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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Help the customer narrow their legal issue or question
I notice that long, complex, overly emotional, and/or convoluted requests sit unanswered for hours and sometimes days. These requests need to be narrowed so that the the expert can quickly identify the issue and decide if they can answer. Attorney’s know that these type of request cannot be answered within the limited scope of the Q&A, and a phone call with this person is likely to drag on and on. Thus, the requests ending up sitting for hours or days. The customer is likely unhappy and it wastes the experts time.
3 votes -
77 votes
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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 -
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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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 -
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 -
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 -
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 -
1 vote
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Text an expert!
If customer requests an expert who is unavailable, the site can text the expert to see if he/she is able to respond. This should be accompanied by an automatic payment of some sort with or without the accept/bonus.
7 votes -
Opt-Outs/Relists - what can we do to make these more attractive to you the Expert?
Right now, as a group, Experts tend not to answer questions labeled as Opt-Outs or Relists.
Help us understand this. What can we do to make these questions more attractive to you the Expert?0 votes -
In chat window there must be an opt-out button for customer
In chat window there must be an opt-out button for customer,SO that he/she can opt-out current expert if he don't like the answers given by the expert...
4 votes -
Provide a means by which customers can give confidential evaluations of experts
I have received some very lame answers but have accepted in the interest of not getting a bad accept rate. However, we need a way to identify poorly performing experts that does not entail screwing up the user's accept rate.
1 vote -
Add "Offer More" to Subscription Customers
Subscription questions do not currently have "offer more" even though they offer the greatest opportunity for incremental revenue and would give an alternative to what amounts to subscription abuse. By not having the ability to "offer more" to subscription customers, Experts are put in a difficult situation - the customer wants more work done and they'll just keep accepting. The Expert feels somewhat obligated to help the customer - after all, we're not supposed to care if they have a subscription or not.
We need have "offer more" available to subscribers more than any other customer. We can obtain incremental…
0 votes -
Allow the expert to change back and forth between Chat Mode and Q&A Mode
It's nice for the expert to be able to switch back to chat mode if the customer comes back online after switching to Q&A
6 votes -
Give a customer a percentage off of the next question if they click accept
Many experts answer thousands of dollars worth of questions in a years time just to get no credit. We understand that is how JA makes a buck, but fair is fair.
3 votes -
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 -
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 -
35 votes
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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
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