Republic Wireless Expert Orientation

1. Expert Orientation
Republic
Wireless’
community
members
helping other
members.
Welcome to Expert
Crowdservice!
Expert Orientation

2. why we’re here!
Kim
Republic Wireless
Hi all! I hope you’re doing well. Because of your
exemplary contributions to the RW Community, you are
invited to participate in a program we have been
engaged in with Directly. You can learn more about them
at the Directly website. This program, initiated by our
Support team, is designed to offer ticket support through
our top members. Support naturally looked to
Community to provide a list of our top contributors for
this opportunity, and you’re one of them!
With this program, you’ll have the opportunity to respond
to questions from members and prospective members.
The questions will range from simple information
requests to general troubleshooting steps. You will be
compensated for responses you provide.

3. Kim
Republic Wireless
Lisa
Directly
welcome!
Tim
Directly
a simple idea
republic wireless & directly
overview
key features
rewards
guidelines
next steps
CPNI
questions

4. What if we could reward them for helping members?
a simple idea
“our top community members know
almost as much about Republic as we do”

5. how it works
Customer Asks a
Question
Helpful & active
experts alerted
via email and
the Android App
Experts work to
resolve the issue
Experts earn
rewards if the
question is
resolved 
Unresolved
questions are
escalated back to
Republic Wireless

6. overview
questions from customers will be
sent to experts via email and via
their mobile phones.
experts will earn rewards by
answering questions and helping
out. The reward amount will be
shown on each question.
questions will “escalate” to
republic if experts escalate them
or the customer still needs help.

7. web
expert dashboard
http://republic.directly.com
mobile
expert dashboard
Google Play or Apple iTunes
two ways to help

8. voting flagging escalating
three key features
If you see a good answer
from another expert, vote
for it and add a comment
If you see less-than
helpful behavior from
other experts, flag it and
we’ll review it
If you see a question
that only the support
team can answer, such
as password reset,
escalate it!

9. you’ll receive points each time a customer rates your
answer helpful or an expert votes for your answer
A reward on each question is
shared between experts that help
points & rewards

10. Each Sunday your weekly report
summarizes your weekly earnings.
Cash out via PayPal through your
dashboard after receiving your report.
weekly rewards report

11. This may be the member’s first interaction
with the Republic Wireless community!
guidelines
Smile 

12. code of conduct
1. Choose wisely
Answer the questions when you know the solution. It's
okay to leave the question for another when you don't.
1. Empathize
Put yourselves in the customer's shoes. Think about
how you'd feel, how you would view your answer.
1. Follow through
Once you engage with a customer, follow through.
Customer replies will be at the top of your feed.
1. Collaborate
Vote for your fellow experts who provide a good
answer and flag those that are falling short.
1. Communicate clearly
Use proper spelling and grammar. Never use net-
speak or shorthand that can confuse the customers.
6. Be personal
Use your real name and a personable photo.
Customers will respond with better ratings.
6. Be professional
Don't make disparaging remarks or argue with the
customer or other experts.
6. Kill with kindness
Some customers will be angry. It's your job to rise
above and be relentlessly positive.
6. Go the extra mile
The best answers almost always involve going way
beyond the call of duty.
6. Keep the conversation online
Our tools provide a seamless hand-off between you
and the company, providing the best experience.

13. other guidelines
DO
• answer questions completely and accurately
• use all tools available to you: Voting, Flagging, and Escalating
• personalize your answers to the client you are answering
• watch your spelling and grammar
• visit the help center by clicking help on your dashboard for more tips
DON’T
• ask the member to accept or rate your answer
• use ‘netspeak”

14. Next step: CPNI
• CPNI = Customer Proprietary Network Information
• As a Republic Wireless Expert, you may have access
to customer information
• As such, you must complete CPNI certification before answering any
questions from customers
• When you first log on to your expert dashboard, you will see a task called
“Action Required: CPNI Certification”. This task contains two links:
• A required video presentation
• A manner for you to certify that you have reviewed the presentation and
will comply with the guidelines
Get started today! http://republic.directly.com

15. CPNI Continued
• CPNI Information includes things such as:
 Telephone number(s)
 E-mail address(es)
 Customer’s name
 Physical and/or mailing/shipping address
 911 address of record
 Call Records and Usage Detail Information, including:
 Individual call detail (i.e. called number, date/time, call duration)
 Amount of use
 Location information
 Account Username & Account Password
 Form of Payment (including all or part of a credit card number)
 Social Security Number
 Wireless service plan specific use and/or charges
 Taxes, fees and surcharges applicable to the service plan
 Any other information customer states is on their bill/statement
• If a customer wants information that is specific and/or personal to any account on these types of
topics or needs help with questions related to any persons' specific and/or personal information
within these topics, you MUST escalate the ticket back to RWYou should also remind a
customer who starts to provide this type of information that you are not a RW employee and
they shouldn’t provide you with any account related information.

16. directly.com/help
Lisa
is here to help!
questions?