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Week in Review – February 5, 2016

By Anh Nguyen |

Every Friday, the Expert Ops team will recap the latest enhancements and bug fixes, contributions from the Expert community, customer compliments, and preview the week ahead.

Latest Enhancements and Bug Fixes

Below are the latest enhancements and bug fixes for this week:

Release of Expert Mobile Web: As a reminder, you can now find, lock, and respond to questions from your smartphone's web browser. Click here to learn more.
Conversation history in the Active Request page: We've fixed an issue where Experts are not able to see the conversation history of questions on the Active Request page when customers post replies weeks or months later.
Scripted Chat test: We are currently testing a version of Scripted Chat where a virtual assistant will help guide customers through the question-asking funnel. With this test, we are focusing on the Scripted Chat's ability to convert customers. The test will end in a few days.

Expert Visit

We recently had the honor of hosting Loren (Lorens35) at our office. Loren and his wife stopped by during their vacation from frosty Chicago.

If you're in San Francisco and would like to visit our office, let us know!

Customer Compliments

For Scott-Appliance: "Joel Swenson was awesome! I was able to open the range and determine a failure on the circuit board. I have since ordered a new one and will replace it myself. It was a fair and thorough experience." - Michael from Toronto, Canada
For baddad1: "I was skeptical about using JustAnswer. However, after exhausting my own attempts to solve the issue that had developed suddenly with my Nissan Xterra, I decided to give them a try. I'm happy to say that I was extremely please! More importantly, Mike V., the Nissan Expert who contacted me, was very courteous and knowledgeable. His diagnosis and suggested solution for the issue I had with my Xterra was spot on. I won't hesitate to use/recommend JustAnswer in the future." - Michael from Toronto, Canada

 

For michelleclive: "Just want to say with my computer question, I was very well looked after by Michelle Clive, very professional, polite and patient as well as sympathetic. I will definitely ask for her if I have future problems." - John from St. Helier, UK

Coming Up Next Week

Auto Remote Assistance Offer Test: Starting late next week, we will start a test where we will automatically 
More enhancements and bug fixes!
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