Display an Expert's name who accepted the phone call offer
Since any Expert in a category can accept a customer's phone call offer, my suggestion is to display that Expert's name on the question page, so that both the customer and other Experts can clearly see who accepted the phone call offer. That would surely help solve the confusion in cases when another Expert accepts the phone call offer, while the customer thinks that the original Expert (who is chatting with them) should call them.
Such notification could be something similar to what happens when an Expert opts-out - other Experts can see it on the question page.
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Jack commented
I agree with DS that this is rampant
I`ve had customer telling me that beside the zero call they would get a call but no one at the other end or even some musac for a while before hang-up !
This most often ends up in a full refund even if i did my work afterwards
So i use a new strategy on this ,when i see that one of my phone request has been taken i will notify the customer of this and ask them to tell me if they did get that call or not
If not then i will proceed with the post but also give the customer the Ja cust. support number so they can get a refund on the phone callSeems to have positive results so far , i get much less complaints or refunds on phone requests
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Jay commented
I have had many Premium Service calls, and I have also lost questions to other experts accepting the Premium Service call and some experts never call customers and reply in the question leaving me speechless! There has to be a better way that if you accept a phone call, if your not going to take it, to give it back and open it back up for another expert.
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Isaac Franklin commented
I completely agree with this method. I have seen remote 'conversations' happen afterward in comments with no offer sent or accepted on either end.
I have lost so much money while connecting to a customer who couldn't get into their computers, yet experts pick up the remote support and never say a word.
Or like the one i had today. Another expert accepted. Never commented and my customer put in for a refund saying the other person couldnt help them, yet nothing shows on either side.
I also had another just today that 'think's i accepted a remote, yet never connected with them, when it was another expert who did this. Took the money and ran. Whoever it was never even contacted them afterward.
I was extremely happy to see we now have to fill out a form that we did connect and finish their issue, or we do not get paid. Leaving a reply to pick up a remote when someone else accepts it will seriously cut down on this issue. Someone needs to be accountable for these type of tactics.
~Franklin
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D.S commented
Agreed completely. Too many experts are using click and run tactics. As the original expert on the question, we are left with a choice of continuing to help the customer knowing the other expert will keep the customers money when they did nothing at all.
Or, wait for the other expert to help the customer ( which happens maybe 10% of the time )
Directing the customer to customer service always leads to a refund. Seriously team, you need to start suspending the accounts of experts who pick up premium service requests and then never respond to the customer. Do so, and do so publicly, and this behavior will stop.
Unless, Justanswer approves of this click for free money behavior that is "rampant" ESPECIALLY at the end of the month.