270 results found

1. add a "expert not online" tab

   sometimes customers get impatient if we dont answer them right away and they get mad.
   if we add a "im not online, but ill be with you as soon as i can" tab at the top of the page, than they might not leave so many "helloo" or "why arent you answering me" replies
   thanks

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2. make it possible to move the Call Request pop-up so we can see what's behind it.

   I have had a lot of customers who accidentally accept (or don't realize the calls are extra) who will post "I can't afford that!". If we could see what was behind the pop-up, without being first obligated to accept or decline, this would save effort of customer service and increase satisfaction of the customers.

   Additionally, when you click past the call request to see what information was posted, it automatically declines.

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3. For tech(email) related issues, customer contact number must be visible on the page.

   Generally, we help old customer here at Justanswer for tech(email) related issues. If there is email related issue, customer does not get emails from us and cannot reply back to us in most of the cases as he/she once closed down the justanswer page.

   In this case, customer contact number must be visible and we should be permitted to call them on that number so that we can continue to help our customers.

   And once we fix the issue, this will make repeat customers.

   All of the tech support companies in the world use phone support first and then remote or email support.

   Now a days, there are few questions in this category and expert are paid only if customer rate the answer.

   Please forward my request to higher authorities.

   Generally, we help old customer here at Justanswer for tech(email) related issues. If there is email related issue, customer does not get emails from us and cannot reply back to us in most of the cases as he/she once closed down the justanswer page.

   In this case, customer contact number must be visible and we should be permitted to call them on that number so that we can continue to help our customers.

   And once we fix the issue, this will make repeat customers.

   All of the tech support companies in the world use phone support first and then remote… more

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4. Custom notification sounds for new tickets and customer responses

   It would be great to have the ability to "choose" what we want as the default sound for new tickets.
   But even better would be the ability to have 2 different selectable custom sounds, one for when a "NEW" ticket enters the queue (example: Ding-****), and a different sound when a customer responds to an experts answer. (example: Doink)
   In addition, it would be super cool to add a third or fourth sound for when we get a negative rating (example: Aoooga), and when a customer accepts an answer. (example: Cha-Ching)
   Thanks for considering.

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5. Put the customer's phone number on the call acceptance page.

   I don't want my calls recorded by the JA call interface which now is the only option displayed. It's a pain to find my way back to the question thread to get the phone number. Google voice works just fine to maintain my privacy.

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6. Stop using the words "The expert can SOLVE this for you".

   When the site is greeting the customer with the automated response system, remove the words "The expert can SOLVE this for you".

   I have lost count how many customers rate negative and/or walk away because they perceive a bait and switch. They cannot accept the reality that their problem can only be SOLVED by actual diagnosis, ordering parts, etc.

   When the site uses the word SOLVE, they expect nothing less than the expert to fix their problem by pressing a magic "button", and when there is no "easy fix", there is no positive rating.

   Remove "SOLVE" now.

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7. Consider eliminating the minimum $5 charge for call offers we are allowed to make to customers.

   I would truly like to see the $5 minimum up-charge for a phone call eliminated for times when I choose to offer a call to a customer. I know that some customers cringe at the up-sell and view my offer as insulting rather than a desire to truly best help them with their questions and issues.

   Now, especially with new customers I can see a real potential benefit to experts being able to offer them a call for the price-point that they have chosen for only a question. Most customers with whom I speak are very thankful and impressed with the benefits of the call and I can't help but think that we experts could easily turn these first timers into repeat customers and even subscribers to the site, if only the expert would be allowed to offer the call at no additional charge. The simple fact is, for many customers with complex questions who have already offered between $50 and $60---total payment price---for an answer, I don't personally feel a need to charge them an additional $5, and I believe that many more customers would be receptive to the offer of a call if it were at no additional charge.

   I would truly like to see the $5 minimum up-charge for a phone call eliminated for times when I choose to offer a call to a customer. I know that some customers cringe at the up-sell and view my offer as insulting rather than a desire to truly best help them with their questions and issues.

   Now, especially with new customers I can see a real potential benefit to experts being able to offer them a call for the price-point that they have chosen for only a question. Most customers with whom I speak are very thankful and impressed with… more

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8. What is the model/year of your .......

