Starting on Monday 11/23, we will conduct a second scripted test where we will guide customers through the question asking process via scripted chat. We are testing to see if this will be an easier method for customers to ask questions.
Currently, customers go through a series of steps to post a question on JustAnswer. Each step collects more information about the customer's question.
As Experts, you see most of the details entered by customers in PQA.
During the Scripted Chat test, we will engage with customers via a chatbox and get information about what they need help with. For customers, it will be like they're talking with a JustAnswer support agent.
For Experts, you will notice questions in your Question List that will look like this:
When you open a scripted chat question, you will see the transcript from the chat:
You are free to respond to customers as you normally would as nothing about your workflow has changed.
We are planning to run the Scripted Chat test for a few days and will notify you of any changes. As always, please refer to the Expert Calendar on the Expert Help Center homepage. If you have any questions, click on the Submit a Ticket button at the top of the page.