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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. Experts shouldn't be allowed to be "experts" in EVERY car category. They are not all the same.

    Too many "experts" are experts in many car categories. They have automotive knowledge, but lack the knowledge of specific vehicles they don't work on on a regular basis, so they cannot give customers COMMON problems specific to their exact car/concern.

    13 votes
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  2. Improve the NYPR. We used to get 2 day or more old accepts, not now

    Customers may be getting great answers but through either constant JA email issues or something there not getting the correct vibe to come back later and pay or even view the answer or IR.

    11 votes
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  3. 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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  4. Justanswer should emphasize on the point that some questions might take time to get answers

    7 votes
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  5. customers like gimmicks, freebees, how about a gift for the 500th question, a ja cup, movie tickets

    how about a give away for the 500th customer in a category, could be a mug Ja tee, movie tickets, anything that will bring them back to try and be the winner

    7 votes
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  6. create a mobile frriendly website

    I think that a "dumbed down" version of the site without all of the frames and high bandwidth items could be helpful for mobile users with the widespread use of smart phones.

    7 votes
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  7. 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
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  8. Give interested experts a justanswer email id so that customers can email them photographs directly.

    Customers regularly cancel their questions because they can't send photographs, especially those over 60 who form a large chunk of customers seeking dermatology advice. Giving experts a justanswer email id will enable them to email the photographs directly to the expert and save time for both parties thereby improving accept rates.

    6 votes
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    4 comments  ·  Admin →
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  9. 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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  10. allow pdf uploads/downloads

    6 votes
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  11. Create an efficient way for a customer to opt-out of future mailings, such as when a pet dies.

    6 votes
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  12. 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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  13. Allow Remote Access (Computer & Network)

    Computer consultants need the capability to log onto the customer's computer to see what is going on and in many cases, create a resolution of the problem. Many customers are not tech savvy and we spend way too much time trying to understand what is actually going on. I use LogMeIn Central in my private practice and it does the trick! Customer retains control of their privacy and can remove the ability for us to connect at their discretion.

    5 votes
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  14. Allow more than one miscat to improve response times. Also allow Answering expert to move question.

    Allow more than one miscat to improve response times. Also allow Answering expert to move question.

    5 votes
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  15. 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
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  16. LISTEN to them! Give them options, sources, additional info U know they might need & didn't ask for.

    Some customers just don't know how to write out what they are really trying to say. Then they put complete trust in our answer even though it might be severely lacking. Experts need to read their Qs a couple of times & really LISTEN to what their customer is asking and saying.

    You have no idea how many times I go back to read answered Qs and see that an expert has given an answer but that answer was not to the question asked.
    Or... an expert answered the question by giving the customer a peripherial answer of some type…

    4 votes
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  17. Offer future discount on questions

    If customer accept an answer, we should offer a discount for them to ask question that is good for 3 Months. This will encourage them to return and ask more question to take advantage of the discount. Discount should be based on the amount spent.
    Reffaral to family and friends to get free questions

    4 votes
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  18. Different button descriptions - Answer, info request, comment

    We need more than two buttons as experts...sometimes just a comment is needed that is neither an answer or info request.

    3 votes
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  19. Give them a bulk rate, 10 questions for $200 ie.

    3 votes
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  20. There needs to be a tighter limit on the number of experts in a catagory.

    3 votes
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