue on her new Kenmore Elite Dishwasher. Initially, the customer was a little skeptical about using JustAnswer. Kelly responded to the customer almost right away and after some troubleshooting, the customer got more comfortable and went on to fix the problem with Kelly's help. At the end of the exchange, the customer had this to say about her experience:

"My Husband was skeptical about using this service, though Kelly was able to get our Dishwasher working. Thank you Jesus! Our brand new Elite Kenmore is going to be doing the dishes from here on out!"

Congrats, Kelly!

Click here to view Kelly'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.
2017's Top Performers
Most 5-Star Ratings Received from Members
Expert Category
1. rayanswers Law
2. PaulmoJD Law
3. DMWEsq Law
4. rarewares Appraisal
5. Docmaddy Health
Most 5-Star Ratings Received from ALL Customers
Expert Category
1. PaulmoJD Law
2. md20/20 Appliance
3. rayanswers Law
4. DrMichaelSalkin Pets
5. DMWEsq Law
Most Member Questions Responded To in 30 Minutes or Less
Expert Category
1. rayanswers Law
2. PaulmoJD Law
3. DMWEsq Law
4. jhook1398 Cars
5. peterpete190 Cars
Most Auto Premium Services Fulfilled
Expert Category
1. JoyceLaw Law
2. RichieMe Tech
3. ComputerTechMaster Tech
4. md20/20 Appliance
5. itstuff Tech
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