Week in Review - December 22, 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.
Let's Peak!

It doesn't slow down on JustAnswer during the holidays. In fact, it's one of our busiest times of the year as customers are looking for help setting up their new gifts, getting their home ready for the cold, and dealing with their overzealous uncle.

We know the holidays is also a busy time for Experts but we want to make your time on JustAnswer worthwhile so look for Peak Time to be ON between December 25th through 27th in most categories. Click here to learn more about Peak Time >>

Christmas Tree Photo Contest Winner: Andrew (GoldLaw)

Please join us in congratulating Andrew! He is celebrating the holidays from all the way in South Africa.

We want to thank all others who sent us your amazing and festive Christmas tree decorations. Below are some of our other favorites.

Quick and Easy Tip: Do's and Don'ts

Here are some simple best practices to help you improve your answers and earn positive ratings from customers, based on our customer satisfaction research:
Please Do

  • Proofread your responses for grammar and punctuation
  • Ensure that you have addressed all of a customer's question
  • Be courteous with the customer
  • Respond to questions that you are confident you can answer

 Please Don't

  • Abandon questions
  • Respond to questions if you know you cannot answer
  • Use the answer button when an info request would be more appropriate
Notice About Premium Service Payment Failures

Back in early November, we made some significant changes to the Auto Premium Service process to reduce the number of requests that resulted in payment failure. These changes improved both  the Expert and customer experiences.

Due to the scale of the changes made, we need to work out a few kinks and optimize the process further. This work will begin on Thursday, December 21, 2017 and we expect it to last until mid-January. While this is going on, you should expect to once again see Auto Premium Service requests that may result in a payment fail.

We apologize for this inconvenience and we will do our best to expedite the updates that need to be done. We will keep you posted in the near future.

Home Heating Tips from Your Fellow Experts in HVAC

As temperatures continue to drop across the country, it's important to be mindful of basic heating prep work and make sure your home heating system is well maintained. As part of the Experts Helping Experts program, we asked HVAC Experts to share some DIY heating tips that can save money and keep you safe and warm this winter.

Click here for home heating tips >>

Experts Helping Experts is a program where Experts share skills and know-hows with the community. Webinars, articles, and other forms of content from this program are created by Experts, for Experts. If you like these articles, please show your support by sharing them with friends, family, and colleagues.

JustAmazing Experience
Please join us in congratulating this week's JustAmazing Experience recipient: Justin (MacGeniusJustin)! A customer came to JustAnswer looking to find out how he can save his iMovie slide show to a USB drive. Initially, the customer was very hesitant about using JustAnswer. Once Justin and the customer began some back-and-forths, the customer got more comfortable and went on to have a secure remote assistance session with Justin to fix the issue. At the end of the exchange, the customer had this to say about his experience:

"Justin thank you very much. Our connection cut off abruptly and I didn't express my gratitude. You have given me reason to be more trusting when I am looking for help on the internet. Thanks."

Congrats, Justin!

Click here to view Justin'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. Med_help Health +13 (Last week: 14)
2. rayanswers Law +2 (Last week: 4)
3. peterpete190 Cars +37 (Last week: 40)
4. PaulmoJD Law -3 (Last week: 1)
5. centralappliance1 Appliance -3 (Last week: 2)
Most 5-Star Ratings Received from ALL Customers
Expert Category Trending
1. centralappliance1 Appliance -- (Last week: 1)
2. md20/20 Appliance +3 (Last week: 5)
3. pbrazzell Pets +9 (Last week: 14)
4. DMWEsq Law -1 (Last week: 3)
5. peterpete190 Cars +24 (Last week: 29)
Most Member Questions Responded To in 30 Minutes or Less
Expert Category Trending
1. MacGeniusJustin Tech -- (Last week: 1)
2. centralappliance1 Appliance -- (Last week: 2)
3. peterpete190 Cars +24 (Last week: 27)
4. barristerinky Law -1 (Last week: 3)
5. PaulmoJD Law -4 (Last week: 1)
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