Premium Services are additional services a customer may elect to upgrade to at either a prompt from JustAnswer or a prompt from their Expert. It is a service in addition to the traditional written answer they are already receiving from their Expert, and they pay an additional fee for it.
There are two types of Premium Services that can be offered to a customer on JustAnswer: Auto Premium Services and Expert-Initiated Premium Services.
What is an Auto Premium Service?
JustAnswer will automatically offer customers two different types of additional services:
Auto Phone Call - where the customer is offered an upgrade to have a phone call with an Expert. If they accept the offer, a request is sent out to the Q&A Expert to let them know the customer is requesting a phone call. The Expert can accept the request or decline it. If they decline it, the request opens up to all available Experts.
Click here for more information about the Auto Phone Call service!
Auto Secure Remote Assistance - where the customer is offered an upgrade to have an Expert remote into their computer to solve the issue. If the customer accepts the offer, a request is sent out to the Expert on the question page to let them know the customer is requesting remote assistance. If the Expert declines the request or does not accept it, the request opens up to all available Experts.
Click here for more information about the Auto Secure Remote Assistance service!
What is an Expert-Initiated Premium Service?
When an Expert is corresponding with a customer on their question page and they determine that they’d like to offer the customer a service beyond the scope of the original written answer they’re already providing, they can initiate a Premium Service upgrade offer by clicking the orange “Offer Premium Services” button on the question page’s reply box.
Some examples of Expert-Initiated Premium Services are:
- Phone Calls
- Remote Assistance
- Skype video conferencing
- X-ray review
- Legal document review
Click here for more information on Expert-Initiated Premium Services.
If you have any additional questions regarding Premium Services, please search the help articles in the search bar above, or click the red "Submit a Request" button above.