Technical Experts Handbook

Hello and welcome to your guide on how to be a stellar expert on the 6ya platform! 

We will keep this page updated on things you need to know, so bookmark this for later! Please make sure you review this in its entirety before taking calls, as there's important information you will need to know to be successful at 6ya.

This handbook is specifically for Experts in technical categories


“So…. What is being an Expert at 6ya all about?”

The purpose of 6ya is to provide quick and immediate Expert advice.

The best Expert is 50% skill with troubleshooting online services during the call, 50% confident customer service skills navigating conversations with frustrated customers. There's a good chance that you will receive calls on services that you've never used before, or never have even heard of. In these cases, you will need to rely on your skills to do a little research on the spot to get the ball rolling. You can think of it as if you were helping a family member or friend on the phone.

Your goal is to assess the problem and guide the caller on the best next steps to take. Not all problems can be solved or diagnosed remotely. Always do your best to find a solution and don’t be afraid to use a search engine to do any research you may need to solve a problem or give the best advice for next steps. 

After that, the first and most important thing to know about being an Expert on 6ya is that this is a customer service role more than anything else. So, empathy is everything! 

When our customers call they may be really upset and confused, so the best thing you can do for them is listen, validate their experience, and tell them you are going to help them to the best of your ability. 


Here are examples of great validating statements to use (feel free to adapt them so that the words come naturally to you):

  1. “Wow, that sounds so frustrating! I am so sorry you are in this situation and it makes sense why you are frustrated. Let’s see what we can figure out. We will get you out of this!”
  2. “Unfortunately that is a super common issue and it’s just not right. That’s why 6ya is here, so we can fill in the support gap. The big tech companies do not have live support for their customers, so that is why we are here to help!”
  3. “You won’t have to deal with this alone. I will help you and support you through this and if I can’t find the right solution we can get you on a call with another Expert.” 

 

“So… What are the calls really like?”

It’s really important to know what the experience of the customer is. 

6ya customers are typically searching for their specific issue online, and will see 6ya as a sponsored option. Once they click on the ad, they land on our website and pay for a monthly or yearly membership. Their subscription entitles them to unlimited calls, so if you can’t answer a question, have them call us back and get connected to another Expert! 

Customers have three options on how to connect with an Expert: audio-only call (routed through the cellular line by our automated system), video call, and SMS message (the latter two are routed in the 6ya app). At this time, most customer requests are audio-only calls. If you need to switch to a video call, you can let the customer know that it may be the best option, and then disconnect the call. On the call summary page that immediately appears, you will have the option to call them back via video request.

When a customer calls they are expecting:

  • Friendly, respectful, and helpful demeanor
  • Questions answered
  • Quick solutions

How to drive the call: 

  1. Always start the call stating your name, along with the statement that 6ya is an independent service provider who is NOT affiliated with any other brand. Standard Greeting: “Hello, this is ____, I am an Expert with 6ya, a third-party company here to help you with your issue. How can I help?”
  2. When confused customers asked why or how they reached us (6ya), you should tell them that they simply clicked on our ad online. Please do not state that another brand or company referred the customer to us because this is incorrect.
  3. Listen to the customers issue.
  4. Ask clarifying questions to get to the core and fully understand
  5. Offer relief through suggestions. knowledge, recommendations, and emotional support

Most calls will last between 6-15 minutes; however, some calls may require 10 minutes of patient listening and clarifying questions to figure out what the issue actually is! So, please be prepared with patience and an energy of confidence for a variety of challenges.

