Creating & Managing Your Listings
Agenda

Overview & Requirements
Access Your Listings
Manage Your Listings
Give Your Helpouts
Payments & Cancellation Fees
...
Agenda

Overview & Requirements
Access Your Listings
Manage Your Listings
Give Your Helpouts
Payments & Cancellation Fees
...
What is Helpouts?
❖ Helpouts offers a new way to connect people in real
time over live video, and is accessible on any dev...
Requirements
An Individual Google+ Account
❖ A Google+ account is required to login and use Helpouts
❖ If you already have...
Requirements
Set up your Google+ profile
❖ Your Helpouts profile information is auto-completed based on
your Google+ profi...
Requirements
Technical System Requirements
❖ Any 2 GHz dual core processor or greater
❖ A broadband connection to the Inte...
Agenda

Overview & Requirements
Access Your Listings
Manage Your Listings
Give Your Helpouts
Payments & Cancellation Fees
...
Access Your Listing
1. Login to your email to accept the invitation your admin sends
you from noreply@helpouts.google.com....
Access Your Listing
2. Once you click “Accept invitation,” you’ll see a confirmation
that indicates you have successfully ...
Access Your Listing
3. To access your account in the future, simply visit helpouts.google.
com. Click the “Sign in” button...
Access Your Listing
4. If you have multiple accounts, you can toggle between accounts
from the profile drop-down in the up...
Access Your Listing
5. Click on ‘Your Helpouts’ > ‘Your listings’ to view the current
listings your admin has assigned to ...
Agenda

Overview & Requirements
Access Your Listings
Manage Your Listings
Give Your Helpouts
Payments & Cancellation Fees
...
Agenda

Overview & Requirements
Access Your Listings
Manage Your Listings
Set Availability
View & Edit Bookings
Notificati...
Agenda

Overview & Requirements
Access Your Listings
Manage Your Listings
Set Availability
View & Edit Bookings
Notificati...
Manage Your Listings
Set Availability
❖ Set your availability using the drop-down in the top right corner
❖ You can choose...
Give Your Helpouts
Set Availability
❖ If you offer instant help, make sure you specify how many people
can wait in queue u...
Manage Your Listings
Set Availability
❖ To schedule future availability, click Edit availability under the
availability dr...
Manage Your Listings
Set Availability
❖ To remove existing availability, simply click on the block of time on
your calenda...
Agenda

Overview & Requirements
Access Your Listings
Manage Your Listings
Set Availability
View & Edit Bookings
Messages
N...
Manage Your Listings
View & Edit Bookings
❖ Click on an appointment in your calendar to view the Helpouts
listing, custome...
Manage Your Listings
View & Edit Bookings
❖ Click “Reassign” to reassign the Helpout to another team member
with availabil...
Manage Your Listings
View & Edit Bookings
❖ Click “Cancel Helpout” to cancel an existing appointment
➢ Try to cancel with ...
Manage Your Listings
View & Edit Bookings
❖ Another way to edit bookings is to click on “Your Helpouts” and
select either ...
Manage Your Listings
View & Edit Bookings
❖ Click “Coming up” to cancel Helpouts or to view and send
messages to customers
Agenda

Overview & Requirements
Access Your Listing
Manage Your Listings
Set Availability
View & Edit Bookings
Messages
No...
Give Your Helpouts
Messages
❖ You can send messages to your customers before and after a
Helpouts session by using the mes...
Give Your Helpouts
Messages
❖ You can respond to messages through email, or directly in the
Helpouts interface

Hi John,
Manage Your Listings
Messages
Keep the following in mind if there are multiple team members assigned
to the same listing:
...
Agenda

Overview & Requirements
Access Your Listings
Manage Your Listings
Set Availability
View & Edit Bookings
Messages
N...
Manage Your Listings
Notifications
❖ Click the gear icon in the upper right corner to access your Settings
Manage Your Listings
Notifications
Customize how and
when you want to receive
notifications, such as
pop-ups, emails and
t...
Manage Your Listings
Notification Settings
❖ If you are logged in when someone books a Helpout session you
will see a noti...
Manage Your Listings
Notification Settings
❖ Before the Helpout starts, you and the customer will receive any
notification...
Manage Your Listings
Notification Settings
❖ You can join the Helpout up to 6 minutes before the session start
time
❖ You ...
Manage Your Listings
Messages & Notifications Summary

NOTIFICATIONS

TEAM ADMIN

Notifications such as new
bookings & can...
Agenda

Overview & Requirements
Access Your Listing
Manage Your Listings
Give Your Helpouts
Payments & Cancellation Fees
S...
Agenda

