Helpouts training for team members

Creating & Managing Your Listings

http://ecom-akademie.com/cb/Helpouts-Expert-Secrets/index.html

Overview & Requirements

Access Your Listings

Manage Your Listings

Give Your Helpouts

Payments & Cancellation Fees

Support & Policies

Agenda

Overview & Requirements Set-Up Your listing Set-Up Your list




Give Your Helpouts


Support & Policies

Agenda



❖ Helpouts offers a new way to connect people in real

time over live video, and is accessible on any device

❖ You can set up a listing to share your skills and

expertise with anyone, anywhere!

❖ People can choose who to get help from based on

qualifications, availability, ratings and reviews

What is Helpouts?


An Individual Google+ Account❖ A Google+ account is required to login and use Helpouts❖ If you already have a Google account, make sure you have

upgraded it to Google+ by logging in to plus.google.com and completing your profile

Requirements

https://plus.google.com/


Set up your Google+ profile❖ Your Helpouts profile information is auto-completed based on

your Google+ profile, so make sure you go to plus.google.com and set up your profile

Requirements

Visit the Google+ Help Center for more information on viewing and editing your Google+ profile.

http://plus.google.com

https://support.google.com/plus/answer/1355890?hl=en&ref_topic=3049734



Requirements Technical System Requirements ❖ Any 2 GHz dual core processor or greater❖ A broadband connection to the Internet

➢ We suggest at minimum 1 Mbps/1 Mbps (up/down)❖ The current version or previous major release of one of the

following Operating Systems: Mac OS X, Windows, Chrome, Ubuntu and other Debian based Linux distributions

❖ One of the following internet browsers: Google Chrome, Safari, Internet Explorer 10+, Mozilla Firefox





Give Your Helpouts


Support & Policies

Agenda



1. Login to your email to accept the invitation your admin sends you from [email protected]. Please contact your admin if you experience any issues with this step

Access Your Listing

mailto:[email protected]


2. Once you click “Accept invitation,” you’ll see a confirmation that indicates you have successfully joined the team. Click “Continue” and you will be logged in to your account

Access Your Listing


3. To access your account in the future, simply visit helpouts.google.com. Click the “Sign in” button in the upper right corner

Access Your Listing

https://helpouts.google.com/refer?uic=HEINZ81K

http://helpouts.google.com

http://helpouts.google.com


4. If you have multiple accounts, you can toggle between accounts from the profile drop-down in the upper right corner

Access Your Listing


5. Click on ‘Your Helpouts’ > ‘Your listings’ to view the current listings your admin has assigned to you. 6. Click on the listing title to view the details

Access Your Listing





Give Your Helpouts


Support & Policies

Agenda






Give Your Helpouts


Support & Policies

Agenda


Notifications

Set Availability

View & Edit Bookings

Messages


Set Availability❖ Set your availability using the drop-down in the top right corner❖ You can choose available now (instant help), specify your next

available time by clicking “Edit availability”, or simply turn availability off



Give Your HelpoutsSet Availability❖ If you offer instant help, make sure you specify how many people

can wait in queue under your settings menu❖ The default number of people who can wait in queue is 4❖ Check with your team admin for best practices on how many

people to allow to wait in queue


Manage Your ListingsSet Availability❖ To schedule future availability, click Edit availability under the

availability drop-down❖ Click Add availability or click directly on the calendar to specify

available times for any of your Helpouts listings❖ Check Repeat to create recurring available time slots


Manage Your ListingsSet Availability❖ To remove existing availability, simply click on the block of time on

your calendar and click “Remove”





Give Your Helpouts


Support & Policies

Agenda


Messages

Set Availability


Notifications


Manage Your ListingsView & Edit Bookings❖ Click on an appointment in your calendar to view the Helpouts

listing, customer name and time of Helpout❖ You can also cancel or reassign your appointments here


Manage Your ListingsView & Edit Bookings❖ Click “Reassign” to reassign the Helpout to another team member

with availability at that time. ❖ Note: Changes aren’t visible until you refresh, or click out and back

into your calendar


Manage Your ListingsView & Edit Bookings❖ Click “Cancel Helpout” to cancel an existing appointment

➢ Try to cancel with at least 24 hours notice➢ You may want to send your customer a message kindly asking

him/her to reschedule


View & Edit Bookings❖ Another way to edit bookings is to click on “Your Helpouts” and

select either “Coming up” or “Past Helpouts”



