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Welcome!
Expert Orientation
Congratulations on being chosen for the Rover
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.
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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.
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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
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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
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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.
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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.“
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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.
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Trust and Safety
Expert Orientation
Directly experts should not engage with any
cases concerning the health and safety of a dog.
Examples of these types of cases include but are
not limited to:
● Insurance questions
● Illness
● Injury
● Fleas/ ticks
● Property damage
● Lost dog
● Abandoned dog
These types of contacts are rare, but if you do
come across any of these types of cases please
immediately and “silently” (do not respond to the
customer) reroute the case by using the report
question button.
* This deck and article can be found in the expert hub
for future reference
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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?”
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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.
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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.
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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.
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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.
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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”
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Expert Resources
Expert Orientation
Click on Expert Resources to find the drop down navigate to your
Expert Dashboard, Expert Hub, and the Expert Forum.
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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!
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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!
21. • CONFIDENTIAL• CONFIDENTIAL Expert Orientation
● Introduce yourself in the rover expert forums
● Learn more about directly @ the Expert Hub
● Start earning points and rewards now by going to your
dashboard
Take the first steps
