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Evernote Orientation

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Onboarding for new Evernote Experts

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Evernote Orientation

  1. 1. • CONFIDENTIAL orientation
  2. 2. • CONFIDENTIAL• CONFIDENTIAL Welcome! Expert Orientation Congratulations on being chosen be part of the Expertise Network, 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.
  3. 3. • CONFIDENTIAL• CONFIDENTIAL How Directly Works with Evernote Expert Orientation It's important to note that these questions are coming right from the Evernote help desk. These are actual support tickets, so you should never ask the customer to contact support again or give out the company's contact info. It’s also important that you introduce yourself as a member of the Expertise Network. The following is a good example of how to begin your replies: Hello Geoff, I’m Tara, an Evernote Community Leader and member of the Evernote Expertise Network.”
  4. 4. • CONFIDENTIAL• CONFIDENTIAL 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.
  5. 5. • CONFIDENTIAL• CONFIDENTIAL 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
  6. 6. • CONFIDENTIAL• CONFIDENTIAL 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
  7. 7. • CONFIDENTIAL• CONFIDENTIAL 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.
  8. 8. • CONFIDENTIAL• CONFIDENTIAL 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.“
  9. 9. • CONFIDENTIAL• CONFIDENTIAL 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.
  10. 10. • CONFIDENTIAL• CONFIDENTIAL Directly’s Expert Code of Conduct Expert Orientation Be personal Use your real name and a personable photo. Customers will respond with better ratings. Be professional Don'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 mile The 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. Choose wisely Answer the questions when you know the solution. It's okay to leave the question for another when you don't. Empathize Put yourselves in the customer's shoes. Think about how you'd feel, how you would view your answer. Follow through Once you engage with a customer, follow through. Customer replies will be at the top of your feed. Collaborate Vote for your fellow experts who provide a good answer and flag those that are falling short. Communicate clearly Use 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.
  11. 11. • CONFIDENTIAL• CONFIDENTIAL 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?”
  12. 12. • CONFIDENTIAL• CONFIDENTIAL 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.
  13. 13. • CONFIDENTIAL• CONFIDENTIAL 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.
  14. 14. • CONFIDENTIAL• CONFIDENTIAL 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.
  15. 15. • CONFIDENTIAL• CONFIDENTIAL 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”
  16. 16. • CONFIDENTIAL• CONFIDENTIAL Expert Resources Expert Orientation Click on Expert Resources to find the drop down navigate to your Expert Dashboard, Expert Hub, and the Expert Forum.
  17. 17. • CONFIDENTIAL• CONFIDENTIAL 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!
  18. 18. • CONFIDENTIAL• CONFIDENTIAL 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!
  19. 19. • CONFIDENTIAL• CONFIDENTIAL Expert Orientation ● 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

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