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.