Keep It Professional

6ya prides itself not only as helpful to customers, but also professional. This doesn't mean that you can't be friendly, but it's important to make sure that the customer is comfortable with the service you provide. Here are some guidelines as to what we expect from Experts (unfortunately if you show a lack of professionalism on your calls, you may be removed as an Expert):

  • Be patient. This is the most important quality Experts have. A lot of customers aren't going to be as tech-savvy as you, so if they're taking longer than expected, you shouldn't threaten them that you're going to disconnect if they just aren't understanding you.
  • Make sure you use a friendly tone as you walk customers through the processes. If the customer does not know the difference between a web browser and mobile app, don't laugh at them or crack any jokes. Even in jest, these kinds of comments can be hurtful. We've had customers laugh in the moment with the Expert, but then contact our support team upset after calls like this. 
  • Use good judgment. You'll be talking to people from all over the country and different experiences. Know that jokes that are made in your circles may not work with people who don't know you personally or are from other walks of life. 
  • Don't address customers with terms like "honey" or "sweetheart." Many customers have expressed discomfort at being called these names from strangers.
  • Don't curse, even in a casual manner.
  • If you're not in the right headspace to take calls (e.g. you're having a rough day or are just extra tired), it's best to not go available even if you have time. You don't want to take it out on the customer, and it's this kind of behavior that may have you removed, even if it was just once.

Reaching a Customer's Voicemail

Because we use an automated service to route the audio-only calls, connection issues can occur. Cellular carriers can have issues differentiating our calls from robocalls, and sometimes route the call immediately to the customer's voicemail. Other times, you're just not connected with anyone, so you don't hear anyone even when our system believes it did connect you.

If you reach voicemail when you're connected on a 6ya call (or just otherwise do not hear a live person within 20 seconds of being connected), please follow the following steps:

1. Disconnect immediately once you hear the automated message without leaving a voice message (or if you're saying hello for 20 seconds without hearing any response).

2. Use the callback feature in the app's call history to try to reach the customer again. If you don't reach a live person again, please disconnect promptly without leaving a voice message again. Flag the call in your call history with the "No answer, reached customer's voicemail" option.

If you leave voicemails or otherwise linger on an inactive call to provide payment for yourself, you put yourself at risk for deactivation.

Also note that our system sends the customer a satisfaction survey for all calls that are at least 60 seconds, so they will be able to rate you in these cases (and it will be a low rating). 

Pay per call

6YA pays a fixed rate for Service Calls that are initiated from 6YA customers using any of our mobile and web applications.

- For service calls less than 1 minute, the Expert will not be paid any fees.

-To count for payment, the call must contain services rendered by you as an Expert (i.e. if you were connected to voicemail or otherwise no live customer at all, it will not count if you lingered on the line for payment). If you are found to linger on the line to provide payment for yourself, you may be removed from 6ya as an Expert.

- For service calls longer than 1 minute, the Expert will be paid one of the following flat rates depending on the call's final duration:

Calls 1 min to 2 min -> $1
Calls 2 min to 10 min -> $3
Calls 10 min to 20 min -> $5
Calls 20 min to 30 min -> $7  
Calls 31+ min -> $10

All calls answered between 10PM to 5AM Pacific Time will have 30% more pay! 
We wanted to reward our Experts that hold down the fort in the early hours of the morning (and it does not matter what your time zone is)!
Late Night Hours starts at $1.30 per call and scales up to $13 for a 30+ min call!

Text message requests initiated by customers earn $3.00.

For every pay cycle in which an expert accepts at least one call or text message, there is a processing fee charged by the payment processors ($1.00 for every ACH deposit, or $2.00 for every check issued). If you choose check, it's important that you deposit it before the expiration date that's located on the top (6ya is not responsible for the banking fees incurred if you try to deposit an expired check). If an expert is not issued payment in a given pay period, no fees will be deducted.

In general, we recommend ACH deposit over check since these are securely sent to you, and much more quickly than a check through mail. There's no way to lose a direct deposit.

If a check is potentially lost in the mail, there are two options:

1. Cancel the check immediately and reissue. Note that our payment vendor charges a fee of $25 to stop payment on an active check that has not been returned to them by USPS, and this is removed from your earnings if you want to receive a new check sooner. We will then send you a check for the remaining balance. It's important that you not deposit the first check should it eventually arrive, as it will be voided before the second check is issued (6ya is not responsible for any banking fees should you try to deposit the first check after requesting a second one). If your earnings for that pay period are under $25, then you are not eligible for this option.
2. Wait for the check to expire (typically three months after the issue date), and then send a new check. At this time, there is not a fee associated with this by our vendor. Many times, the Expert does end up receiving the original check prior to expiration (sometimes postal delays happen).

