Please fix the app to support paste links.
Need to copy and paste links to customers with more company policy and info and the app is not supporting PASTE the links. It’s really not working. PLEASE FIX! Thanks!
App that doesn’t scale
Simply put, in today’s age, I don’t get why the app is solely designed for a mobile phone. It doesn’t scale at all on an iPad.
It also doesn’t offer as much functionality as the web version.
Massive room for improvement.
It also doesn’t offer as much functionality as the web version.
Massive room for improvement.
Glorified website
I love Directly, but this app is just is just like a tab in Safari, but glitchy. Directly needs to invest time in an app overhaul so the Experts can better help customers. And please bring it to iPad. Right now it’s useless on an iPad.
Genuine business, but poor app
Sadly, the app does not scale on an iPad. Half the app is missing so you cannot read all the content.
Love Directly, hate app
The app isn’t a “real” app. It is just a subpar mobile optimized website disguised as an app and doesn’t even fill my iPhone screen. Top and bottom are black. So much wasted space. Would be nice to get a real app developed for on the go questions.
Great Idea - Room for Improvement
Great service and relatively smooth implementation, however after using it for a month I see a few places which could be improved.
A few things I’d like to see in future:
1. Ways to report non genuine / abusive customers (sometimes you get bad reviews as soon as you send the first message). You can currently do this via the ‘Ask Experts’ bubble but this would be easier as a function we can do ourselves.
2. Ways to report unhelpful advisers - I regularly see copy/pasted answers being sent be certain advisers even if it makes no sense, just so that they get the first contact with the customer and grab far too many tickets (maybe having a limit to open tickets, or amount of tickets picked up in a time period would solve this). Maybe a more thorough check on advisers before giving access.
3. Ability to easily view vareply on the iOS mobile app, currently you have to copy and paste the link into your mobile browser.
4. Review of neutral reviews. Currently only negative reviews are checked, however some people leave neutral reviews for no reason which also affects your CSAT. I’ve had a user state ‘you are the best’ before but still leave a neutral review, maybe it’s by accident, but it should affect CSAT when they have actually received a good service.
Other than the above, I really like the service and being able to help/guide users to resolutions, are reroute them to Microsoft if I am unable to do so. I also like how I can sign in when I want or when I have spare time to help out, it’s basically Uber for Tech Support.
A few things I’d like to see in future:
1. Ways to report non genuine / abusive customers (sometimes you get bad reviews as soon as you send the first message). You can currently do this via the ‘Ask Experts’ bubble but this would be easier as a function we can do ourselves.
2. Ways to report unhelpful advisers - I regularly see copy/pasted answers being sent be certain advisers even if it makes no sense, just so that they get the first contact with the customer and grab far too many tickets (maybe having a limit to open tickets, or amount of tickets picked up in a time period would solve this). Maybe a more thorough check on advisers before giving access.
3. Ability to easily view vareply on the iOS mobile app, currently you have to copy and paste the link into your mobile browser.
4. Review of neutral reviews. Currently only negative reviews are checked, however some people leave neutral reviews for no reason which also affects your CSAT. I’ve had a user state ‘you are the best’ before but still leave a neutral review, maybe it’s by accident, but it should affect CSAT when they have actually received a good service.
Other than the above, I really like the service and being able to help/guide users to resolutions, are reroute them to Microsoft if I am unable to do so. I also like how I can sign in when I want or when I have spare time to help out, it’s basically Uber for Tech Support.
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Great App and company
This is the best work from home job, the compensation is excellent, you can never find a work from home job that pays $4000-6000 a month of course depending on performance and company. The app itself is perfect not sure why the other reviews disagreed maybe they just don't get paid well 😂😂
Love it!
Great company! Love the idea, I have doing this for a couple of months now and have made over $500
Garbage company & service
So this service allows companies to have regular people be a customer service department, instead of hiring and training their own employees.
When a customer has an issue or question the Directly users race to be the first to provide a highly voted ‘acceptable’ answer, as voted by other Directly users. The answer doesn’t have to be correct, or actually apply to the issue or question, and can even just be a chunk of the company’s website lazily copied and pasted, as long as other Directly users vote it acceptable, the first one who gets the most votes gets paid. And they get paid pennies per raced to submit answer, which is massive overpayment based on the answers that are being provided.
So if you want cheap/free customer service AND angry customers with completely unresolved issues/questions, choose Directly!
When a customer has an issue or question the Directly users race to be the first to provide a highly voted ‘acceptable’ answer, as voted by other Directly users. The answer doesn’t have to be correct, or actually apply to the issue or question, and can even just be a chunk of the company’s website lazily copied and pasted, as long as other Directly users vote it acceptable, the first one who gets the most votes gets paid. And they get paid pennies per raced to submit answer, which is massive overpayment based on the answers that are being provided.
So if you want cheap/free customer service AND angry customers with completely unresolved issues/questions, choose Directly!
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Crap
Yet another Safari wrapper app just so a company can claim it has an app in the App Store. Why bother? Safari works just fine, and this does nothing to enhance the user experience. In fact, it actually wastes our time having to download this and figure it out. Pull this garbage & release a real app with native UI features. Having badges and notifications isn't enough of a feature to merit an app. Directly as an idea of white label experts forums is great, but the experience is a bit cumbersome due to not being able to directly link others to cases, making it ironically named. I look forward to seeing an actual app from your team.
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