Spiels

Opening Spiel
Thank you for calling JustAnswer. My name is (state your name). How can I help you today?
(Greetings - Branding – Name - Assistance)
Closing Spiel
No account: Thank you for calling JustAnswer. Have a good day.
Has account: Thank you for being a JustAnswer customer. Have a good day.
CSAT Process
CSAT status in five: 1 - no need to offer – transfer to the survey line
CSAT status in five: 2 - no need to offer - end the call
CSAT status in five: blank 0 3 4 5 6 7 8 9 – offer
When do we tag no CSAT (NOCSAT) in Kayako?

- If the caller falls on the no csat type of customers (CSAT status in five is 2, this means the customer declined
the survey)
- If the customer declined the offer (CSAT status in five is blank 0 3 4 5 6 7 8 9, meaning you can offer a survey
but the customer declined the offer)
- If the call came from bank rep or wrong company.
CSAT Spiel
Would you like to take a survey on how I assisted you today? It will help us improve the level of support we
offer to our customers.
Ghost Spiel Sample

Opening Spiel - 3x
Caller, I don’t hear any response from your end. If you can hear me, please dial the same number again. I’m
going to release the call so I can attend to other customers on the queue.
Closing Spiel
What are the 3 ways to experience Pearl Wilson as a first time user?
-When you post a question using google.com
-When you access archive questions
-When you choose a category in JustAnswer website
WHAT/WHO IS JUSTANSWER
 JustAnswer is a 3rd party paid question and answer website that connects customers to verified
Experts.
RESPONSE TIME SPIEL

 While JustAnswer cannot guarantee or predict a response time, most questions are answered in a
timely manner. Response time is affected by the number of Experts online, question volume, and the
difficulty of individual questions.
JUSTANSWER IS NOT A SCAM

 I can assure you that JustAnswer is a not a scam and we have an A+ rating with the Better Business
Bureau
MARK HIGH SPIEL

 I have marked your question as high priority and chances of getting an answer is now increased. I will
also alert the Experts online and inform them that you need an answer as soon as possible. You will
receive an email once an Expert responds.
VOIDED SPIEL
 The most recent charge has been voided. This means we were able to cancel the charge before the
funds left your account.
 I have already cancelled the pending charge on your account. Since these charges are still on
pending, it will just simply drop off the account within the next 3 - 5 business days. You will receive an
email confirmation within the next 2 hours.
REFUNDED SPIEL
 I have already refunded the charges on your account. You'll see the credit normally within the next 3
- 5 business days depending on your card company's policy. You will receive an email confirmation
within the next 2 hours.
PAYCCDEC
 It seems that your bank/card company has put a security hold on the transaction. I would suggest
that you contact them and advise them that you authorize the charge from JustAnswer.
PAYSYS – PAYMENT SYSTEM

 When you post a question, you will be charge for a certain amount depending on the category,
urgency and difficulty of your question.
 The way our payment system works is that the customer selects the price they’re willing to pay for an
answer, in your case $X. $5 of that $X is paid at the time the question is posted and the remaining
balance of the question price, $X, is collected once an Expert responds.
Pay5 (a PPQ customers who think they were only paying for $5)
 our payment is divided in to two, a $5 charge as an initial payment once you posted a question and
the remainder amount will be deducted once the Expert responded to your question
PAYSYS USING PAYPAL

 When asking a question on JustAnswer, a customer sets the dollar amount that they are willing to
pay for a satisfactory answer to their question. Before the question is posted, the customer must
make a good faith deposit for the full amount that they are willing to pay for the satisfactory answer
to their question.
The reason behind the good faith deposit is to assure both Experts and customers that the
transaction will be successful. The customer knows that they don’t like their answer, their deposit will
be refunded as part of our 100% satisfaction guarantee. The Expert, in turn, knows there will be
funds to pay for the answer.
SUB NOT RETROACTIVE – customers who think the 1st question was covered by the membership
 You signed up for JustAnswer's monthly membership plan which allows you to ask Experts multiple
questions per month for a single monthly fee. However, the membership plan is not retroactive, so
any questions posted before you signed up are on a pay-per-question basis and subsequent questions
will be covered under the membership.
EOB Reminder (end-of-billing)

 They will not be billed again, but they will still be able to post questions until the end of their billing
cycle.
EOB - Sample spiel

 I have turned off your membership and you will not receive any further charges after this however
you can still post multiple questions until the end of your billing cycle which will be on (date)
Scam Spiel
 I can assure you that JustAnswer is a not a scam and we have an A+ rating with the Better Business
Bureau.
How will you identify a fraud transaction?

