270 results found

1. Low Value Questions

   Please stop lowering values on members questions from the low value of 14.74 to the even lower value of 9.00 per question. Appraisers have to do a lot of research in order to obtain all the information customers want on their items. Sometimes many items per question. It is not fair to the appraiser to expect them to work for 14.74 per question much less 9.00 per question. Just be up front and tell the customer they are signed up for a limited amount of questions per month, and once they use them up they have to wait until the next month to ask more. Being up front where they can easily find it will generate many more customers to the site.

   Please stop lowering values on members questions from the low value of 14.74 to the even lower value of 9.00 per question. Appraisers have to do a lot of research in order to obtain all the information customers want on their items. Sometimes many items per question. It is not fair to the appraiser to expect them to work for 14.74 per question much less 9.00 per question. Just be up front and tell the customer they are signed up for a limited amount of questions per month, and once they use them up they have to wait until the… more

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2. Give 100 % of bonuses to the expert who earned them.

   I have noticed that, when I receive a bonus, the amount is not what would be considered a typical amount one would offer. It makes me believe that JustAnswer is keeping a percentage of any bonuses given to the expert who performed "above and beyond" and, therefore, received the equivalent of a tip. Is JustAnswer keeping a percentage of the bonuses given to experts? If so, why? The bonus was paid by the customer expecting that the expert would receive it. Not the company.
   JustAnswer benefits from the experts that perform in exemplary fashion by the fact that it is much more likely that the customer will return and again request services. As experts, we understand that we do not get the full amount paid for the initial question. But bonuses should be ours.

   I have noticed that, when I receive a bonus, the amount is not what would be considered a typical amount one would offer. It makes me believe that JustAnswer is keeping a percentage of any bonuses given to the expert who performed "above and beyond" and, therefore, received the equivalent of a tip. Is JustAnswer keeping a percentage of the bonuses given to experts? If so, why? The bonus was paid by the customer expecting that the expert would receive it. Not the company.
   JustAnswer benefits from the experts that perform in exemplary fashion by the fact that it is… more

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3. Country Selection in UK for legal questions

   Hi,
   I think that there should be a slight change to the "country" selection for customers. As you may know, the law is different in Scotland, Northern Ireland and England/Wales

   Customers do sometimes identify that they are in England and Wales but a lot of the time they just state UK, not knowing that the law is different in each region. Experts then have to firstly identify what region they are from causing a slowdown in the efficiency of answering questions.

   Could this be looked at and changed to give only selections such as
   UK-Scotland
   UK-England & Wales
   UK-Northern Ireland
   UK-British Islands, the Isle of Man, Jersey and Guernsey

   Thanks

   Hi,
   I think that there should be a slight change to the "country" selection for customers. As you may know, the law is different in Scotland, Northern Ireland and England/Wales

   Customers do sometimes identify that they are in England and Wales but a lot of the time they just state UK, not knowing that the law is different in each region. Experts then have to firstly identify what region they are from causing a slowdown in the efficiency of answering questions.

   Could this be looked at and changed to give only selections such as
   UK-Scotland
   UK-England & Wales
   UK-Northern Ireland… more

   7 votes

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4. Customer Opt out

   This new Customer Opt out function is not a bad idea, I just think it needs to be tweaked. Many times customers are opting out and not giving us the experts time to reply. Many times we are looking up information, checking for bulletins or recall information or could be in the middle of typing and the customer opts out. Customers have been opting out with in 1 min to 5 mins. This does not give us the time to respond. Not all Automotive experts are fast typers and it does take time for us to look up information. Allowing customers to opt out at anytime is not fair to the experts time that they are using to look up information. Many times I will be in the middle of typing a long explanation and before pressing enter to share the information, the customer opts out. This is very frustrating to experts.

   I think there should be a time limit for the customer to be able to opt out if they are being helped as well as if the expert is typing to give it a chance to reply. It's only fair for the our time that we spend to find information out to share it before the customer can opt out. Another thought is to have a pop up box warning us that the customer wants to opt out and give us a chance to tell them we are replying. Or allow the customer to see we are type with a message down below so they know we are responding ( like some chat programs )
   This is a suggestion that I think would benefit experts and customers

   This new Customer Opt out function is not a bad idea, I just think it needs to be tweaked. Many times customers are opting out and not giving us the experts time to reply. Many times we are looking up information, checking for bulletins or recall information or could be in the middle of typing and the customer opts out. Customers have been opting out with in 1 min to 5 mins. This does not give us the time to respond. Not all Automotive experts are fast typers and it does take time for us to look up information. Allowing… more

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5. Option to turn Time-based chat on or off

   Add an option in profile that would turn timer in chat on or off.

