Pinterest Orientation

1. orientation

2. Welcome!
Congratulations on being chosen for the
Pinterest 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.
Lisa White
Community Lead
Directly

3. The Directly App
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.

4. Dashboard: Stats Bar
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
Click on any box
for more detail

5. Dashboard: Task Bar
Routing Status: this dot can be green, yellow or red, indicating the
allocation of questions coming on your task bar. 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
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

6. Getting Started
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.

7. Now try answering some questions
Find a question on your dashboard, give a confident and concise answer.
This is the best way to help the community and earn the most points.

8. Answering Questions
Sample Answer:
“Hi Lisa, I’m Rey, a Pinterest Expert and
active pinner. I understand that you are
attempting update your profile.
Here is a link:
https://www.pinterest.com/settings
You can also find this same link located in
the upper right hand corner in your profile.“
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

9. Choose Wisely
You choose which questions you want to answer!
If another expert has already provided a
great answer, select it as best answer
and go to the next task.
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.

10. 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.
Directly’s Expert Code of Conduct
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. Customer Ratings
• 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. Customer Satisfaction
• 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.
● CSAT is different from the helpful rating you see on your stats bar.
○ CSAT is the more important measure to watch.
○ CSAT aligns with customer service industry standards and is a more accurate
measure of how customers perceive their experience.
○ Your helpfulness rating is displayed to the customer with your answers. This
rating measures neutral ratings and some negative ratings differently.
○ For more info on how each is calculated see the article in the Expert Hub.

13. Points and Rewards
• 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. $ Rewards $
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. Settings and Alerts
Choose the alerts you want
and where you get them
Download the mobile app by
searching for “Directly app”
From your dashboard,
click here to update your
web and mobile
notifications

16. Expert Resources
From your dashboard, click the dropdown arrow to
find links to the Expert Hub and the Expert Forum

17. Expert Forums
Communicate, collaborate, and share with other pinner experts.
Find out the latest news from the expert community. The Expert Forum
is your source to share best practices and get to know your fellow
pinner experts. Be sure to drop in and introduce yourself!

18. Want more info?
Go to the Expert Hub
This is your learning resource for more in-
depth articles on all the topics covered in this
orientation, plus articles and updates from
Pinterest.
Can’t find what you’re looking for in the
Expert Hub shoot us a question!
At the bottom of every page you can
submit a question if you need additional
information.
Search for a
topic in the Hub

19. ● Introduce yourself in the expert forums
and meet the other expert pinners.
● Learn more about directly by visiting the
Expert Hub.
● Start earning points and rewards now
by going to your dashboard.
Take the first steps