Helpouts training-for-team-members
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Helpouts training-for-team-members

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  • 1. Creating & Managing Your Listings
  • 2. Agenda Overview & Requirements Access Your Listings Manage Your Listings Give Your Helpouts Payments & Cancellation Fees Support & Policies Overview & Requirements Set-Up Your listing Set-Up Your list
  • 3. Agenda Overview & Requirements Access Your Listings Manage Your Listings Give Your Helpouts Payments & Cancellation Fees Support & Policies Overview & Requirements Set-Up Your listing Set-Up Your list
  • 4. What is Helpouts? ❖ Helpouts offers a new way to connect people in real time over live video, and is accessible on any device ❖ You can set up a listing to share your skills and expertise with anyone, anywhere! ❖ People can choose who to get help from based on qualifications, availability, ratings and reviews
  • 5. Requirements An Individual Google+ Account ❖ A Google+ account is required to login and use Helpouts ❖ If you already have a Google account, make sure you have upgraded it to Google+ by logging in to plus.google.com and completing your profile
  • 6. Requirements Set up your Google+ profile ❖ Your Helpouts profile information is auto-completed based on your Google+ profile, so make sure you go to plus.google.com and set up your profile Visit the Google+ Help Center for more information on viewing and editing your Google+ profile.
  • 7. Requirements Technical System Requirements ❖ Any 2 GHz dual core processor or greater ❖ A broadband connection to the Internet ➢ We suggest at minimum 1 Mbps/1 Mbps (up/down) ❖ The current version or previous major release of one of the following Operating Systems: Mac OS X, Windows, Chrome, Ubuntu and other Debian based Linux distributions ❖ One of the following internet browsers: Google Chrome, Safari, Internet Explorer 10+, Mozilla Firefox
  • 8. Agenda Overview & Requirements Access Your Listings Manage Your Listings Give Your Helpouts Payments & Cancellation Fees Support & Policies Overview & Requirements Set-Up Your listing Set-Up Your list
  • 9. Access Your Listing 1. Login to your email to accept the invitation your admin sends you from noreply@helpouts.google.com. Please contact your admin if you experience any issues with this step
  • 10. Access Your Listing 2. Once you click “Accept invitation,” you’ll see a confirmation that indicates you have successfully joined the team. Click “Continue” and you will be logged in to your account
  • 11. Access Your Listing 3. To access your account in the future, simply visit helpouts.google. com. Click the “Sign in” button in the upper right corner
  • 12. Access Your Listing 4. If you have multiple accounts, you can toggle between accounts from the profile drop-down in the upper right corner
  • 13. Access Your Listing 5. Click on ‘Your Helpouts’ > ‘Your listings’ to view the current listings your admin has assigned to you. 6. Click on the listing title to view the details
  • 14. Agenda Overview & Requirements Access Your Listings Manage Your Listings Give Your Helpouts Payments & Cancellation Fees Support & Policies Overview & Requirements Set-Up Your listing Set-Up Your list
  • 15. Agenda Overview & Requirements Access Your Listings Manage Your Listings Set Availability View & Edit Bookings Notifications Messages Give Your Helpouts Payments & Cancellation Fees Support & Policies Overview & Requirements Set-Up Your listing Set-Up Your list
  • 16. Agenda Overview & Requirements Access Your Listings Manage Your Listings Set Availability View & Edit Bookings Notifications Messages Give Your Helpouts Payments & Cancellation Fees Support & Policies Overview & Requirements Set-Up Your listing Set-Up Your list