 If the customers are claiming that they don't recognize the transaction (the question, amount and the
company - Probe)
 If they claim that someone used their credit card (probe)
Probe (fraud transaction):

 Do you have a family member that might have posted the question?
 Any of your family members who has access/uses your cc?
 Template to use when Escalating a Claims Fraud account:

Name of customer:
First 6 and last 4 digits of card:
or, PayPal email address:
Issue summary:
Email address:
Amount of charge(s):
Date of charge(s):
Phone number:
Best time to call:
Additional notes:
SPIELS AND CALL FLOW PROCESS
Unaware signed up with the membership

 “I certainly understand how you are feeling right now. Personally, I would feel the same way if I were
charged of something I’m not aware of. Let me handle this for you. It looks like you accepted a free
trial offer to try our membership program. At the end of the trial, the membership bills automatically
to avoid disruptions in service. I have opted you out of the membership…”
 “It really feels frustrating seeing charges you’re not aware of and I do appreciate your patience on
this. Let me handle it for you”.
Doesn’t membership
 "I'm glad that you tried out our service, but I'm a bit saddens me that you no longer need the
membership. I respect your decision and I will be assisting you with this.
 “I understand that it’s not ideal for you to continue with the membership at this time. I’ll go ahead
and assist you with your request today”
 "That's really sad to hear, I mean, of course we want you to stay using our service it's just that we
hate to see you go. But no worries, I'll be glad to be of service"
Unaware they used the service/Unaware of the charge

1. Educate who is JustAnswer
 “I understand that this might have caused confusion. We are JustAnswer, a 3rd party question and
answer website that connects customers to verified Experts”
2. Ask the customer if they can remember posting a question or authorized someone to use their card
 “Do you remember posting a question on our website or perhaps authorized someone to use your
card?”
 If the customer can recall signing up, proceed asking for the customer’s phone number (follow
verification hierarchy) accompanied by assurance statement
 “I will definitely assist you with this and locate the transaction for you. Can you please provide me
with your phone number/email address you used to register with us?”
 If the customer can’t remember using the service;
2.1 Agent can try to locate an account using the phone number that the customer used to call
2.2 If no account found, proceed asking for the card information where the customer seen the charge
 “Now that I am aware of the situation, I will definitely try my best to fix it for you and check the
reason why you were charged. For me to locate the transaction, I will be needing the first six and the
last four numbers of the card (note: It’s not necessary to get the 1st six numbers of the card. You still
can find the charge even just using the last 4 numbers of the card), date of the transaction, and the
amount
Wrong Company
1. Callers thought we are (Roku, Apple, HP, Samsung, etc.)
1.1 If question is not yet posted
 "I’m sorry for any confusion but you have reached JustAnswer a paid online third party, question and
answer service. We are not affiliated with (state the company name) however, we have available
Experts who can help you.
1.2 If question has been posted
 "I’m sorry for any confusion but you have reached JustAnswer a paid online third party, question and
answer service. I can see that you have posted your question with us. Certainly, you are welcome to
contact (manufacturer/product name) directly, but if you would like to proceed with your question,
we have available Experts who can help you.”
2. If customer wants to speak to the actual manufacturer (Roku, Apple, HP, Samsung, etc.)
 "Certainly, you are welcome to contact (manufacturer/product name) directly. But if you encounter
any challenges getting help from them think of JustAnswer we would be happy to help you.
Answer Quality Issue / No Answer

 “I’m sorry you are having this problem. Now that we are aware that you haven’t received an answer /
you are not satisfied with the answer, I will make sure that it gets sorted”
 “Thank you for bringing this to our attention and I’m sorry if our service fall short to provide the
answer you needed. I’ll do my best to assist you with this”
 “Glad to hear that your issue has been resolved and I realize that our service didn’t work out for you
well, but I will make sure that I’ll be assisting you with your request”
Retention Transfer spiel