   What is the model/year of your ..............
   I have notice in most Vehicle Categories the Customer is asked:
   What is the model/year of your..........(nissan, chevrolet, ford, etc)
   Please ........we need it broke down into "2" questions to the Customer
   What is the "YEAR" of your...........
   What is the "MODEL" of your ..........
   Most customers are NOT posting one or the other
   We need as much info as possible, otherwise customer may not even come back

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9. Limit the amount of troubleshooting and questions "Pearl" asks

   I was wondering if we could ask "Pearl" to not ask customers if they've unplugged their TV for a few hours in her opener? It's not relevant and actually confusing for most of the customers posting- and can also be construed as an "Answer" (since it offers troubleshooting- albeit, incorrect troubleshooting). Many of the questions have to do with settings in the TV, enabling a digital audio output, setting up the Wi Fi on the TV, changing the Input, or simply connecting the correct cabling. Unplugging the TV would only be a necessary troubleshooting step in roughly 10% of the questions posted (in my honest opinion). Thank you for taking a look and for your consideration! Bets wishes, Aric

   I was wondering if we could ask "Pearl" to not ask customers if they've unplugged their TV for a few hours in her opener? It's not relevant and actually confusing for most of the customers posting- and can also be construed as an "Answer" (since it offers troubleshooting- albeit, incorrect troubleshooting). Many of the questions have to do with settings in the TV, enabling a digital audio output, setting up the Wi Fi on the TV, changing the Input, or simply connecting the correct cabling. Unplugging the TV would only be a necessary troubleshooting step in roughly 10% of the… more

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10. We finally need a custom bonus option *after* a remote assistance was done

    Hi JA Expert Ops,

    I want to emphasize once again that we really do need a way that a customer can enter a customer bonus amount AFTER a remote assistance was sold to them via the "Write a review give a bonus" button. It is lost money for JustAnswer and for us as experts otherwise.

    I know that they can enter a custom amount if submitting a manual rating (so without a remote assistance), but after a remote assistance has been done, I have the case ever so often that they wish to pay a $20 bonus because they´ve been very happy (I always go the extra mile for all the customers and fix things they did not ask for, which they are happy about afterward).

    Right now, they can only go back to the question page, click the "Write a review or give a bonus" button and can only select a predefined % amount (up to %50), but can´t enter a customer amount. Because the % amount relates to the value of the original question, it often can´t go any higher than $10 (most often lower than that, depending on whichever value the original question had).

    I know that you´ve told me that they can call customer care to pay a higher bonus, but few are actually ready to go through this process. It is beyond me why you can´t simply add a field for a bonus amount that they can enter on their own - just like it already is the case when they are not having a remote assistance and send a manual rating.

    We are throwing away free income here, many of my remote assistance customers want to pay a much higher amount than the predefined %, but are still not willing to call customer care for that. Remember, they are in a temporary great mood and want to pay the bonus NOW and uncomplicated, why don´t we give them that option? Are we too rich already? :-)

    Best regards,

    Lorenz

    Hi JA Expert Ops,

    I want to emphasize once again that we really do need a way that a customer can enter a customer bonus amount AFTER a remote assistance was sold to them via the "Write a review give a bonus" button. It is lost money for JustAnswer and for us as experts otherwise.

    I know that they can enter a custom amount if submitting a manual rating (so without a remote assistance), but after a remote assistance has been done, I have the case ever so often that they wish to pay a $20 bonus because they´ve been… more

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11. Requests for Prescriptions

    Hi, it seems like close to 40-50% of customers are seeking prescriptions or prescription refills in the pharmacy category. I know there is an intake template which they fill out before the question is forwarded to an expert (how long has it been going on, have you seen a doctor, etc). I think it would be prudent to put a disclaimer at the top of this template to indicate that the experts on the site will not be able to prescribe or call in prescriptions for them.

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12. Establish an trusted expert scheme for automatic accept

    I've been an Car expert on Just answer for over 10 years now and there's an aspect to the site which has never sat well with me.

    Chiefly that I have to answer 300 questions a month to get paid for 200. This is mainly down to a large number of customers whom post the question, read the answer and never return to rate or bother to rate .
    NCR's can help with this but this relies on me going through the question list regularly to follow up and unless the customer has left sufficient thanks ( which is rare) the NCR will not qualify in any case.
    Obviously the current system provides some protection against expert abuse but it is very strongly weighted in favour of the site.

    What I'd like to propose is for long serving experts ( post 2 years service ?) which you would hope have earned a level of trust, is that any question that has received an answer of over 100 words will automatically qualify for an accept after a period of 10 days has passed.
    What do you think?
    As the current system is quite dispiriting and I'm growing rather disillusioned with it all

    I've been an Car expert on Just answer for over 10 years now and there's an aspect to the site which has never sat well with me.

    Chiefly that I have to answer 300 questions a month to get paid for 200. This is mainly down to a large number of customers whom post the question, read the answer and never return to rate or bother to rate .
    NCR's can help with this but this relies on me going through the question list regularly to follow up and unless the customer has left sufficient thanks ( which is rare)… more

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13. I would like to recommend a new category withing the "car's" section for (body/trim). We get so many questions

    Now we can also have new experts to answer those unanswered questions too.