  • 17. Manage Your Listings Set Availability ❖ Set your availability using the drop-down in the top right corner ❖ You can choose available now (instant help), specify your next available time by clicking “Edit availability”, or simply turn availability off
  • 18. Give Your Helpouts Set Availability ❖ If you offer instant help, make sure you specify how many people can wait in queue under your settings menu ❖ The default number of people who can wait in queue is 4 ❖ Check with your team admin for best practices on how many people to allow to wait in queue
  • 19. Manage Your Listings Set Availability ❖ To schedule future availability, click Edit availability under the availability drop-down ❖ Click Add availability or click directly on the calendar to specify available times for any of your Helpouts listings ❖ Check Repeat to create recurring available time slots
  • 20. Manage Your Listings Set Availability ❖ To remove existing availability, simply click on the block of time on your calendar and click “Remove”
  • 21. Agenda Overview & Requirements Access Your Listings Manage Your Listings Set Availability View & Edit Bookings Messages Notifications Give Your Helpouts Payments & Cancellation Fees Support & Policies Overview & Requirements Set-Up Your listing Set-Up Your list
  • 22. Manage Your Listings View & Edit Bookings ❖ Click on an appointment in your calendar to view the Helpouts listing, customer name and time of Helpout ❖ You can also cancel or reassign your appointments here
  • 23. Manage Your Listings View & Edit Bookings ❖ Click “Reassign” to reassign the Helpout to another team member with availability at that time. ❖ Note: Changes aren’t visible until you refresh, or click out and back into your calendar
  • 24. Manage Your Listings View & Edit Bookings ❖ Click “Cancel Helpout” to cancel an existing appointment ➢ Try to cancel with at least 24 hours notice ➢ You may want to send your customer a message kindly asking him/her to reschedule
  • 25. Manage Your Listings View & Edit Bookings ❖ Another way to edit bookings is to click on “Your Helpouts” and select either “Coming up” or “Past Helpouts”
  • 26. Manage Your Listings View & Edit Bookings ❖ Click “Coming up” to cancel Helpouts or to view and send messages to customers
  • 27. Agenda Overview & Requirements Access Your Listing Manage Your Listings Set Availability View & Edit Bookings Messages Notifications Give Your Helpouts Payments & Cancellation Fees Support & Policies Overview & Requirements Set-Up Your listing Set-Up Your list
  • 28. Give Your Helpouts Messages ❖ You can send messages to your customers before and after a Helpouts session by using the messaging functionality ❖ Messages are sent to the customer’s email address and are also viewable in the customer’s Helpouts interface under “Coming up” or “Past Helpouts”
  • 29. Give Your Helpouts Messages ❖ You can respond to messages through email, or directly in the Helpouts interface Hi John,
  • 30. Manage Your Listings Messages Keep the following in mind if there are multiple team members assigned to the same listing: Messages are tied between a customer and a listing. As a result, if a customer books multiple Helpouts for the same listing, then multiple team members may see the messages. Example: John books a Helpout with team member A one week, and team member B the following week for the same listing. Any messages sent to team member A will be viewable to team member B, and vice versa. Recommendation: Since messages in Helpouts are stored in a “shared inbox” format, check with your Admin about best practices for handling these messages.