I’m going to hand you off to one of our ‘Customer Experience’ agents, and they will take care of your requests
– just give me a minute okay?
I really appreciate your patience here, name- it looks like our Customer Experience Team is super busy right
now, so instead of making you wait any longer, I'll be taking care of you today.
Retention Transfer
 Make sure the account is valid for retention transfer by checking the membership page (if the
membership is active or not)
How to transfer a call to T2-Retention

 After providing the info under comments section in five9
1. Click Transfer
2. Select Retention Team
3. Make sure you transfer to *Campaign* not ~skill~
3. Make sure warm is checked
4. Click Begin Transfer
Info under comments section in five9

 VCC Info – Five9 (Email Address/Phone Number):
 Customer’s First Name:
 Type of Transfer Call:
o Examples of Type of Transfer Call - Cx Experience Issues:
 Expert/Answer Quality
 No Answer
 No View
 Speed of Response
 Reason for Cancelation/Refund Request:
o insight from cx (comments)
 Attitude/Emotional State of our Customer:
o Examples of emotional state:
 Happy
 Sad
 Passive
 Frustrated
 Mad
 Pissed off
 Disappointed
 Worried
 Include the link to the Question – located in question page (For printer category only)
MEMO - Issues/concerns that can be refunded (Refundable)

Remember: JustAnswer will only provide refunds within 90 days for Site Experience Issues:
 Expert/Answer Quality
 Response Time
 No Answer
 Service Misconception / Wrong Company
 Guest Accounts / Duplicate & Follow-Up Questions
Note: Refunds only provided upon customer request – No Proactive Refunds.
Non-Memo Customers and OLD MEMO

 No change to Refund Policies and Processes
MEMO/Membership highlander - Issues/concerns that can be transferred to Tier 2 or Level 2 agents

(Transferrable)
 Expert/Answer Quality
 No Answer
 No View
 Speed of Response
When do we create a follow-up plan?

 A Follow-Up Plan will need to be created EVERY TIME we send a retention offer to a customer.
 A Follow-Up plan will need to be created for EVERY email we send where we are asking for the
customer to respond.
How to Create a Follow-up plan in email?

 To Create A Follow-Up Plan:
 Set “In hours…” to 24
 Ensure there is a Check Mark in the “General” Box
 Ensure the drop-downs are set as follows:
o Department = Tickets (or original folder)
o Owner = Unassigned
o Type = Issue
o Status = Open
o Priority = Low
 When done, click “Update”
What if there’s no response (24 hours)

 If they were eligible for a refund
o Take the requested action(s) our customers asked for, including refunding of charges
 If they were NOT eligible for a refund
o Send the appropriate Pre-Def explaining why no refund was given. Take any other
actions the customer requested

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Spiels

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Opening Spiel

When do we tag no CSAT (NOCSAT) in Kayako?

Ghost Spiel Sample

RESPONSE TIME SPIEL

JUSTANSWER IS NOT A SCAM

MARK HIGH SPIEL

PAYSYS – PAYMENT SYSTEM

PAYSYS USING PAYPAL

EOB Reminder (end-of-billing)

EOB - Sample spiel

How will you identify a fraud transaction?

Probe (fraud transaction):

 Template to use when Escalating a Claims Fraud account:

SPIELS AND CALL FLOW PROCESS

Unaware signed up with the membership

Unaware they used the service/Unaware of the charge

 If the customer can’t remember using the service;

Answer Quality Issue / No Answer

Retention Transfer spiel

How to transfer a call to T2-Retention

Info under comments section in five9

MEMO - Issues/concerns that can be refunded (Refundable)

Note: Refunds only provided upon customer request – No Proactive Refunds.

Non-Memo Customers and OLD MEMO

MEMO/Membership highlander - Issues/concerns that can be transferred to Tier 2 or Level 2 agents

When do we create a follow-up plan?

How to Create a Follow-up plan in email?

What if there’s no response (24 hours)

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