Let the first expert see which other (second) expert accepted a remote-assistance
I had it happen several times on me that I was the first expert to reply to a question and then another expert accepted a remote-assistance which I missed to see. All fine with that, he gets paid for it, I get the amount of the original-question. The problem is: several times, experts who accept remote-assistances, simply never contact the client at all (maybe they forget about it, maybe they do it on intention). So the client, after a while, will start complaining that the remote-assistance he paid for, was not performed. And the one who gets the blame and can manage the problem is me as the first expert. Currently there is no way to see which expert accepted the remote-assistance, neither for the customer, nor for me. So all I can do is to tell the customer to contact customer care and most often the customer simply requests a refund later on for everything and that´s it.
Apart from that this highly unethical acting of such experts, I would still appreciate being able to see WHICH expert accepted the remote-assistance, so that I can at least PM that expert and tell him that he needs to fulfill the customers remote-assistance which he just accepted. Right now, I have to go through the Expert Help on my own, trying to find out who was it and letting them know to clarify the situation with the other expert. This is a unacceptable waste of time for the customer AND the experts.
-
Bing commented
Agree with that, completely.
In addition, if the first expert could know the expert working on remote assistance, the first expert can also contribute some hints and findings to help the 2nd expert quickly finish the job and secure the credit for both experts. As experts can communication in technical language, in reality it should be much easier and better than wasting time to ask for the same info from the customer (especially those average and/or senior users.
-
Lorenz Vauck commented
P.S.: The same goes for phone-calls too of course.