  • 31. Agenda Overview & Requirements Access Your Listings Manage Your Listings Set Availability View & Edit Bookings Messages Notifications Give Your Helpouts Payments & Cancellation Fees Support & Policies Overview & Requirements Set-Up Your listing Set-Up Your list
  • 32. Manage Your Listings Notifications ❖ Click the gear icon in the upper right corner to access your Settings
  • 33. Manage Your Listings Notifications Customize how and when you want to receive notifications, such as pop-ups, emails and text messages You can also set calendar preferences in this settings menu
  • 34. Manage Your Listings Notification Settings ❖ If you are logged in when someone books a Helpout session you will see a notification at the top of your account, which shows the scheduled time, name of the listing and customer photo
  • 35. Manage Your Listings Notification Settings ❖ Before the Helpout starts, you and the customer will receive any notifications you opted into, such as 5-minute email warnings
  • 36. Manage Your Listings Notification Settings ❖ You can join the Helpout up to 6 minutes before the session start time ❖ You will see a notification in the upper right corner of your account with a green “Join Helpout” button
  • 37. Manage Your Listings Messages & Notifications Summary NOTIFICATIONS TEAM ADMIN Notifications such as new bookings & cancellations go directly to team members (admins are not notified) PRE-BOOKING MESSAGES POST-BOOKING MESSAGES All messages go to the email All messages go to the email address specified by the Admin address specified by the in the settings menu Admin in the settings menu Note: You may want to make this an internal alias so all Team Members are notified TEAM MEMBER All standard notifications as configured in the settings menu All messages go to the email Messages are accessible in address specified by the Admin the interface when viewing in the settings menu upcoming and past Helpouts
  • 38. Agenda Overview & Requirements Access Your Listing Manage Your Listings Give Your Helpouts Payments & Cancellation Fees Support & Policies Overview & Requirements Set-Up Your listing Set-Up Your list
  • 39. Agenda Overview & Requirements Access Your Listing Manage Your Listings Give Your Helpouts Video Call Etiquette Joining a Helpout Rejoining a Helpout Feedback Payments & Cancellation Fees Support & Policies Overview & Requirements Set-Up Your listing Set-Up Your list
  • 40. Give Your Helpouts Video Call Etiquette ❖ Video calls work best in a well-lit environment. If you can't flood the room with natural light, make sure you set up a light source facing you (placed behind your camera, but towards you). Also, sit in a chair that doesn’t swivel. Swiveling on camera can be distracting to your customers! ❖ We recommend using a wired connection if possible, and having wireless connection as backup. Choose a quiet location to avoid distracting background noises. ❖ If you experience an echo during your video call, make sure you and the customer close all other browser windows (in case someone is playing another video by accident). External speakers pointed towards your microphone may also cause an echo; try using headphones or earbuds in this case.
  • 41. Give Your Helpouts Video Call Best Practices ❖ Before you dive into your Helpout, make sure the customer can hear you and vice versa. ❖ Check with your Admin for specific introductory messaging and/or follow-up procedures. For example, perhaps you offer to send a follow-up message recapping what was discussed, or perhaps you direct your customers to other sources of information, next steps, etc.
  • 42. Agenda Overview & Requirements Access Your Listing Manage Your Listings Give Your Helpouts Video Call Etiquette Joining a Helpout Rejoining a Helpout Feedback Payments & Cancellation Fees Support & Policies Overview & Requirements Set-Up Your listing Set-Up Your list
  • 43. Give Your Helpouts Joining a Helpout ❖ If you are available instantly, the customer simply clicks “Start Helpout” next to your listing
  • 44. Give Your Helpouts Joining a Helpout ❖ If you are already in another Helpout, and have allowed people to wait in queue, the customer will see the “Join queue” button ❖ After clicking “Join queue” customers get queue status notifications in the upper right corner of their account
  • 45. Give Your Helpouts Joining a Helpout ❖ You will be notified of an upcoming Helpout based on how you’ve configured your notification settings (pop-up, email, SMS etc.) ❖ For pre-booked sessions, you will see this notification in the upper right corner of your account up to 6 minutes before the start time ❖ Click the green “Join Helpout” button to get started
  • 46. Give Your Helpouts Joining a Helpout ❖ When you click “Join Helpout” you’ll see a box with a green “I’m ready” button. ❖ If the customer requests a recording, you’ll see a checkbox to allow the customer to keep a saved recording for private use.
