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Week in Review - September 30, 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.

Latest Enhancements

Average rating on My Dashboard: We've fixed a calculation issue for average rating on My Dashboard.
Document Services for Legal categories: We launched a set of new premium service offerings in Legal categories to meet customer demand for document services. Click here to learn more >>

REMINDER: Do I need to keep refreshing the Active Request page?

We often get this question from new Experts and ones who have been away from the site for awhile. The short answer is no. The Active Request page, the one where you respond to questions, is built to update you of any actions taken by customers and required by you in real-time. Therefore, we recommend that you only keep ONE window/tab opened of the Active Request page and refrain from refreshing it often. Every time you open a new Active Request window/tab or refresh the page, it requires the site to reload all of your questions and by doing it continuously, it can have a negative impact on your site performance.

Please keep only one window/tab for the Request Center and one for the Active Request page.

Share your thoughts on this Request Center design

 

Your Expert Ops team is passionate about improving your experience on the site and that experience starts with the Request Center. From your feedback, we've created a new mockup of the Request Center and we want to know what you think! Click below to see the proposed design (Note: this is only a mockup to get your feedback and is not a live version). The page is interactive so you can show/hide the sidebar, expand the second question, and show/hide the category filter.

Click here to view the design >>

As you're playing around on the page, let us know what you think by completing a short survey.

Click here to tell us what you think >>​

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. rarewares Antiques +7 (Last week: 8)
2. PaulmoJD Legal -1 (Last week: 1)
3. CalAttorney2 Legal +2 (Last week: 5)
4. peterpete190 Cars -- (Last week: 4)
5. jhook1398 Cars +6 (Last week: 11)

Most Total Positive Ratings Received from Members

ExpertCategoryTrending
1. rarewares Antiques +10 (Last week: 11)
2. PaulmoJD Legal -1 (Last week: 1)
3. CalAttorney2 Legal +3 (Last week: 6)
4. jhook1398 Cars +9 (Last week: 13)
5. peterpete190 Cars -2 (Last week: 3)

Most Member Questions Responded To in 30 Minutes or Less

ExpertCategoryTrending
1. CalAttorney2 Legal +1 (Last week: 2)
2. rarewares Antiques +12 (Last week: 14)
3. jhook1398 Cars +4 (Last week: 7)
4. PaulmoJD Legal -3 (Last week: 1)
5. fordguy4u Cars -1 (Last week: 4)

Most Auto Phone Call Requests Fulfilled

ExpertCategoryTrending
1. Joyce Stevens Legal +1 (Last week: 2)
2. MasterFixIt Tech -1 (Last week: 1)
3. amedee Cars +1 (Last week: 4)
4. p0llinate Tech +2 (Last week: 6)
5. djogg7 Cars +4 (Last week: 9)

Coming Up Next Week

 

Start of the 4th Quarter!
More enhancements and announcements
Have more questions? Submit a request

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