Steps to Offer Premium Services to Customers

By Christine |

Primarily, Premium Services are services that Experts are able to fulfill IN-ADDITION to answering the customer's question. There are a few exceptions to this rule, for instance: upgrading the current question by offering to fulfill it via a phone call. 

Here's a list of the most popular Premium Service offers:

     - Secure remote assistance

     - Follow up phone call(s) depending on situation and need


     - Providing letter templates 

     - Document preparation

     - Website design and programming

     - In-Depth research and reports

     - Providing additional diagrams, manuals


1. Lock the question as usual.

2. Get a full scope of the question and situation: Send Answers and IRs to the customer to ask for more information and get details about the issue so you can provide solutions.

3. Answer the question completely to the satisfaction of the customer, including manuals, diagrams, etc.  that are necessary to provide a complete answer to the question.

4. Confirm the question is answered: As part of the last Answer, the Expert may confirm with the customer whether they agree that the question was answered well and completely and remind the customer to rate the Answer.

5. Offer a Premium Service: Along with posting your last Answer to the customer, let the customer know that you will be sending them an “OPTIONAL” premium service and that they can accept it or decline it.


Provide details: Once you press the orange "Offer Premium Service" button, a pop-up should appear. Fill in the details of your offer, explain exactly what the customer stands to receive and the cost, and press on the "Submit Offer" button. 



If the customer isn't interested in the Offer currently, the offer will continue to exist on the customer’s question list. Customers have the option to hold onto the Premium Service Offer and accept at a later date.

If you have any questions about Premium Services or if you have issues or feedback, Submit a Request using the link in the top/right corner of the Expert Help Center pages.

Have more questions? Submit a request