Spiels
Spiels
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
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.
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.
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.
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
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.
Scam Spiel
I can assure you that JustAnswer is a not a scam and we have an A+ rating with the Better Business
Bureau.
“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"
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?”
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.
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)