View & Edit Bookings❖ Click “Coming up” to cancel Helpouts or to view and send

messages to customers




Access Your Listing


Give Your Helpouts


Support & Policies

Agenda


Messages

Set Availability


Notifications


Give Your HelpoutsMessages❖ You can send messages to your customers before and after a

Helpouts session by using the messaging functionality❖ Messages are sent to the customer’s email address and are also

viewable in the customer’s Helpouts interface under “Coming up” or “Past Helpouts”


Give Your HelpoutsMessages❖ You can respond to messages through email, or directly in the

Helpouts interface

Hi John,


Manage Your ListingsMessages Keep the following in mind if there are multiple team members assigned to the same listing:

Messages are tied between a customer and a listing. As a result, if a customer books multiple Helpouts for the same listing, then multiple team members may see the messages.

Example: John books a Helpout with team member A one week, and team member B the following week for the same listing. Any messages sent to team member A will be viewable to team member B, and vice versa.

Recommendation: Since messages in Helpouts are stored in a “shared inbox” format, check with your Admin about best practices for handling these messages.





Give Your Helpouts


Support & Policies

Agenda


Messages

Set Availability


Notifications



Notifications❖ Click the gear icon in the upper right corner to access your Settings



Notifications

Customize how andwhen you want to receivenotifications, such aspop-ups, emails and text messages

You can also set calendar preferencesin this settings menu


Notification Settings❖ If you are logged in when someone books a Helpout session you

will see a notification at the top of your account, which shows the scheduled time, name of the listing and customer photo



Notification Settings❖ Before the Helpout starts, you and the customer will receive any

notifications you opted into, such as 5-minute email warnings



Notification Settings❖ You can join the Helpout up to 6 minutes before the session start

time❖ You will see a notification in the upper right corner of your account

with a green “Join Helpout” button



Manage Your ListingsMessages & Notifications Summary

NOTIFICATIONS PRE-BOOKING MESSAGES

POST-BOOKING MESSAGES

TEAM ADMIN

Notifications such as new bookings & cancellations go directly to team members (admins are not notified)

All messages go to the email address specified by the Admin in the settings menu

Note: You may want to make this an internal alias so all Team Members are notified


TEAM MEMBER

All standard notifications as configured in the settings menu


Messages are accessible in the interface when viewing upcoming and past Helpouts



Access Your Listing


Give Your Helpouts


Support & Policies

Agenda




Access Your Listing


Give Your Helpouts


Support & Policies

Agenda


Joining a Helpout

Feedback

Video Call Etiquette

Rejoining a Helpout


Give Your HelpoutsVideo Call Etiquette

❖ Video calls work best in a well-lit environment. If you can't flood the room with natural light, make sure you set up a light source facing you (placed behind your camera, but towards you). Also, sit in a chair that doesn’t swivel. Swiveling on camera can be distracting to your customers!

❖ We recommend using a wired connection if possible, and having wireless connection as backup. Choose a quiet location to avoid distracting background noises.

❖ If you experience an echo during your video call, make sure you and the customer close all other browser windows (in case someone is playing another video by accident). External speakers pointed towards your microphone may also cause an echo; try using headphones or earbuds in this case.


Give Your HelpoutsVideo Call Best Practices

❖ Before you dive into your Helpout, make sure the customer can hear you and vice versa.

❖ Check with your Admin for specific introductory messaging and/or follow-up procedures. For example, perhaps you offer to send a follow-up message recapping what was discussed, or perhaps you direct your customers to other sources of information, next steps, etc.



Access Your Listing


Give Your Helpouts


Support & Policies

Agenda


Joining a Helpout

Feedback


Rejoining a Helpout


Give Your HelpoutsJoining a Helpout❖ If you are available instantly, the customer simply clicks “Start

Helpout” next to your listing


Give Your HelpoutsJoining a Helpout❖ If you are already in another Helpout, and have allowed people to

wait in queue, the customer will see the “Join queue” button

❖ After clicking “Join queue” customers get queue status notifications in the upper right corner of their account


Give Your HelpoutsJoining a Helpout❖ You will be notified of an upcoming Helpout based on how you’ve

configured your notification settings (pop-up, email, SMS etc.)

❖ For pre-booked sessions, you will see this notification in the upper right corner of your account up to 6 minutes before the start time

❖ Click the green “Join Helpout” button to get started


Give Your HelpoutsJoining a Helpout❖ When you click “Join Helpout” you’ll see a box with a green “I’m

ready” button. ❖ If the customer requests a recording, you’ll see a checkbox to allow

the customer to keep a saved recording for private use.