  • 47. Give Your Helpouts Joining a Helpout Familiarize yourself with the tools on the left panel: ❖ Chat - send messages via text to your customers (i.e. links to websites) ❖ Screenshare - show your screen to your customer ❖ Capture - take a snapshot of the video call ❖ Google Drive - access & edit your Google drive photos together ❖ Remote Desktop - Control your customer’s computer remotely (with permission, of course) ❖ Scoot & Doodle - Use art and drawings to communicate in a fun way ❖ Helpout tools - Click here to find more apps
  • 48. Give Your Helpouts Joining a Helpout ❖ Familiarize yourself with the toolbar at the top of the Helpout: The record button is red if the video is being recorded The dollar sign will indicate that it’s a paid Helpout Click the microphone to mute yourself (it will turn red) Click the video camera to turn off your camera This lets you adjust your video quality settings depending on your bandwidth This allows you to adjust camera, mic and speakers inputs The red call button ends the video call
  • 49. Give Your Helpouts Joining a Helpout ❖ If the customer doesn’t show up on time, please wait at least 5 minutes from the scheduled start time before leaving and considering the session a no-show. Your customer may be having technical difficulties or just be running late. ❖ You may want to try sending them another message to remind the person about the Helpout ❖ If after 5 minutes the customer still does not show up, any applicable cancellation fees will apply (depending on the policy your Admin has chosen)
  • 50. Give Your Helpouts Joining a Helpout ❖ Once your customer joins….
  • 51. Agenda Overview & Requirements Access Your Listing Manage Your Listings Give Your Helpouts Video Call Etiquette Joining a Helpout Rejoining a Helpout Feedback Payments & Cancellation Fees Support & Policies Overview & Requirements Set-Up Your listing Set-Up Your list
  • 52. Give Your Helpouts Rejoining a Helpout ❖ In some cases, your Helpouts may end due to connection issues, or someone accidentally clicking the “End Call” button ❖ There is a rejoin feature that allows you and the customer to join the Helpout if you aren’t finished
  • 53. Give Your Helpouts Rejoining a Helpout ❖ Example 1: You and the customer both leave the Helpout. The customer clicks ‘Rejoin’ first. You will see a ‘Rejoin Request’ notification at the top of your screen. You can click ‘Decline’ or ‘Rejoin Helpout’
  • 54. Give Your Helpouts Rejoining a Helpout ❖ Example 2: You and the customer leave the Helpout, but you click ‘Rejoin’ first. The customer gets a ‘Rejoin Request’ notification. You will wait in the Helpout for your customer to either return or reject the rejoin request
  • 55. Agenda Overview & Requirements Access Your Listing Manage Your Listings Give Your Helpouts Video Call Etiquette Joining a Helpout Rejoining a Helpout Feedback Payments & Cancellation Fees Support & Policies Overview & Requirements Set-Up Your listing Set-Up Your list
  • 56. Give Your Helpouts Feedback & Abuse ❖ Customers can leave feedback immediately following a Helpout, or later on, under the “Your Helpouts” page ❖ Customers rate your Helpouts on a scale of 5 stars ❖ Customers get email reminders to leave ratings/feedback
  • 57. Give Your Helpouts View Performance & Earnings ❖ To view your performance statistics (including earnings) you can click the following link and download a .csv file: https://helpouts. google.com/api/providerreport
  • 58. Agenda Overview & Requirements Access Your Listing Manage Your Listings Give Your Helpouts Payments & Cancellation Fees Support & Policies Overview & Requirements Set-Up Your listing Set-Up Your list
  • 59. Payments How Payment Processing Works ❖ To accept payments, your Admin will set up a Google Wallet Merchant Account ❖ Customers will have to set up a Google Wallet Checkout account to make payments ❖ Contact your Admin to have refund requests processed through the Wallet Merchant Center account
  • 60. Cancellation Fees Cancellation policy for Paid Helpouts ❖ If a Helpout is cancelled within 24 hours of the session start, the following cancellation fees apply: ➢ Fixed price Helpouts: Customer is charged half the total price ➢ Per minute priced Helpouts: Customer is charged for 5 minutes of service
  • 61. Agenda Overview & Requirements Access Your Listing Manage Your Listing Give Your Helpouts Payments & Cancellation Fees Support & Policies Overview & Requirements Set-Up Your listing Set-Up Your list
  • 62. Helpouts Support Click the question mark in the upper right corner of your account in order to: Search the Help Center, get support from Google over a Helpout, email us a question, send feedback or give our support team a call
  • 63. Policy Guidelines A comprehensive list of Helpouts Policies can be found in the main Helpouts Policy Center and in our Terms of Service