Customer Happiness
We’re always striving to improve the customer experience on JustAnswer, and we’d love to hear your ideas! What are your suggestions on how JustAnswer can increase customer satisfaction?
Make sure to vote on the ideas that you support!
77 results found
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77 votes
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A feature for attaching pictures that does not have confusing limitations
The current paperclip is confusing customers do not know how to shrink pictures they can barely upload them
pictures and file attachments are very important to what we do71 votes -
We can make customers happy if the experts knew why the few were not happy
There is a relist inaccurate, incomplete, to long, etc... Why. The word alone is rude and gains no ground in getting the problem solved. Opt outs I can see but we need to know why they did it. Refunds are ok but we still need a reason why. We cant learn from our mistakes if we are not told about them.
61 votesRelist will not be an option on Pearl.com questions, so that’s a start – but, with the new feedback systems we’re testing out, we should be able to get you immediate feedback on how happy the customer is – and we’ll do everything we can to help them talk to you to sort it out before just leaving.
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Don't mislead customers by ads that make us sound like company workers "ie: 7 dell techs online"
So many people come here thinking we work for hotmail, dell, or microsoft and they take that attitude with us thinking we can do special things with their bills or accounts.
60 votes -
Let customers know that they can continue with the expert even after they accepted.
Customers usually give negative or neutral feedback when they accept and do not aske additional questions. We should let them know, that they can continue even after they accept to work with the expert. The accept is not the end of the line
48 votes -
A feature that would allow a customer to "drag and drop" a picture directly into the chat box
Customers are not all "technical" (thats why they are here) - Its a real PAIN to get a picture uploaded by a customer sometimes.
46 votes -
Do away with the subscription. To many customers do not know to press accept.
The expert ends up having to explain a subscription and deposit and accept.
40 votes -
35 votes
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28 votes
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Positive feedback to mean something
There's no incentive to do above and beyond the expected work. Positive feedback does nothing (don't say the wheel), while negative feedback hurts. If an expert can get a 100% ratio of positive feedbacks for the month (over perhaps 100 we'll say) they should get a 5% bonus on questions they answer for the next month. Something like that would encourage the experts that do the bare minimum to work harder thus not chasing as many customers away. Or increase the chances on the wheel to realistic amounts. This won't hurt JA since it encourages experts to take more questions…
24 votes -
Remote Desktop for Customers that opt in. Could provide a much faster resolution!
All customers to opt in to allowing experts to remote desktop. This will provide a faster solution to questions especially for those customers that are not computer savvy.
24 votes -
placing a hold on new roll-outs until system & database are both normalized.
This will limit and minimize crashes and other site-related down times which would translate into better customer satisfaction and usability.
19 votes -
Allow exceptional experts with great people skills to Video Chat with customers who opt for it
I am an expert who always uses chat. I will not use Q&A unless i am forced to. I receive a much higher accept rate this way as my personality comes across to the customer and they know they are dealing with a real person, not just someone copying standard answers into a box.
I often get accepts and bonuses on answers when the issue couldnt even be resolved just because of the positive experience I provide to the customer.
I feel that Video Chat with customers that have the capability to do so would just further improve that experience…
19 votes -
Free Cookies.
No description needed... Free. Cookies.
18 votes -
All customers must leave deposit - fewer questions will be asked but net income will increase
At first this seems counterintuitive, but this model has been shown to increase a veterinarian's net - a 10% drop in cientele increased net by 20%
18 votes -
Free questions after each 10 accepted
I would give customers a FREE question after each 10 Accepted questions, that would maybe help bring the customers bac and help the Experts with accepts.
17 votes -
Make reports towards other experts efficient
When you report someone, that freebie junk is ridiculous. Reports need to be examined. Meaning someone needs to look at the experts accept rate and time online and past feedback and past complaints and past expert reviews then take an action for there reports recieved. Like one week at stage one or one week suspension. JA employees cant determine whats a good report or not, but the top ten experts in each category can. If the result is a bad expert having some time off then experts will chip in and help.
16 votes -
15 votes
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15 votes
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14 votes
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