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Week in Review - March 24, 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.
 
Latest Updates
Request Center Loading Issue: On Thursday, we experienced a loading issue with the Request Center and were able to resolve it shortly after. If you still have any problems, please contact us.
Customer Phone Number with Auto Secure Remote: When we launched Auto Secure Remote Assistance, we require customers to enter their phone numbers prior to initiating the requests. Many of our Computer Experts have asked for this step to be removed because it is unnecessary. We have removed the phone number field and customers are no longer asked to enter their phone numbers when requesting Auto Secure Remote Assistance. 
 
REMINDER: No-Click Rating (NCR) Requests
We're approaching the end of the month and if you haven't already, please submit your No-Click Rating (NCR) requests to Expert Support. NCR is a useful workaround for when you have customers who are happy with their experience with you but did not leave a rating. When you submit NCR requests, the Expert Support team will review each request and if the customer is indeed satisfied, you will be given a positive rating and payout on the question.

That said, please remember to follow the NCR submission guidelines found here. Pay extra attention to the following: (1) Only submit 1 NCR request per ticket,  (2) Requests must be made between 72 hours after the customer's last post and 30 days, and (3) Do NOT include additional information. The ES team will review all requests based on the Q&A.​​
 
We're In The Home Stretch!
We're approaching the last week of the first quarter of 2017 and it has been truly exciting to see the progress you've made in delivering fast, consistently great customer experiences. The more we collaborate with the Expert community, the better we understand your pain points and can prioritize improvement opportunities.

As we wrap up the last week, we ask that you help us end on a good note by WOWing every customer that you correspond with. Through this weekend and into next week, we will catch "Above and Beyond" moments between Experts and customers, and for those Experts, they will get a choice in reward between Amazon gift cards, movie rentals, free meals, and more.
 
This Week's Top Performers
Most 5-Star Ratings Received from ALL Customers
Expert Category Trending
1. md20/20 Appliance -- (Last week: 1)
2. nekovet Pets +2 (Last week: 4)
3. DrMichaelSalkin Pets +3 (Last week: 6)
4. CriminalDefense Law +15 (Last week: 19)
5. retireddebra Law +5 (Last week: 10)
Most 5-Star Ratings Received from Members
Expert Category Trending
1. Ms_Daisy Appraisals +3 (Last week: 4)
2. levr Tax +8 (Last week: 10)
3. hikehuashan Appraisals +11 (Last week: 14)
4. rarewares Appraisals +3 (Last week: 7)
5. rayanswers Law -4 (Last week: 1)
Most Member Questions Responded To in 30 Minutes or Less
Expert Category Trending
1. peterpete190 Cars +3 (Last week: 4)
2. levr Tax +5 (Last week: 7)
3. RichieMe Tech -1 (Last week: 2)
4. jhook1398 Cars +10 (Last week: 14)
5. nyclawyer Law -- (Last week: 5)
Most Auto Phone Call Requests Fulfilled
Expert Category Trending
1. Joyce Stevens Law +1 (Last week: 2)
2. MasterFixIt Tech -1 (Last week: 1)
3. cloe0626 Cars +3 (Last week: 6)
4. LawTalk Law -1 (Last week: 3)
5. rplmoreci Cars +6 (Last week: 11)
 
Coming Up Next Week
 
Last week of Peak Time! We will continue Peak Time for Experts in Appliance, Business, Cars, Health, Law, and Pets. Click here to learn more >>
More enhancements and announcements
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