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Week in Review - October 7, 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.

4.60 or Higher for ALL Customers
After making such amazing progress in improving Member rating to 4.60 last quarter, we want to expand the focus to ALL customers and challenge ourselves to reach 4.60 or higher for ALL questions. In the coming weeks, you will hear more about new initiatives and programs from us that will enable you to deliver consistent quality services to ALL customers. As a sneak peek into what we have in store, we plan to launch an Expert rewards program, improve the metrics available on My Dashboard, seasonality watch, and other goodies. Click here to read more >>
 
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 ALL Customers
Expert Category Trending
1. DrMichaelSalkin Pets -- (Last week: --)
2. ratioscripta Legal -- (Last week: --)
3. rarewares Antiques -- (Last week: --)
4. md20/20 HI -- (Last week: --)
5. barristerinky Legal -- (Last week: --)
Most 5-Star Ratings Received from Members
Expert Category Trending
1. rarewares Antiques -- (Last week: 1)
2. Ms_Daisy Antiques +8 (Last week: 10)
3. JACUSTOMER-hgphuuvn- Medical +15 (Last week: 18)
4. GSenmartin Legal +30 (Last week: 34)
5. lucy7368 Legal +15 (Last week: 19)
Most Member Questions Responded To in 30 Minutes or Less
Expert Category Trending
1. GSenmartin Legal +29 (Last week: 30)
2. rarewares Antiques -- (Last week: 2)
3. Ms_Daisy Antiques +3 (Last week: 6)
4. rayanswers Legal +4 (Last week: 8)
5. lucy7368 Legal +33 (Last week: 38)
Most Auto Phone Call Requests Fulfilled
Expert Category Trending
1. Joyce Stevens Legal -- (Last week: 1)
2. md20/20 HI +4 (Last week: 6)
3. ratioscripta Legal +49 (Last week: 52)
4. p0llinate Tech -- (Last week: 4)
5. djogg7 Cars -- (Last week: 5)
 
Coming Up Next Week
 
More enhancements and announcements
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