Get going in 4 simple steps

Read this
to learn how
to use the app

---5 mins---

Complete
the "all about Limitless"
quiz

---30 mins---

Learn
how to help
Northumbrian Water customers

---60 mins---

Complete
your Northumbrian Water quiz

What's in it for me?

Limitless rewards your brand ambassadors for resolving enquiries £10
Successfully complete both quizzes,
a few practice questions
and earn you first £10 on the app.
Limitless rewards your brand ambassadors for resolving enquiries £1.50
For every query you answer on the app
which gets positively reviewed by other Commmunity Guides

Great. What do I have to do?

You have 2 simple tasks as a Community Guide on Limitless – it’s super easy!

1. RESPOND to questions

In the app, you will find questions from customers. To earn money and points you just need to write a helpful response back. If you are not sure of the answer you can use the Knowledge Library in the app anytime.

2. REVIEW responses by other Community Guides

Reviewing is a key part of being in the Limitless Community. You will see tasks in your app labelled REVIEW. To review you just need to read the response another Community Guide has created and vote on it.

Remember, a Community Guide only gets paid if the review provided by peers is positive, so please review fairly. You would want them to do the same for you.

Super. What else do I need to know?

PASS when in doubt
If you’re unsure how to respond to a question, don’t worry. Select the PASS option and move onto another question.

ASK THE CUSTOMER A QUESTION if you need more information
If you need more information from a customer in order to create a helpful response, you can press the 'Ask the customer a question' button. Once you click 'Respond' on a task, you'll see the option to 'Ask a question'.

REPORT if you find it inappropriate
If you see any content that is inappropriate or sensitive information (such as an email, address details, credit card information etc.) from either a customer or a Community Guide, please select REPORT – our team will review the content and remove it from the app.

Do not use the FORWARD button
In the app, you'll see an option called FORWARD. Do not press this button, as it won't do anything specific.

BUILD ON if you’ve more information to add
If you feel that a response created by another Community Guide needs more information, you can add on to the response as part of the ‘review’ process. We call this a BUILD ON. Only BUILD ON if you know that the answer given is inaccurate or incomplete and you have further information that will add value.

Ok, how exactly do I perform a BUILD ON?

You’ll be able to BUILD ON to a response the same way you answer a question – i.e. by typing into the ‘response field’ . When you are doing this, take care not to contradict the response you are building on. You can start the build-on with phrases like "Hi, you may also like to know that…." or "In my experience, I have also found this.......to be very helpful." You can find more information on BUILD ONS in the Knowledge section, once you log into the app.

Remember you can earn money on a BUILD ON too. Other Community Guides will review all the responses associated with the question, the points and rewards will then be split based on the voting outcome.

What if I am unable to help the customer?

If you find questions that you cannot answer as a Community Guide, simply respond in this format " Thank you for getting in touch. Unfortunately I'm unable to help you with your query. Please contact Northumbrian Water's Contact Centre on 0345 733 5566, between 8am and 8pm (Monday to Friday) and 8am and 1pm (Saturday). You could also leave a query on the website at https://www.nwl.co.uk/your-home/Contact.aspx. "
Please note that you should only use this template if you feel the query cannot be handled by a Commmunity Guide, and needs a Customer Service agent. If you are unsure about what to do, simply PASS the task.

To summarise, what are my voting options?

  • LIKE if you think the response is correct
  • DISLIKE if you think the response is not correct
  • BEST ANSWER when the response is clearly, unquestionably awesome and can't be improved upon. We use these answers to train new Ambassadors and to improve our online Knowledge Library

Show me an example

Gladly!
Customer Question - Hello, I would like some information on how to use this product. I purchased it 2 months ago, however it has already stopped working. It’s only me using it, so my daughter tells me I have broken it. What could I have done wrong? Julie

Like

Hi Julie, thanks for your enquiry. There is indeed a way to get your product working again.

Here are the step-by-step instructions you need to follow. Step 1, Step 2, Step 3. Follow these and the issue should be resolved, and I’m sure your daughter will be pleased to know that it’s just a setting that needs to be switched on. Hope this helps and feel free to come back to us with any other questions.

Dislike

Hello,

Please take it back to the store or go to the website for information.

Best answer

Hi there Julie,

Thanks for getting in touch. It’s most likely not your fault, I get the blame from my children too when something stops working!
I have had a look for you, and it seems to be an issue that commonly happens. I’m happy to say that it is really easy to fix!

Please follow these instructions to get the product restarted: Step 1, Step 2, Step 3.
I hope this has solved the problem, and you can start using it again. If you have any other questions, please feel free to contact us again.

Ok, any tips for creating great responses?

Be yourself
Your goal is to respond to the customer’s query, make them feel valued and show that you care that they have taken the time to get in touch. It's that simple! It’s your personality and brand passion that will really make the difference in your responses. We rely on you to be natural, warm and polite to customers.

Follow the Limitless 5-step approach

STEP 1: Thank the customer for taking the time to contact
STEP 2: Always provide a resolution or a suggestion to their query
STEP 3: Make sure you answer all points if there are multiple questions
STEP 4: If appropriate send links to where useful information can be found online
STEP 5: Personalise the response, make it your own! Share your experience and stories

Use the Knowledge Library
Everything you need to know is in the Knowledge Library - general information and common questions. Make sure you do your research before answering.

Check your spelling & grammar
Remember to do your spelling and grammar checks. A poorly worded response will reflect badly on the brand and ultimately on your customer satisfaction rating. 

Make sure you use the Knowledge Library in the app

Once you are in the app, use the Knowledge Library to help answer queries. It is populated with relevant templates to standard queries. Simply type a relevant word into the search bar (for e.g. water pressure, water meter, moving home etc.) and you'll find relevant links to your question. You can use the templates in the Knowledge area to supplement your responses, but please don't forget to personalise and add your own knowledge and experience of using the service. Customers will appreciate it.

What's next?

You’re all set to take our ‘All About Limitless’ quiz. Good luck, you've got this!