Follow

Week in Review - September 23, 2016

By Anh Nguyen |

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

REMINDER: No-Click Rating (NCR) Requests

We're approaching the end of the month and if you haven't already, please submit your No-Click Rating (NCR) requests to Expert Support. NCR is a useful workaround for when you have customers who are happy with their experience with you but did not leave a rating. When you submit NCR requests, the Expert Support team will review each request and if the customer is indeed satisfied, you will be given a positive rating and payout on the question.

That said, please remember to follow the NCR submission guidelines found here. Pay extra attention to the following: (1) Only submit 1 NCR request per ticket,  (2) Requests must be made between 72 hours after the customer's last post and 30 days, and (3) Do NOT include additional information. The ES team will review all requests based on the Q&A.

One week to go!

 

With one week left in the quarter to hit and dare we say, surpass our community goal of a 4.60 Member rating, we want to share some resources that can help you improve YOUR rating. Don't forget that the first step to a 5-star rating is to send a speedy first response (under 30 minutes).

Members stick with JustAnswer for both the expertise AND service that they get from Experts. Here are some tips on how you can improve your bedside manner:

Greeting: Engage quickly, in a friendly, welcoming manner and set expectations.
“Hi, my name is ______ and I will do my best to help you today. To make sure I don’t miss anything, please give me a minute to review your question.”

Be Responsive: Read the question thoroughly to understand the customer’s needs.
“It sounds like _____.” To help me better assist you, please tell me x, y, and z.”

Be as empathetic as possible and use a good dose of rationale, alternatives, and practical insights.
“It’s terrible that _____. An alternative is _______. Some people try ______.”

Provide an accurate and complete answer. If needed, break down the answer into easy-to-follow instructions or directions.
“As to the first part of your question, _____.” As to the second part, ____.”

Add helpful links, photos or any additional supporting info.
“You can reference this website for additional information on the topic.”

Closing: Before signing off, double check that your answers were complete and you addressed the customer’s needs.
“If you have any follow-up questions, don’t hesitate to ask. See you again soon!”

REMINDER: How to handle customer refund requests

 

Refunds are a part of any business, but if handled correctly, a refund can be a seamless process and an opportunity to turn around an unhappy customer.

When a customer requests a refund, do not attempt to save the refund yourself or get upset. Instead, simply tell the customer that you will let JustAnswer's Customer Care team know and then report the customer's refund request. By reporting customer refund requests, you help our Customer Care agents better understand the refund reasons and possibly even save the refunds. Note that you should never try to help customers with site issues and instead direct them to Customer Service. Click here to learn how to report refund requests >>

This Week's Best

Most 5-Star Ratings Received from Members

ExpertCategoryTrending
1. PaulmoJD Legal +1 (Last week: 2)
2. Ms_Daisy Antiques +17 (Last week: 19)
3. hikehuashan Antiques +4 (Last week: 7)
4. peterpete190 Cars -3 (Last week: 1)
5. CalAttorney2 Legal +19 (Last week: 24)

Most Total Positive Ratings Received from Members

ExpertCategoryTrending
1. PaulmoJD Legal +1 (Last week: 2)
2. Ms_Daisy Antiques +28 (Last week: 30)
3. peterpete190 Cars -2 (Last week: 1)
4. barristerinky Legal +11 (Last week: 15)
5. hikehuashan Antiques +4 (Last week: 9)

Most Member Questions Responded To in 30 Minutes or Less

ExpertCategoryTrending
1. PaulmoJD Legal +10 (Last week: 11)
2. CalAttorney2 Legal +43 (Last week: 45)
3. Ms_Daisy Antiques +28 (Last week: 31)
4. fordguy4u Cars -2 (Last week: 2)
5. DocPhilMD Health +11 (Last week: 16)

Most Auto Phone Call Requests Fulfilled

ExpertCategoryTrending
1. MasterFixIt Tech +18 (Last week: 19)
2. Joyce Stevens Legal -1 (Last week: 1)
3. md20/20 HI +2 (Last week: 5)
4. amedee Cars -2 (Last week: 2)
5. ratioscripta Legal -1 (Last week: 4)

Coming Up Next Week

 

9/28 (tentative): We will test a new premium service offering in the Legal categories called Document Services. Click here to learn more >>
More enhancements and announcements
Have more questions? Submit a request

Comments