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14. OLD Radio UNLOCK Codes should be allowed in "CAR ELECTRONICS" ONLY!.

    In regards of "Providing any sort of codes to a customer is considered a site policy violation", this is not good for the Customer nor JustAnswer.
    I have been in the Mobile Electronics Business for over 40 years, and providing Radio UNLOCK Codes is NOT a "liability", but a needed asset for Mobile Electronics.
    No one consulted me about this, and In all my over 40 years of 5 shops in different states, I have never had an issue when providing Radio UNLOCK Codes.
    The Radio UNLOCK Codes that JustAnswer should allow are the OLD GM, FORD, HONDA, ACURA and AUDI Radio UNLOCK Codes, as these are available all over the Internet and specific Vehicle Sites, in which the Customer is unaware of or to lazy to search for.
    What good is the "Car Electronics" Category, IF we are not allowed to help Customers that might own Shops and disconnected the Battery, Customers that disconnected the Battery, Mobile Electronics Shops, etc., that have to have these Radio Codes, that others can supply on the Internet.
    That is no way to help or keep a customer returning to JustAnswer.
    There is nothing Secret about locating these Radio UNLOCK Codes.
    They are either available or the Customer has to send the Unit to the Manufacturer.
    I am "in no way" judging JustAnswer, but trying to have those that make these decisions, look a little further of helping the Customer and keeping the Customer.
    Providing KEY Codes, Anti Theft Codes, Transmitter Codes, Ignition Codes, etc., should ALL be prohibited by JustAnswer.
    .
    Thanks

    In regards of "Providing any sort of codes to a customer is considered a site policy violation", this is not good for the Customer nor JustAnswer.
    I have been in the Mobile Electronics Business for over 40 years, and providing Radio UNLOCK Codes is NOT a "liability", but a needed asset for Mobile Electronics.
    No one consulted me about this, and In all my over 40 years of 5 shops in different states, I have never had an issue when providing Radio UNLOCK Codes.
    The Radio UNLOCK Codes that JustAnswer should allow are the OLD GM, FORD, HONDA, ACURA and… more

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15. Screen connect for Mac is a very complicated process for Mac customers.

    Suggestion to make screen connect compatible for Mac system.The current option to connect to a Mac using Screen connect is a Java file which is a complicated process for Mac customers also 9 out of 10 times it wont work so please make a dmg file instead of java for easiness.Currently experts are running out of free apps that allows to connect to a Mac computer.

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16. Fix the multiple email notifications

    This issue has been going on for weeks.

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17. Experts shouldn't be blocked from answering a new question until they have two or three pending Replies to respond to.

    Many times Replies in a continuing thread do not need an quick response. Getting blocked from a new question to answer simple greeting type Replies is unfair. The expert should be permitted to decide the Answering order. Suggest limiting to 3 waiting questions before blocking a new answer.

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18. Agree button is NOT used effectively to induce customer payment. Changes should be made. See my comments below.

    The current format only accepts one or two "agrees". This must be changed so that ALL agrees are shown -- it is more powerful to see "6 experts agree with this" than just one and may help convince the customer to pay the expert for their time. Each agree should be separately emailed to the customer WITH any comments made by the agreeing attorney in the body of the email. A customer might pay the first expert if he gets 5 emails that tell him that the expert gave "A 100% correct answer" with a line or two comments regarding the answer, case or question. I am glad to help my fellow experts towards being paid for their time by reviewing answers and agreeing with a short comment or two if it will help and I am certain my colleagues would do the same for me.

    The current format only accepts one or two "agrees". This must be changed so that ALL agrees are shown -- it is more powerful to see "6 experts agree with this" than just one and may help convince the customer to pay the expert for their time. Each agree should be separately emailed to the customer WITH any comments made by the agreeing attorney in the body of the email. A customer might pay the first expert if he gets 5 emails that tell him that the expert gave "A 100% correct answer" with a line or two comments regarding… more

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19. Remove "To finish..." from the rating menu.

    This confuses the customer because they think that when they rate their question closes and they cannot post follow-ups. So sometimes they go away and never rate. Yes, I know that auto-email reminders to rate are sent, but since JA conveniently withholds certain statistics to themselves, it is difficult to tell how often those auto-email reminders actually work.

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20. Please add to the character count in the description under the title of the expert

    This seems to have had a wider count at some time as some experts have added more information than I seem to be able to get in the field. If this was narrowed, I think it should be opened up again as it does add trust to have a bit more information under the title and picture if possible.

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