   That would be similar to signature being turned on or off that exists now (or several other options that are already there).

   6 votes

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6. Display a notification to the customer when rating an answer/Expert in a question page that contains answers from multiple Experts

   I have noticed that some customers, especially new ones, tend to rate the first answer/Expert in the conversation, regardless or other answers/Experts.

   For example, an Expert provides several answers and then opts-out. Another Expert continues to work with the customer and helps them. The customer then uses the first rating box available to rate the service they received at JustAnswer and then leaves. The Expert who opted-out receives a full credit!

   That happens because the customers think they are rating the overall experience they have received at JustAnswer, without knowing that the ratings are specific to Experts; therefore, I suggest a change.

   A notification can be displayed when a customer chooses one of the rating faces on the rating box and clicks Submit. They should be asked to confirm the rating, so a message like this will explain everything:
   “You are about to rate Expert X. Since there are other Experts in the conversation, please review all Experts’ answers before providing the final rating since ratings are specific to Experts. To rate Expert X, click OK. To rate another Expert, click Cancel and use the rating box below another Expert’s answer.”

   Furthermore, most customers don’t care which answer to rate when only one Expert is involved. I have witnessed this several times while using remote desktop assistance. After I have solved the problem, the customer goes to the page to rate me. Even though there are several answers from me, they scroll down and stop when they find the FIRST rating box. They just don’t want to scroll all the way to the bottom, or they don’t know they should rate an answer that actually helped them.

   So, I suggest either adding a notification to inform the customers how to properly rate an answer/Expert, or all ratings at JustAnswer should use the Pearl.com model where the rating box is always on the top of the page near the Expert’s name which customers can easily access when they are done, without the need to scroll down to find the first rating box or the one below an answer that helped them.

   I am sure such implementations would help everyone - the customers, Experts and the administration.

   Thank you!

   I have noticed that some customers, especially new ones, tend to rate the first answer/Expert in the conversation, regardless or other answers/Experts.

   For example, an Expert provides several answers and then opts-out. Another Expert continues to work with the customer and helps them. The customer then uses the first rating box available to rate the service they received at JustAnswer and then leaves. The Expert who opted-out receives a full credit!

   That happens because the customers think they are rating the overall experience they have received at JustAnswer, without knowing that the ratings are specific to Experts; therefore, I suggest… more

   6 votes

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7. Inline Images

   Allow Experts to post images inline with text rather than just adding them as downloadable attachments.

   In fact, greater ability to make the answer content more rich would be fantastic. On the old system, we had a great deal of flexibility to format the content of an answer. On the new system, we have only a basic version of rich text available.

   Being able to post more engaging content will grab and hold customers attention better. The ability for the Expert to simply paste an image into the content, rather than saving an image, then browsing to it on the local computer, would have the potential to greatly enhance the customer experience and the Expert experience.

   Technically, this should be require little effort - upgrading to a more robust editing plugin, like Tiny-MCE.

   Allow Experts to post images inline with text rather than just adding them as downloadable attachments.

   In fact, greater ability to make the answer content more rich would be fantastic. On the old system, we had a great deal of flexibility to format the content of an answer. On the new system, we have only a basic version of rich text available.

   Being able to post more engaging content will grab and hold customers attention better. The ability for the Expert to simply paste an image into the content, rather than saving an image, then browsing to it on the… more

   6 votes

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8. REMOVE the automatic LOCK on chat or Q &A after 24 hours, when expert used Additional Services offer to which customer has not responded.

   Now experts can lock a question for DAYS by just clicking Additional Services. If customer doesn't like the initial answer or doesn't READ it and just goes away, or if the expert discretely advises (in actions or words) that no response to Additional Services offer is needed, then no other expert gets a chance to motivate more participation by customer until the expert has had a week to convince him/her that expert's answer is the only one available, so customer accepts or goes away mad or bored.

