Week in Review - November 3, 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.
Quick and Easy Tip: Use Pearl to your advantage
Since her debut to customers two years ago, Pearl, our virtual chat bot, has continued to get better at asking the right questions so that you have what you need to answer questions. In fact, in the early days of Pearl, a group of generous Experts helped with this. With all of the improvements made, make sure you are leveraging Pearl's conversations with customers to better help customers with their questions.

Starting on the Request Center, you can see a nice conversation thread between Pearl and customer for each question. Depending on the category, Pearl usually asks for things like make/model, history of the problem, what has been tried, and if the customer plans to self-fix. Use this information to plan out the best route to answer the question. Avoid asking questions that have already been asked or directing customers to do something they've already tried. You can set yourself up for success if you spend a few seconds reading through Pearl's conversation with customers.
A New Look To The Request Center
We're excited to introduce a new look to the Request Center, a refresh to something you're already familiar with. We took some of the things you're used to from the Find Questions List and made a few improvements using feedback you've shared with us.

Questions are easier to read

We've extended the width of the question box so even before clicking on a question, you can see more of what the customer is asking. When you click to expand a question, the conversation between the customer and Pearl is now easier to read.

New views

We’ve cleaned up the side menu and organized questions and premium requests into their own views. Your main Inbox contains all questions and requests, including ones you've responded to. The Priority view continues to contain questions and requests that you've worked on and/or require your attention (e.g. customer has responded). We've added a new PS requests view to let you jump straight into available Auto Premium Services requests.

Auto sorting of questions

Previously, questions were sorted for reasons that may not have been helpful for Experts. Now, all questions and requests are automatically sorted by question posted time from most recent to oldest.

All question activities in one place

When you click to expand a question, all of the question activities that you're used to are now located in the bottom left corner of the question. Activities include customer's username, recent activities, category, and posted time.
JustAmazing Experience

Please join us in congratulating this week's JustAmazing Experience recipient: Milly (PhillipsEsq)! A customer came to JustAnswer looking for help with a credit card lawsuit. The customer was really concerned and provided lengthy information on her situation. Milly got back to the customer and gave clear and concise information, matching the customer's length. At the end of the exchange, the customer gave Randy a bonus and had this to say about his experience:

"Phillips Esq. has been a huge asset to me. I feel so much better just knowing there is someone to ask my legal questions. I've got someone in my corner on this lawsuit.  His response was fast. Thanks!"

Congrats, Milly!

Click here to view Milly'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: 3)
3. LegalGems Law -- (Last week: --)
4. barristerinky Law +13 (Last week: 17)
5. Docmaddy Health -- (Last week: --)
Most 5-Star Ratings Received from ALL Customers
Expert Category Trending
1. rayanswers Law +2 (Last week: 3)
2. centralappliance1 Appliance +10 (Last week: 12)
3. LegalGems Law -- (Last week: --)
4. PaulmoJD Law -- (Last week: 4)
5. rarewares Appraisal -4 (Last week: 1)
Most Member Questions Responded To in 30 Minutes or Less
Expert Category Trending
1. rayanswers Law -- (Last week: 1)
2. PaulmoJD Law -- (Last week: 2)
3. LegalGems Law -- (Last week: --)
4. centralappliance1 Appliance +24 (Last week: 28)
5. DrOlivia-JD-MD Law +2 (Last week: 7)
Most Auto Premium Service Requests Fulfilled
Expert Category Trending
1. RichieMe Tech -- (Last week: 1)
2. centralappliance1 Appliance +8 (Last week: 10)
3. ComputerTechMaster Tech +1 (Last week: 4)
4. JoyceLaw Law -2 (Last week: 2)
5. itstuff Tech +3 (Last week: 8)
Coming Up Next Week
Another JustAmazing Experience winner will be selected
More enhancements and announcements
Have more questions? Submit a request