From time to time 6YA may change or update these fees at its sole discretion.

Expert earnings are paid out twice per month: on the 1st and on the 16th. You can read more about how long it will take you to receive the payments by clicking here.

 

Picking up calls

It’s really important to pick up any calls that come in when you mark yourself as Available in the app. Make sure you save the 6ya customer number 650-445-0722 in your phone contact list (note that this phone number is not a live number you can call). This is important because we promise our customers immediate help. So, a missed call is a poor experience and a potential lost customer. Missed calls can also hurt your reputation and earning potential. 

Every once in a while you will answer a call and it may not connect. Make sure you report any technical issues by flagging the call in the app so we can troubleshoot with you or send feedback to our tech team. 

 

"...What if the call is going too long?" 

You can offer some actionable steps and a callback! After you end the call, text the customer some recommendations and a link to call you back. This is a great way to maximize your time and allow space to take more calls while your customer walks through your recommendations on their own. It is important to note that callbacks initiated by Experts do not provide any payment, as they are considered a continuation of the initial call.

 

Making the Most of your Experience: How to Succeed as an Expert

Time is important to all of us, so we want to help you maximize your time, earning potential, and help you fit the most calls you can into your schedule. 

Here are a few tips on how to do that:

  • Pick up double-pay calls - when a customer calls and their call goes unanswered by their expert, we may route the call to you. If the call is routed to you then you may have the option of accepting it when your are on Do not Disturb for a higher payout. So, accepting this call will lead to you getting more $$$ for less time.
  • Take advantage of our bonuses! - we have ongoing bonuses for experts that excel on the platform. You can see the current list of bonuses here
  • A super practical tip is, make time to take quick and back to back calls. The longer you are available, the more calls you can get. 
  • It’s important to keep the customer on point: drive the call. Don’t let them ramble and don’t be afraid to cut in. Stop them in their tracks and lead them with the right questions. Ask them to dummy it down and get very precise so you can address the core issue. Some people will tell you your life story... but make sure you solve the problem first.
  • Do everything you can to help the customer.
  • Even If you can’t personally process their refund from Netflix, you can help them learn how to do it: “I can walk you through what I have done to get a refund”
    ...this will give you good reviews and will end up routing MORE calls to you (which means more money)! 

The following tips come directly from our best and highest earning experts (so I am sure they will serve you well):

  • “Always take time to comfort the customer - lighten the mood, make them laugh, make them smile.” 
  • “Sometimes it’s elderly calling and you know they don’t have anybody to help. So, I’ll sit there and talk to them for a bit. That’s sometimes what they need more than anything and I feel fulfilled knowing that I took care of them on a human level.”
  • “Make a google doc with templates for every call type you get. It will save you time in replying and texting solutions to our customers”

How to Keep a High Customer Average Rating

The best tip to earn the most high ratings is to ask the customer to provide you a rating at the end of an especially great call! After confirming that they don't have any more questions, you can say, "I'm happy that I was able to assist. Once we disconnect this call, you will receive a survey asking for a rating for my service. It would really help me out if you took a few seconds to provide a rating." When the call ends, the customer will immediately see a screen requesting a star rating (from 1 to 5 stars) and a text box for comments. They do not need to complete both sections to submit. If they miss this screen and don't provide a rating, we will also email them with the request within 24 hours. It's important that you do not specifically request that they give you a 5 star rating, as we don't want to pressure customers with a high rating. Customers have lowered their rating for this specific reason as well.

Other times, you may get calls outside of your expertise - customers may choose the wrong category when selecting an expert (ie: technology vs home repair). In these cases, tell them to request another call in their 6ya account and make sure it's in the category that matches their question. You'll want to make sure you disconnect this call prior to the 60 second mark.