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9. Automate the spin of the wheel for chips

   Where an expert has obtained 100 or more spins due to have a large number of chips they can spend a great deal of time 'spinning the wheel' as you have to wait 5 seconds before you can spin again if you have lost, and if clicking too soon you can some times lose a spin.
   Provide an option to 'auto spin' so the wheel keeps spinning until you win (or run out of chips), that way you can answer questions and check back to see if you won.
   To date I have probably lost over an hour of my time 'spinning the wheel', so though its a great incentive bonus, its not very efficient and takes experts away from helping customers.

   Where an expert has obtained 100 or more spins due to have a large number of chips they can spend a great deal of time 'spinning the wheel' as you have to wait 5 seconds before you can spin again if you have lost, and if clicking too soon you can some times lose a spin.
   Provide an option to 'auto spin' so the wheel keeps spinning until you win (or run out of chips), that way you can answer questions and check back to see if you won.
   To date I have probably lost over an hour of my… more

   6 votes

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10. Online Chat session ability for every session!!

    I have found that the availabity of this feature really gets to the heart of the questions and promotes better answers and subsequently more money for everybody. I have a 100% accept return on those sessions and a 33% return on Q & A sessions. Thats alot of potential for immediate income generation that can be implemented easily and feel it would better the site overall and make for a happier more committed expert community and better client satisfaction period...

    Thanks,

    Jason Segale

    6 votes

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11. Change Expert Payment Policies

    I definitely think a change in policy is in order. If justanswer.com values its experts, then a change will be made.

    Customers should be able to rate us for their own purposes. It will enable them to pick the best experts. But our pay should never be contingent on whether or not we are rated. We did the work; we should be paid.

    A customer may not rate us because they went on vacation, became ill, just didn't feel like it, or worse yet, passed away. We still did the work and should be compensated. If they pay, the money should come to us. Period. It shouldn't be refunded simply because they didn't rate us. Is it refunded? We don't even know. Or does this company keep the funds?

    I have a job that was originally posted at $70 and passed to me by another expert. I did the work a month ago! This customer has a 26/26 so it is very peculiar why this customer has not rated me. They weren't even on the site for almost a month. Anyway, the original price was as I said, $70. When I accepted the job and started writing the customer, the price dropped to $33.20! Luckily I had taken a photo of both prices but still I had to argue with the customer service people in order to get paid the $70. Yet I am not being paid the $70 because the customer has not rated me. Nor has their number changed to 26/27. What is going on?

    There should be transparency if the company expects us to be transparent as well, and be held to high standards of ethical behavior.

    I have talked to other experts who say they just figure some times they won't get paid. Why do they accept that? My time is valuable and so is my work.

    There are other expert sites that do not have rating contingencies. Your company may lose some very good experts if the policy isn't changed. And policies change all the time. They are organic.

    I definitely think a change in policy is in order. If justanswer.com values its experts, then a change will be made.

    Customers should be able to rate us for their own purposes. It will enable them to pick the best experts. But our pay should never be contingent on whether or not we are rated. We did the work; we should be paid.

    A customer may not rate us because they went on vacation, became ill, just didn't feel like it, or worse yet, passed away. We still did the work and should be compensated. If they pay, the money… more

    6 votes

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12. Implement "Rating Recourse Reversal" system (reverse unfair negative ratings etc)

    Even has a catchy acronym RRR

    Your Rating system is broken because there is NO means for Experts to dispute and reverse UNWARRANTED and unfair Negative marks

    A new system needs to be put in place...and the freedom extended to Mods to determine, on their own, if an unjust Negative mark was applied via the customer...and quickly remedy the status and reputation of said Expert

    6 votes

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13. Include Customer Name on Phone Requests

    Currently, when an Expert accepts a phone request, the customer's phone number displays.

    Enhancement: Also show the customer's name to facilitate contacting the customer. If this would raise a privacy concern, you could prompt the customer with "How do you like to be addressed?". They can put anything - and it would still be helpful to start the call with "Hello Bubba" or whatever rather than just saying "Hello, this is Mantastic Mike from JustAnswer" and waiting for them to know what that means.

    6 votes

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14. Rx Not Provided

    Is it possible to screen these people out that are looking for an online prescription. I seem to be getting those questions quite often. May be a little disclaimer before the customer starts that says JustAnswer does NOT provide prescriptions.....Just a suggestion to avoid negative ratings and customer asking for refunds.

