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Welcome!Congratulations on being chosen for the Pinterest Expert Program, powered by Directly.

Directly makes on-demand apps that help companies improve customer service. Directly enables experts like you to earn rewards for answering questions about products you love and understand. This orientation will walk you through the web version of the Directly app.

Lisa WhiteCommunity

LeadDirectly

The Directly AppWhether you’re using the web or mobile version of the app,

you can find most of what you’re looking for here on the dashboard. You should see your photo, but you won’t have

any stats or a customer satisfaction rating yet.

Dashboard: Stats Bar

The stats bar will track your progress. Answers – The count of all your answers from day one.Balance – Rewards you’ve earned available for cash out Helpful – Lifetime % of positive and neutral ratings Points – Total earned this weekThis Week – Your points ranking vs. experts across all networks for the weekView profile - View and change your personal profile

Click on any box for more detail

Dashboard: Task Bar

Routing Status: this dot can be green, yellow or red, indicating the allocation of questions coming on your task bar. Roll over the dot for more detail.

Customer Satisfaction: Once you have received 10 ratings, you’ll see your rating and how it compares to your peers

Tasks for You: ● Messages are on the top of the task list● Next come responses from questions you’ve already

answered that need a follow up from you● Next come new questions to answer ● Click on any task and it appears on the left side of your

dashboard

Getting StartedThe best way to get started is to review questions that already have answers. From your dashboard’s task bar, click on a question. Find one that has at least one answer and consider how your answer would compare. You can share in the reward and earn points for that question by voting on answers.

Upvote answers you think are helpful to the

customer. You’ll earn a point.

Downvote answers you

think are incomplete or

unhelpful. You’ll earn a

point.

Choose a best answer. You’ll points by choosing an answer, if the customer

rates the answer as helpful and the customer accepts the answer you will earn additional points

for choosing the correct answer.

Now try answering some questions

Find a question on your dashboard, give a confident and concise answer. This is the best way to help the community and earn the most points.

Answering Questions

Sample Answer:

“Hi Lisa, I’m Rey, a Pinterest Expert and active pinner. I understand that you are attempting update your profile.

Here is a link: https://www.pinterest.com/settings

You can also find this same link located in the upper right hand corner in your profile.“

Here are a few tips on how to answer a question

● Greet the customer● Introduce yourself● Acknowledge customers

concern● Stay Positive● Provide useful links● Provide a walk through● Answer all follow up

questions ● Reroute when you can’t

resolve the issue

Choose WiselyYou choose which questions you want to

answer!

If another expert has already provided a great answer, select it as best answer and go to the next task.

If you don’t feel you can provide the best answer this time, simply click

“next task” and go to the next question.

If a question clearly requires resources an expert doesn’t have

access to in order to best answer the question, reroute it back to the

company.

Be personalUse your real name and a personable photo. Customers will respond with better ratings.Be professionalDon't make disparaging remarks or argue with the customer or other experts.Kill with kindnessSome customers will be angry. It's your job to rise above and be relentlessly positive.Go the extra mileThe best answers almost always involve going way beyond the call of duty.Keep the conversation onlineOur tools provide a seamless hand-off between you and the company, providing the best experience.

Choose wiselyAnswer the questions when you know the solution. It's okay to leave the question for another when you don't.EmpathizePut yourselves in the customer's shoes. Think about how you'd feel, how you would view your answer.Follow throughOnce you engage with a customer, follow through. Customer replies will be at the top of your feed.CollaborateVote for your fellow experts who provide a good answer and flag those that are falling short.Communicate clearlyUse proper spelling and grammar. Never use net-speak or shorthand that can confuse the customers.

Directly’s Expert Code of Conduct

The best communities start off with guidelines on how they interact with customers and each other. Directly’s experts have found this code to be a helpful guide.

Customer Ratings

• Once you’ve provided an answer, the customer can rate their experience by clicking on one of the above smileys.

• The customer can provide a rating at any time, even if the question has been rerouted back to the company.

• While you are still helping the customer, you might receive a rating. It is ok to acknowledge the customer’s dissatisfaction and ask what you can do to resolve things to her satisfaction as long as you don’t specifically ask for a positive rating. For example, experts have followed up with a customer like this:

“I see that the answer I provided was rated unhelpful. What can I do to resolve the issue to your satisfaction?”

Customer Satisfaction• Customer satisfaction is calculated by dividing positive ratings by all

ratings • This calculation continuously updates the past 30 days’ ratings• Hover over your customer satisfaction bar, and you’ll see a pop-up

showing your positive and total ratings for the past 30 days.

● CSAT is different from the helpful rating you see on your stats bar. ○ CSAT is the more important measure to watch.○ CSAT aligns with customer service industry standards and is a more

accurate measure of how customers perceive their experience.○ Your helpfulness rating is displayed to the customer with your

answers. This rating measures neutral ratings and some negative ratings differently.

○ For more info on how each is calculated see the article in the Expert Hub.

Points and Rewards• Earn points by voting, choosing, and answering

questions. Rewards for a question are calculated from the points earned by each expert on that question

• The monetary reward on each question is shared between the experts that helped.

70% of the rewards goes to the Expert with the most points for that question

30% of the rewards will be split proportionally by other experts that also answered and voted.

$ Rewards $Rewards are calculated every Saturday night for the previous week’s activity.

The week’s rewards are posted on your dashboard by Sunday morning

Points that have not settled due to open cases will carry over to next week's payments.

Cashout requests are typically processed once a week on a Wednesday or Thursday.

If you miss a cashout for the week your balance will carry over until you cash out.

Cashout payments are through Paypal.

Settings and Alerts

Choose the alerts you want and where you get them

Download the mobile app by searching for “Directly app”

From your dashboard, click here to update your web and mobile notifications

Expert ResourcesFrom your dashboard, click the dropdown arrow to find links to the Expert Hub and the Expert Forum

Expert ForumsCommunicate, collaborate, and share with other pinner

experts.

Find out the latest news from the expert community. The Expert Forum is your source to share best practices and get to know your fellow pinner experts. Be sure to drop in and introduce yourself!

Want more info? Go to the Expert Hub

This is your learning resource for more in-depth articles on all the topics covered in this orientation, plus articles and updates from Pinterest.

Can’t find what you’re looking for in the Expert Hub shoot us a question!

At the bottom of every page you can submit a question if you need additional information.

Search for a topic in the Hub

● Introduce yourself in the expert forums and meet the other expert pinners.

● Learn more about directly by visiting the Expert Hub.

● Start earning points and rewards now by going to your dashboard.

Take the first steps