  1. Make sure you always get to the bottom of the problem. Ask the right questions and make sure you understand the whole situation before making a recommendation. Not listening and jumping to give an answer may lead a customer to not trust you and leave a poor review.
  2. Follow up on your word - reach back out to the customer when you promise you will. Set a reminder for yourself or go offline until you have called them back. No call back is a common reason we see for poor expert reviews.
  3. Always, always, always help the customer feel they have actionable next steps to resolve their issue, even if that is walking them through how to cancel their membership with 6ya. Make sure you carry the tone of voice that communicates you can help them no matter the issue or if you can’t, you will direct them to someone that can. 

Best Practices for Managing Unacceptable Language from a Customer 

Give a polite warning, then tell them you will need to hang up if they continue.

  • “Sir/Ma’am I will need to disconnect the call if you continue to swear at me. I honestly want to help, but I need us to be able to talk calmly about what is going on”.

If they continue, you can say:

  • “I warned you about the language. I will need to disconnect the line if it continues and then you will need to call back and connect with another Expert.” 

If they don’t stop, feel free to follow through on your word.

If you can withstand it, listen and let them rant briefly, then when they are done say something similar to:

  •  “So, let’s solve this issue together. I think ______ is the core of the issue. Let’s find a resolution”.

Common Caller Issues 

How to deal with confused 6ya callers! 

Goals: Use empathy, validate feelings, and redirect/relieve the anger and frustration

Sometimes we get calls from users thinking we are another company.

This can happen for a number of reasons. Sometimes this is due to our marketing that states we have Google, Uber, or etc. experts available to help. Other times, customers may be searching the web quickly, so once they see that 6ya offers live professionals, they'll instantly click through. We don’t want to deceive our customers about who we are or what we are offering. So, If a customer connects with us and is confused about what company we are, the best approach is honesty! 

  • I cannot stress this enough: TONE is EVERYTHING. You can’t just say you want to help, you need to sound like you really mean it. 

Here is how I handle this situation: (these phrases can be switched around depending on how the customer is responding to you) 


(First: if a customer calls thinking we are another company, take that as an opportunity to share the value of what we offer at 6ya: tech support anytime - can call with multiple issues and get follow ups)

Here are some examples of useful things to say: (using a caller for google as an example)  

  • "There must have been some confusion when you were routed to us - I do not work at google, but I am an Expert that helps people with their google products everyday! Google does not offer live support, that’s why I am here to help! Let’s figure this out together. "
  • "I can help you figure out a solution or direct you to where you need to go next to solve your problem. You are not alone in this.... Can you tell me about what is going on?"
  • ?I can tell you are really frustrated and rightfully so, I have been in your shoes before and your situation is not just. Unfortunately, google has no support line for Gmail. It’s incredibly frustrating and honestly not fair to their users, but that’s why 6ya is here, so we can fill in the gap. Some companies' support reps have actually started sending our number to their clients, because they know they can’t help their own customers or users due to lack of resources. We won’t do that. We are going to be honest about what can and cannot be done. For example, if you are locked out of an email and there is truly no way you can get back into it, I will tell you. But, I will also help you explore any creative routes to getting into it or help you set up a new email if need me to. And, if I can’t help, I can get you to another Expert who can… So, tell me a few more details of what is going on…"

 

How to Handle Requests for Refunds

Goals: Use empathy, validate feelings, give them actionable next steps! 

A great reply sounds like: 

  • “I am so sorry you are going through this; your situation sounds really frustrating. Let’s see if I can help you find a clear path to getting your refund. Even though I don’t have the power to refund you myself, I will direct you on steps you can take to get a hold of the company and get your refund.”

Our goal is to help resolve the issue.

We should not just pass this customer back to the company they can’t get a hold of. If the customer calls us asking for a refund and an Expert just gives them a company’s customer service number, that doesn’t do them much good. Give them several steps to take so they can get what they need. For example, you can suggest creative things like: 

  • “if calling the company has not or doesn’t work... message/call out the company on twitter, message them on Instagram, leave a comment on Facebook about the issue - see if the company replies and resolves it there”.  