    6 votes

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15. Medical experts should not be allowed to answer homeopathic questions

    Site JA dose not allow homeopaths to answer medical
    questions then why site is allowing medical experts to answer homeopathic
    question?
    This is only my concern if homeopath is not allowed to
    answer medical questions then why medical experts are allowed to answer
    homeopathic questions?
    As every homeopath knows much about medical science, but
    medical experts don know a single word about homeopathy it is entirely different
    system of treatment.
    This is all about site quality and promises we offer to
    customers, if customer asks for homeopathic question and receive wrong medical answer
    then tell me what kind of impression of site JA customer get and will he or she
    again visit or post question?
    It is like this example (try to understand) if a man goes to
    car showroom and ask for car and car showroom owner give him potatoes instead of
    car, you can imagine what he thinks about that car showroom owner?
    Only because of this issue we lost our most customers, as I started
    this category you can check my answers I assisted 30 to 40 customers per day then
    site let other medical experts to answer homeopathic questions and now we are
    not having even 2 to 3 customers per week.
    Main problem is after wrong answer by medical expert I will
    post my answer or report against expert, but customer also read all this and
    get very bad impression.
    Again I wrote every thing which I can to save my homeopathic
    category, kindly make sure that homeopathic questions are not allowed to medical
    experts otherwise you can see we can not have even 2 to 3 customers per week and
    that would be our negligence.

    Site JA dose not allow homeopaths to answer medical
    questions then why site is allowing medical experts to answer homeopathic
    question?
    This is only my concern if homeopath is not allowed to
    answer medical questions then why medical experts are allowed to answer
    homeopathic questions?
    As every homeopath knows much about medical science, but
    medical experts don know a single word about homeopathy it is entirely different
    system of treatment.
    This is all about site quality and promises we offer to
    customers, if customer asks for homeopathic question and receive wrong medical answer
    then tell me what kind of impression… more

    6 votes

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16. Clients requesting a refund.

    Recently I had a client accept an answer and within minutes get a refund. This client now appears as having 2/2 accept when in fact they should have 1/2. Or, maybe 0/2. How about coming out with a system that tracks clients that continue to request a refund after having accepted the question?

    5 votes

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17. Categories need to be cleaned up!

    Please remove RV and Motorcycle from the Car category. An RV is an RV, not a car. A motorcycle is a motorcycle, NOT A CAR. This is the experts' page. If an expert wants to see RV and motorcycle questions, add a checkbox for RV and motorcycle and allow ALL car experts access to the box. Then they can decide if they want to see them on their question page. You are going under the assumption that since we are mechanics we can fix RV's and motorcycles! That's stereotyping! For that matter, I know a lot about plumbing and building and I know a lot about business and law! Please dual cat all of those questions into the car category as well! Please understand my point. This is extremely annoying to see questions for vehicles that I know nothing about and do not care to see. We have this fancy new experts page and you are cramming everything into one category. There also needs to be a separate car and UK car category and the cars need to be kept separate. Whoever is dual catting these questions is just being lazy. Please let me know if something is going to be done or if this is just falling on deaf ears. THIS NEEDS TO BE CORRECTED!

    Please remove RV and Motorcycle from the Car category. An RV is an RV, not a car. A motorcycle is a motorcycle, NOT A CAR. This is the experts' page. If an expert wants to see RV and motorcycle questions, add a checkbox for RV and motorcycle and allow ALL car experts access to the box. Then they can decide if they want to see them on their question page. You are going under the assumption that since we are mechanics we can fix RV's and motorcycles! That's stereotyping! For that matter, I know a lot about plumbing and building… more

    5 votes

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18. Ask customer for the make, the model and the serial number of the engine.

    This saves the expert and the customer allot of time.
    The correct expert that knows that engine can reply.
    As it is now we have to ask for the make, the model and the serial number. Then we fiund out we don't work on that particular engine. The expert has to opt out. Then another expert might pick it up. Then customer never comes back.
    Also I don't reply to allot of questions that don't have this info.

    5 votes

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19. Deactivate inactive expert accounts.

    Categories sometimes get saturated making it too competitive and difficult to work. Sometimes inactive experts come back making it even more difficult. I propose that if an expert has been inactive for a certain amount of time, 6 months or so, their account should be deactivated and they have to apply to the category again.

    5 votes

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20. Put viewing feedback to the way it used to be

    We used to be able to view our feedback in a category and see which questions they correspond to. Now we just see the feedback and have no idea what the question was.

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