Orientation 2016

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orientation

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Welcome!

Expert Orientation

Congratulations on being chosen for the Expert Program, powered by Directly.

Directly makes on-demand apps that help companies improve customer service.

Directly enables experts like you to earn rewards for answering questions about products you love and understand. This orientation will walk you through the web version of the Directly app.


The Directly App

Expert Orientation

Whether you’re using the web or mobile version of the app, you can find most of what you’re looking for here on the dashboard. You

should see your photo, but you won’t have any stats or a customer satisfaction rating yet.


Dashboard: Stats Bar

Expert Orientation

The stats bar will track your progress. Answers – The count of all your answers from day one. Balance – Rewards you’ve earned available for cash out Helpful – Lifetime % of positive and neutral ratings Points – Total earned this week This Week – Your points ranking vs. experts across all networks for the week View profile - View and change your personal profile


Dashboard: Taskbar

Expert Orientation

Tasks for You: ● Messages are on the top of the task list ● Next come responses from questions you’ve already

answered that need a follow up from you ● Next come new questions to answer ● Click on any task and it appears on the left side of your

dashboard

Routing Status: This dot can be green, yellow or red, indicating the allocation of questions coming on your taskbar. Roll over the dot for more detail.

Customer Satisfaction: Once you have received 10 ratings, you’ll see your rating and how it compares to your peers


Getting Started

Expert Orientation

The best way to get started is to review questions that already have answers. From your dashboard’s task bar, click on a question. Find one that has at least one answer and consider how your answer would compare. You can share in the reward and earn points for that question by voting on answers.

Upvote:Answers you think are helpful to the customer. You’ll earn a point.

Downvote: Answers you think are incomplete or unhelpful. You’ll earn a point.

Choose a best answer:You’ll points by choosing an answer, if the customer rates the answer as helpful and the customer accepts the answer you will earn additional points for choosing the correct answer.


Answering Questions

Expert Orientation

Here are a few tips on how to answer a question

● Greet the customer ● Introduce yourself ● Acknowledge customers concern● Stay Positive ● Provide useful links ● Provide a walk through ● Answer all follow up questions

Reroute when you can’t resolve the issue

Sample Answer:

“Hi Lisa, I’m Rey, a Directly Expert and Community Manager. I understand that you are attempting update your profile.

Here is a link: https://www.directly.com/account/settings

You can also find this same link located in the upper right hand corner next to your avatar.“


Choose Wisely

Expert Orientation

If you don’t feel you can provide the best answer this time, simply click “Next task” and go to the next question.

If a question clearly requires resources an expert doesn’t have access to in order to best answer the question, reroute it back to the company.

If another expert has already provided a great answer, select it as best answer and go to the

next task.


Directly’s Expert Code of Conduct

Expert Orientation

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 kindnessSome 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 onlineOur tools provide a seamless hand-off between you and the company, providing the best experience.

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.

The best communities start off with guidelines on how they interact with customers and each other. Directly’s experts have found this code to be a helpful guide.


Customer Ratings

Expert Orientation

● Once you’ve provided an answer, the customer can rate their experience by clicking on one of the above smileys.

● The customer can provide a rating at any time, even if the question has been rerouted back to the company.

● While you are still helping the customer, you might receive a rating. It is ok to acknowledge the customer’s dissatisfaction and ask what you can do to resolve things to her satisfaction as long as you don’t specifically ask for a positive rating.

For example, experts have followed up with a customer like this: “I see that the answer I provided was rated unhelpful. What can I do to resolve the issue to your satisfaction?”


Customer Satisfaction

Expert Orientation

● Customer satisfaction is calculated by dividing positive ratings by all ratings

● This calculation continuously updates the past 30 days’ ratings ● Hover over your customer satisfaction bar, and you’ll see a pop-up

showing your positive and total ratings for the past 30 days.


Points and Rewards

Expert Orientation

● Earn points by voting, choosing, and answering questions. Rewards for a question are calculated from the points earned by each expert on that question

● The monetary reward on each question is shared between the experts that helped. 70% of the rewards goes to the Expert with

the most points for that question

30% of the rewards will be split proportionally by other experts that also answered and voted.


Rewards

Expert Orientation

● Rewards are calculated every Saturday night for the previous week’s activity.

● The week’s rewards are posted on your dashboard by Sunday morning Points that have not settled due to open cases will carry over to next week's payments.

● Cashout requests are typically processed once a week on a Wednesday or Thursday.

● If you miss a cashout for the week your balance will carry over until you cash out.

● Cashout payments are through Paypal.


Settings and Alerts

Expert Orientation

● From your dashboard, click settings to update your web and mobile notifications.

● Choose the alerts you want and where you get them

● Download the mobile app by searching for “Directly app”


Expert Resources

Expert Orientation

Click on Expert Resources to find the drop down navigate to your Expert Dashboard, Expert Hub, and the Expert Forum.


Expert Forums

Expert Orientation

Communicate, collaborate, and share with other experts.

Find out the latest news from our active expert community. The Expert Forum is your source to share best practices and get to know your fellow experts. Be sure to drop in and introduce yourself!


Expert Hub

Expert Orientation

This is your learning resource for more in-depth articles on all the topics covered in this orientation, plus articles and updates from the company you are an Expert for.

Can’t find what you’re looking for in the Expert Hub shoot us a question!

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● Introduce yourself in the expert forums ● Learn more about directly @ the Expert Hub ● Start earning points and rewards now by going to

your dashboard

Take the first steps

Small Business & Entrepreneurship

Orientation 2016