...And always tell the customer to call us back if they are still having issues… because we will do all we can to creatively find them the help they need. 

For Canceling a Membership with 6YA

I would start by saying,

  • “I'm sorry to hear this. If someone else was not able to resolve your issue, I would like to help. What is great about 6ya is that we are always here to provide immediate help when you encounter any problem. You don’t have to face things alone and I am very sorry if you previously had a poor experience for any reason.” 

If they still want to process a refund or cancel their membership, let them know that you do not have any access to their account, but will be happy to have our customer service team reach out to them via email, and then promptly disconnect the call without providing any further assistance (we want to make sure we're freeing you for a customer that would like help). Once the call is over, you'll click on the call in the app's call history, and then flag it with the request that the customer needs membership help (and provide context in the text field). You will not need to get the customer's contact information in this case, as our system will already have it on file.

You should never take the customer's login credentials to their 6ya account to cancel for them. Don't promise any refunds to customers, as our customer service team is trained to help customers navigate their plan (this also may lead the customer to think that they don't need to hear back from the customer service team). Promising refunds also may jeopardize your standing as an Expert. You should never instruct a customer to file a chargeback with their bank against 6ya (chargebacks are harmful to all companies in which they're filed against). If this happens, you will be deactivated. 

 

Important Note on Privacy

  1. Remoting-in is a no-go. Please do not use any software such as TeamViewer to access or otherwise control the customer’s computer or any other device, as this is outside of the scope of 6ya services. 
  2. Under no circumstances should you ever get a customer's personal information, including (but not limited to) their phone number, email address, home address, credit cards, or passwords to their accounts, even if you’re trying to troubleshoot it for them or they offer it to you first.

If we receive reports of #1 or #2 happening, you may be removed from the platform. This is to protect both you and the customer.

In the case that they offer you their personal information (for example: their PayPal credentials to remove a payment for them), you’ll tell them that you’re unfortunately unable to accept this information for security reasons, but you’ll be happy to walk them through whatever it is they need over the phone.

If you get the customer's 6ya pin to log into their account (even just once), you may be removed from 6ya as an Expert. Suspension over this issue happens more often than one would like to imagine, even to some of our former top Experts with excellent ratings. So, please don't let this happen to you. If the temptation comes, take a break and reach out to the team for support - we are here for you. If a customer would like to cancel their subscription, let them know that you will contact the customer support team for them. Once you're off the line, you can shoot us an email with the call ID and we'll take it from there.

Only You Should Answer Your 6ya Calls

You should be the only person answering your calls. Each Expert account has only one person assigned to it. If it's determined that you (as the person who interviewed with the 6ya Onboarding Team and as the person whose name is on the application) are having other people answer your 6ya calls, you will immediately be removed as an Expert. This also means that you should have your true name and photo on your profile and application.

If at any part it's discovered that you have ever misrepresented yourself, our team will deactivate your Expert account, even if you have already started taking calls.

Feedback as an Expert

A standard part of being an Expert (or being in any customer-facing role) is receiving feedback, even if you have a high customer rating average. Our team may reach out from time-to-time with tips on how to improve. You shouldn't take this personally, as this feedback is part of our process of improving the platform overall!

Unsure of Something During a Call?

Customers may ask you a question about 6ya that you aren't sure about (e.g. what membership plan they're on, what their billing cycle is). If you're ever unsure of an answer, the best step is to just let the customer know that you have no access at the moment answer the question but will have the customer support team follow up (or ask them to contact our customer support team at support@6ya.com). It's perfectly fine to admit that you don't know an answer. Once the call disconnects, you will flag the call in the app and leave a note for the support team to follow up on the customer.

Mistakes happen when Experts guess the answer to get the customer off the line. This is never the route to choose, as our customer service team typically has to scramble to right the situation where wrong information is given. Once you flag the call for followup, our team will be in touch with the customer promptly.

 

CONGRATS! You made it to the end! 

If you ever need to reach us for questions or feedback, email us at:
Experts@6ya.com 

 

 

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