Follow

Auto Premium Service: Auto Secure Remote Assistance

By Anh Nguyen |

When JustAnswer automatically offers a customer the option to upgrade and have an Expert securely remote into their computer for an additional fee.  

Great!  What's the benefit to the Expert who accepts a customer's Auto Secure Remote Assistance request?

Auto Secure Remote Assistance provides a perfect opportunity for Experts to not only earn more money, but to help provide customers with top-quality service and help insure they're getting the job done right!

Additionally, remoting into a customer's computer tends to deliver that WOW! factor,  which also helps make for satisfied customers! Satisfied customers tend to come back to their Experts with more questions in the future.  And really, who doesn't love a WOW! factor and repeat business!

JustAnswer gets this whole process initiated by offering customers the Auto Secure Remote Assistance option!

If you need more information on how Auto Secure Remote Assistance works, you should find everything you need below.

Cheers!

The Basics

What if you are the original expert:

What if you are not the original expert:


 

Is Auto Secure Remote Assistance available in all categories?

No, the auto offer is only enabled for questions in the following categories:

  • Networking
  • Mac
  • Laptop
  • Programming
  • Computer Hardware
  • Software
  • Email
  • Microsoft Office
  • Computer
  • Printer

Customers with questions in categories NOT listed above will continue to get the Auto Phone Call Offer instead.

What are the benefits of Auto Secure Remote Assistance?

By helping customers with their original questions AND fulfilling the secure remote assistance requests, you will get:

An automatic 5-star rating on whatever written correspondence you've had so far
Payout for the 5-star rating
Payout for the Auto Secure Remote Assistance once you've called and complete the Fulfillment Report 

Keep in mind that the Auto Secure Remote Assistance request may be picked up by the Q&A Expert or a different Expert. If the different Expert accepts the request, they will be paid for the Auto Secure Remote Assistance portion only, and the Expert on the Q&A page will get the 5-star rating.

How much could I earn for fulfilling Auto Secure Remote Assistance requests?

Using past data, we've calculated the price that has the best likely accept rate with customers. The amount you'd earn for fulfilling a secure remote assistance request is included in the request notification. At this moment, you do not have the option to counter the offer with a different amount or set your own amount for the Auto Secure Remote Assistance.

Note, in order to be paid for successfully fulfilling an Auto Secure Remote Assistance request, you must first accept the request, deliver the Secure Remote Assistance session, and then submit the fulfillment report within 36 hours indicating that you've successfully completed the request. Click here to learn more about the Fulfillment Report >>

How do I fulfill an Auto Secure Remote Assistance request?

When a customer requests a secure remote assistance service, you will see the following notification:

After accepting the request, you can fulfill it by using JustAnswer's ScreenConnect tool. To do so, follow these steps to create a remote session.

When do customers see the Auto Secure Remote Assistance offer?

After the customer's question has posted and they've started a written correspondence with an Expert, the customer will automatically get a notification on their end making the Auto Secure Remote Assistance offer. The offer describes the service and the additional cost.

 

What happens if the customer declines the auto offer?

If the customer declines the auto offer by clicking on the X, the question simply continues in the written correspondence on their question page.

What happens if I get a payment fail error?

There are several reasons why you may get a payment fail error when trying to accept an Auto Secure Remote Assistance request. The customer may have entered incorrect payment information or the customer's bank may have blocked the transaction. Regardless of the reason, we will notify the customer on your behalf and give them the option to update their payment information. In the meantime, the request is removed from the Request Center.

Once the customer has updated their payment information, the request will then be added back to the Request Center and made available to all Experts in the question's category.

Do I have to fulfill secure remote assistance requests?

Experts have been very happy providing this additional service when it's requested by a customer, so we hope you'll love the feature too!  But if you're unable to fulfill an Auto Secure Remote Assistance request for any reason, just click on "No Thanks" in the request notification and the customer will be notified. The request will still be visible as an in-line message in case you change your mind, as long as no other Expert has accepted it. 

 

Do I lose the question if I can't fulfill the secure remote assistance request?

No. If you are unable to fulfill the Auto Secure Remote Assistance request, it will be made available to other Experts in the same category. You can still continue to help the customer through Q&A.

What happens if I decline the Auto Secure Remote Assistance request?

If you click on "No Thanks" in the request notification or do not reply within 5 minutes of receiving the request, the Auto Secure Remote Assistance request will open up to other Experts in the same category. If another Expert fulfills the request, you are given an automatic 5-star rating and payout on the original question. However, you will NOT be paid for the Auto Secure Remote Assistance.

If I can't fulfill an Auto Secure Remote Assistance request, should I tell my customer?

We notify the customer on your behalf if you're unable to fulfill an Auto Secure Remote Assistance request. However, keep in mind that another Expert may fulfill the request. If you're unable to fulfill the request, it's good practice to let the customer know that another Expert may fulfill their request. You should continue to correspond with the customer in Q&A unless the customer is not able to because the Expert who is fulfilling the request is in control of the customer's computer.

How do I fulfill a secure remote assistance request that was declined by another Expert?

Unfulfilled Auto Secure Remote Assistance requests are available to Experts in the same category on a first-come, first-served basis. There are two ways to find available Auto Secure Remote Assistance requests:

1. You can find them in your category in the Request Center. Each Auto Secure Remote Assistance request has the tag "[Secure Remote Assistance Requested]"  prefixed to the request subject line. To fulfill, click on "See more" to open the request.

2. If you received an email notification about an available Auto Secure Remote Assistance request, follow the steps below to accept:

a. Click on the "View request now" button from the email.

b. On the landing page, you can see the amount you will earn and a link to review the conversation between the first Expert and customer.

c. If you'd like to fulfill the request, click on the "Accept this request" button.

d. Go back to the Request Center and initiate a new Secure Remote Assistance session. 

If I fulfill an Auto Secure Remote Assistance request from the Request Center or an email notification, what do I get paid for?

You will be paid for only the Auto Secure Remote Assistance, NOT for the original question. The first Expert will be paid for the original question value. The amount that you will earn is displayed in the request landing page.

What if another Expert has already fulfilled the Auto Secure Remote Assistance request?

Because open Auto Secure Remote Assistance requests are on a first-come, first-served basis, there is a chance that the request has already been fulfilled by another Expert by the time you get to it. If that's the case, you will see this landing page:

 Please note: if another Expert accepts the request, please don't provide the service and then request a payment transfer. If you feel another Expert accepted it in error, or they are not providing the service, please reach out to Expert Support first for direction. 

What happens if no one responds to the Auto Secure Remote Assistance request?

If the Auto Secure Remote Assistance request has not been responded to by any Expert after 24 hours, the request will expire and we will notify the customer. The standalone request in the Request Center will disappear as well. The original question is still available for the first Expert to continue the conversation in Q&A.

 

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. 

Have more questions? Submit a request

Comments