Week in Review – March 18, 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.

New Features on Expert Mobile Web


We’re excited to introduce new features to the Expert mobile web that will let you offer phone calls and fulfill Auto Phone Call requests all on the go. Click here to learn more >>

Q&A: What should I do if I cannot fulfill an Auto Secure Remote Assistance request and another Expert picks it up?

Similar to Auto Phone Call requests, you should treat Q&A and premium service as two separate offerings. Customers paid for both services separately, therefore, if you are corresponding with a customer in Q&A and are unable to fulfill on the auto secure remote assistance request, please continue to help the customer in Q&A until you are no longer able to (e.g. another Expert has taken control of the customer's computer).

If, for any reason, a customer you are corresponding with in Q&A complains that they did not receive the secure remote assistance service or would like a refund, please direct them to Customer Service at and continue to help the customer in Q&A.

This Week's Best

Most Member Questions Responded To

1. PaulmoJD
4. TaxRobin
2. hikehuashan
5. peterpete190
3. keeperumiami

Most Questions Responded To in 30 Minutes or Less

1. md20/20
4. PaulmoJD
2. centralappliance1
5. ratioscripta
3. LawTalk

Most Auto Phone Call Requests Fulfilled

1. Joyce Stevens
4. xsvectOR
2. RichieMe
5. smitty1486
3. woodinfoils884456

Most Auto Secure Remote Assistance Requests Fulfilled

1. jange010
4. eeewing
2. RichieMe
5. itstuff
3. babyxdeja

Coming Up Next Week

Membership and Speed in the Sharing Economy: We share insights and best case practices of companies in the sharing economy that are leverage speed as a Membership incentive.
Surge Pricing on Car Member Questions: Surge payout for Car Member questions will end on 3/23. Click here to learn more >>
More enhancements and bug fixes!
Have more questions? Submit a request