Give Your Helpouts

Joining a HelpoutFamiliarize yourself with the tools on the left panel:❖ Chat - send messages via text to your

customers (i.e. links to websites)❖ Screenshare - show your screen to your

customer❖ Capture - take a snapshot of the video

call❖ Google Drive - access & edit your

Google drive photos together❖ Remote Desktop - Control your

customer’s computer remotely (with permission, of course)

❖ Scoot & Doodle - Use art and drawings to communicate in a fun way

❖ Helpout tools - Click here to find more apps


Give Your HelpoutsJoining a Helpout❖ Familiarize yourself with the toolbar at the top of the Helpout:

The record button is red if the video is being recorded

The dollar sign will indicate that it’s a paid Helpout

Click the microphone to mute yourself (it will turn red)

Click the video camera to turn off your camera

This lets you adjust your video quality settings depending on your bandwidth

This allows you to adjust camera, mic and speakers inputs

The red call button ends the video call


Give Your Helpouts

Joining a Helpout

❖ If the customer doesn’t show up on time, please wait at least 5 minutes from the scheduled start time before leaving and considering the session a no-show. Your customer may be having technical difficulties or just be running late.

❖ You may want to try sending them another message to remind the person about the Helpout

❖ If after 5 minutes the customer still does not show up, any applicable cancellation fees will apply (depending on the policy your Admin has chosen)


Give Your HelpoutsJoining a Helpout❖ Once your customer joins….



Access Your Listing


Give Your Helpouts


Support & Policies

Agenda


Joining a Helpout

Feedback


Rejoining a Helpout


Give Your HelpoutsRejoining a Helpout

❖ In some cases, your Helpouts may end due to connection issues, or someone accidentally clicking the “End Call” button

❖ There is a rejoin feature that allows you and the customer to join the Helpout if you aren’t finished


Rejoining a Helpout

❖ Example 1: You and the customer both leave the Helpout. The customer clicks ‘Rejoin’ first. You will see a ‘Rejoin Request’ notification at the top of your screen. You can click ‘Decline’ or ‘Rejoin Helpout’

Give Your Helpouts


Give Your HelpoutsRejoining a Helpout❖ Example 2: You and the customer leave the Helpout, but you click

‘Rejoin’ first. The customer gets a ‘Rejoin Request’ notification. You will wait in the Helpout for your customer to either return or reject the rejoin request



Access Your Listing


Give Your Helpouts


Support & Policies

Agenda


Joining a Helpout

Feedback


Rejoining a Helpout


Give Your Helpouts

Feedback & Abuse❖ Customers can leave feedback immediately following a Helpout, or

later on, under the “Your Helpouts” page❖ Customers rate your Helpouts on a scale of 5 stars❖ Customers get email reminders to leave ratings/feedback

Give Your HelpoutsView Performance & Earnings

❖ To view your performance statistics (including earnings) you can click the following link and download a .csv file: https://helpouts.google.com/api/providerreport

https://helpouts.google.com/api/providerreport





Access Your Listing


Give Your Helpouts


Support & Policies

Agenda



Payments

How Payment Processing Works

❖ To accept payments, your Admin will set up a Google Wallet Merchant Account

❖ Customers will have to set up a Google Wallet Checkout account to make payments

❖ Contact your Admin to have refund requests processed through the Wallet Merchant Center account


Cancellation Fees

Cancellation policy for Paid Helpouts

❖ If a Helpout is cancelled within 24 hours of the session start, the following cancellation fees apply:

➢ Fixed price Helpouts: Customer is charged half the total price

➢ Per minute priced Helpouts: Customer is charged for 5 minutes of service



Access Your Listing

Manage Your Listing

Give Your Helpouts


Agenda


Support & Policies


Helpouts Support

Click the question mark in the upper right corner of your account in order to: Search the Help Center, get support from Google over a Helpout, email us a question, send feedback or give our support team a call

https://support.google.com/helpouts/

https://support.google.com/helpouts/contact/helpouts_email


Policy Guidelines

A comprehensive list of Helpouts Policies can be found in the main Helpouts Policy Center and in our Terms of Service

https://support.google.com/helpouts/topic/3452780?hl=en&ref_topic=3269999

https://support.google.com/helpouts/answer/3273906?hl=en&ref_topic=3269999


Helpouts training for team members

Documents

Transcript of Helpouts training for team members