Overview & Requirements
Access Your Listing
Manage Your Listings
Give Your Helpouts
Video Call Etiquette
Joining a...
Give Your Helpouts
Video Call Etiquette
❖ Video calls work best in a well-lit environment. If you can't flood the
room wit...
Give Your Helpouts
Video Call Best Practices
❖ Before you dive into your Helpout, make sure the customer can
hear you and ...
Agenda

Overview & Requirements
Access Your Listing
Manage Your Listings
Give Your Helpouts
Video Call Etiquette
Joining a...
Give Your Helpouts
Joining a Helpout
❖ If you are available instantly, the customer simply clicks “Start
Helpout” next to ...
Give Your Helpouts
Joining a Helpout
❖ If you are already in another Helpout, and have allowed people to
wait in queue, th...
Give Your Helpouts
Joining a Helpout
❖ You will be notified of an upcoming Helpout based on how you’ve
configured your not...
Give Your Helpouts
Joining a Helpout
❖ When you click “Join Helpout” you’ll see a box with a green “I’m
ready” button.
❖ I...
Give Your Helpouts
Joining a Helpout
Familiarize yourself with the tools on the left
panel:
❖ Chat - send messages via tex...
Give Your Helpouts
Joining a Helpout
❖ Familiarize yourself with the toolbar at the top of the Helpout:

The record button...
Give Your Helpouts
Joining a Helpout
❖ If the customer doesn’t show up on time, please wait at least 5
minutes from the sc...
Give Your Helpouts
Joining a Helpout
❖ Once your customer joins….
Agenda

Overview & Requirements
Access Your Listing
Manage Your Listings
Give Your Helpouts
Video Call Etiquette
Joining a...
Give Your Helpouts
Rejoining a Helpout
❖ In some cases, your Helpouts may end due to connection issues,
or someone acciden...
Give Your Helpouts
Rejoining a Helpout
❖

Example 1: You and the customer both leave the Helpout. The
customer clicks ‘Rej...
Give Your Helpouts
Rejoining a Helpout
❖ Example 2: You and the customer leave the Helpout, but you click
‘Rejoin’ first. ...
Agenda

Overview & Requirements
Access Your Listing
Manage Your Listings
Give Your Helpouts
Video Call Etiquette
Joining a...
Give Your Helpouts
Feedback & Abuse
❖ Customers can leave feedback immediately following a Helpout, or
later on, under the...
Give Your Helpouts
View Performance & Earnings
❖ To view your performance statistics (including earnings) you can
click th...
Agenda

Overview & Requirements
Access Your Listing
Manage Your Listings
Give Your Helpouts
Payments & Cancellation Fees
S...
Payments
How Payment Processing Works
❖ To accept payments, your Admin will set up a Google Wallet
Merchant Account
❖ Cust...
Cancellation Fees
Cancellation policy for Paid Helpouts
❖ If a Helpout is cancelled within 24 hours of the session start, ...
Agenda

Overview & Requirements
Access Your Listing
Manage Your Listing
Give Your Helpouts
Payments & Cancellation Fees
Su...
Helpouts Support
Click the question mark in the upper right corner of your account
in order to: Search the Help Center, ge...
Policy Guidelines
A comprehensive list of Helpouts Policies can be found in the
main Helpouts Policy Center and in our Ter...
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Helpouts training-for-team-members

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Helpouts training-for-team-members

  1. 1. Creating & Managing Your Listings
  2. 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. 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. 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. 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. 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. 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. 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. 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. 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. 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. 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. 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. 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. 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. 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. 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. 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. 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. 20. Manage Your Listings Set Availability ❖ To remove existing availability, simply click on the block of time on your calendar and click “Remove”
  21. 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. 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. 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. 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. 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. 26. Manage Your Listings View & Edit Bookings ❖ Click “Coming up” to cancel Helpouts or to view and send messages to customers
  27. 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. 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. 29. Give Your Helpouts Messages ❖ You can respond to messages through email, or directly in the Helpouts interface Hi John,
  30. 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. 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. 32. Manage Your Listings Notifications ❖ Click the gear icon in the upper right corner to access your Settings
  33. 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. 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. 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. 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. 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. 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. 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. 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. 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. 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. 43. Give Your Helpouts Joining a Helpout ❖ If you are available instantly, the customer simply clicks “Start Helpout” next to your listing
  44. 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. 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. 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. 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. 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. 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. 50. Give Your Helpouts Joining a Helpout ❖ Once your customer joins….
  51. 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. 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. 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. 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. 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. 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. 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. 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. 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. 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. 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. 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. 63. Policy Guidelines A comprehensive list of Helpouts Policies can be found in the main Helpouts Policy Center and in our Terms of Service
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