This document provides an overview of Directly, an on-demand app that helps companies scale customer support by leveraging community experts. The goals are to deliver a faster support experience, reduce ticket backlogs, and utilize the knowledge of community experts. Experts can answer questions via email/mobile and earn rewards. Questions can be escalated to the company if needed. Experts have guidelines to follow, such as being helpful, accurate, and respectful. The document outlines features, rewards, and next steps for experts.

1. powered by directly
expert
orientation

2. welcome!
a simple idea
program goals
overview
key features
rewards
guidelines
next steps
questions
Lisa
Directly
Tim
Directly
Jean
SauceLabs

3. directly makes on-demand apps that help companies
scale support and improve customer service
who is directly?

4. a simple idea
“our best experts know as much
about SauceLabs as we do, and in
some cases, even more!”
What if we could reward them for helping each other?

5. deliver an even faster and better support experience
reduce the ticket backlog and # of resubmitted tickets
leverage the knowledge & passion of the Sauce Labs
community
1
2
3
goals

6. 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
SauceLabs if experts escalate
them or the customer still needs
help.
overview

7. web
expert dashboard
mobile
expert dashboard
Google Play or Apple iTuneshttp://strava.directly.com
two ways to help

8. voting flagging escalating
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!
three key features

9. you’ll receive points each time a translator 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. A $ reward on each question is
shared among experts who help
Your weekly report on Sunday
morning summarizes your weekly
earnings. Cash out via PayPal
through your dashboard after
receiving your weekly report
rewards

11. DO
• answer questions completely and accurately
• read other experts’ answers before replying with your own
• select answers that are helpful to the client
• flag answers that are incorrect, rude, or inappropriate
• personalize your answers to the client you are answering
• watch your spelling and grammar
• visit the Expert Hub by clicking on the “Expert Resources”
tab at the top of your dashboard for more tips
• refer the customer to “the Sauce Labs Customer Support
team” when escalating a question
guidelines

12. DON’T
• refer to the Sauce Labs Customer Support team as “the core team”
• ask the client to accept or rate your answer
• use “netspeak”
guidelines

13. smile
this may be the person’s first interaction with the
SauceLabs community!
guidelines

14.  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.
 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.
Source: https://helpcenter.directly.com
code of conduct

15. learn more
Go to the EXPERT HUB on the directly dashboard for
more info on:
• Creating your profile
• Getting started
• Routing and alerts
• Answering questions
• Points and rewards
• Reputation and voting

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