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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?

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How can we make customers happier?

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77 results found

  1. 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
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  2. 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
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  3. 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
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  4. 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
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  5. Give them a warning/confirmation message before they opt out us..

    1 vote
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  6. 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
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  7. 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
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  8. Let Customers Hire Their Expert AS APPROPRIATE. Or RESEARCH & TEST how to get them to stop asking.

    The number of "can you help" and "PLEASE HELP" requests for personal assistance seems constant and clogs the Boards. If done properly as a "referral services" and "JA is NO LONGER involved in ANY way" separate transaction, then JA could also be a way to get testimonials of "I found a great lawyer there" and drive more business to the site.

    1 vote
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  9. easier to contact moderators with 'other' facility

    1 vote
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  10. Remove "Expert has stepped out of Chat"

    Remove "Expert has stepped out of Chat" which prompts concerns that the Expert is GONE when infact the Expert may be checking another question while the Customer is typing a response.

    8 votes
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  11. bring back the "opt out " text

    2 votes
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  12. make it more clear up front that this is a pay site.Clicking agree is required if ques. is answered

    it is still confusing that this is a pay site. A lot of customers do not understand that by asking a question they are agreeing to pay if satisfied.

    2 votes
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  13. Allow Customers too with their photos

    Allow customers to upload their photos too like experts in their profile. This will create "sense of belonging" for the customers and increase the returning rates too as well as loyalty.

    2 votes
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  14. Let customers be aware that we do not have access to computer companies servers

    1 vote
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  15. Remember why the site came about - - one question, one caring answer

    1 vote
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  16. Change the payment format that auto-charges people for a new answer after they have accepted.

    Most of the bad reviews that Just Answer gets on scam websites are regarding charges that they feel they did not approve because of the way Just Answer sets up the charge for a new question. Perhaps this system should be revisited so we stop getting posts about unauthorized charges and people complaining to websites that JA is a scam when it is not.

    5 votes
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  17. Time structured pricing

    Help customers properly price their question by how much time they would like to spend with an expert. This will help those seeking a quick answer to price their question lower, while the expert is properly compensated for their dedication to complicated issues. This should include an automatic accept for answers longer than a certain time (such as 15 minutes). If the customer chooses a smaller time session, but is getting great insight and developing more questions, adding time is possible with an automatic accept and no refunds allowed. This will ensure that customers can leave if the expert is…

    3 votes
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  18. Detailed categories with suggestions or examples so they have find the correct one

    Customers seem to put questions in categories that are not best suited to the situation.

    2 votes
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  19. Quicker responses to engage the customs need to have experts stop asking for bonuses l

    3 votes
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  20. ELiminate the tag lines..."This is a PAY SITE. I don't get PAID unless YOU ACCEPT my answer"

    2 votes
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