powered by directly

expert orientation

welcome!a simple idea

program goals

overview

key features

rewards

guidelines

next steps

questions

LisaDirectly

TimDirectly

ValentinoCasper

a simple idea

“our top community members

know almost as much about Casper

as we do”

…and what if we could reward them for helping customers?

during this test, we’ll open about 200 tickets per week to

Casper’s experts and see if we can:

deliver an even faster and better support experience

reduce the ticket backlog and # of resubmitted tickets

leverage the knowledge & passion of the Casper community

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goals

who is directly?

directly makes on-demand apps that help companies

scale support and improve customer service

questions from customers will be

sent to experts via email and via

their mobile phones.

experts will earn rewards by

answering questions and helping

out. The reward amount will be

shown on each question.

questions will “escalate” to

Casper’s support team if experts

escalate them or the customer still

needs help.

overview

webexpert dashboard

mobileexpert dashboard

Google Play or Apple iTuneshttp://casper.directly.com

two ways to help

voting flagging escalatingIf you see a good answer from another expert, vote for it and

add a comment

If you see less-than helpful behavior from other experts,

flag it and we’ll review it

If you see a question that only the support team can answer,

such as password reset, escalate it!

three key features

you’ll receive points each time a customer rates your answer

helpful or an expert votes for your answer

a $ reward on each question is

shared between experts that help

points & rewards

A $ reward on each question is

shared among experts who help

Your weekly report on Sunday

morning summarizes your weekly

earnings. Cash out via PayPal

through your dashboard after

receiving your weekly report

rewards

smile!this may be the person’s first interaction with the Casper

community!

guidelines

Choose wiselyAnswer the questions when you know the solution. It's okay to leave the question for another when you don't.

EmpathizePut yourselves in the customer's shoes. Think about how you'd feel, how you would view your answer.

Follow throughOnce you engage with a customer, follow through. Customer replies will be at the top of your feed.

CollaborateVote for your fellow experts who provide a good answer and flag those that are falling short.

Communicate clearlyUse proper spelling and grammar. Never use net-speak or shorthand that can confuse the customers.

Be personalUse your real name and a personable photo. Customers will respond with better ratings.

Be professionalDon't make disparaging remarks or argue with the customer or other experts.

Kill with kindness Some customers will be angry. It's your job to rise above and be relentlessly positive.

Go the extra mileThe best answers almost always involve going way beyond the call of duty.

Keep the conversation online Our tools provide a seamless hand-off between you and the company, providing the best experience.

Source: https://helpcenter.directly.com

code of conduct

DO• answer questions completely and accurately

• read other experts’ answers before replying with your own

• select answers that are helpful to the client

• flag answers that are incorrect, rude, or inappropriate

• personalize your answers to the client you are answering

• watch your spelling and grammar

DON’T• spam or share referral links or promotional codes

• ask the client to accept or rate your answer

• use “netspeak”

other guidelines

Go to the Expert Hub on your Directly dashboard for

more info on:

• helping the customer

• points & payments

• routing & alerts

• flags, voting & ranking

learn more

https://casper.directly.com

directly.com/help

Lisais here to help!

ask our expert expert