Get going in 4 simple steps
to learn how
to use the app
the "all about Limitless"
how to help
Northumbrian Water customers
your Northumbrian Water quiz
What's in it for me?
Successfully complete both quizzes,
a few practice questions
and earn you first £10 on the app.
For every query you answer on the app
which gets positively reviewed by other Customer Ambassadors.
Great. What do I have to do?
You have 2 simple tasks as a Customer Ambassador 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.
To send your answer, you'll see 2 options - 'Respond & keep conversation open' and 'Respond & end conversation'.
- Choose 'Respond & keep conversation open' if you need more information from the customer in order to answer their query effectively. This button enables you to ask the customer a question and keep the conversation going. By keeping the conversation open, you can own the whole coversation with the customer and earn the maximum fee allocated for resolving the question.
- Choose 'Respond & end conversation' if you can help resolve the customer's query in one single response. Please note that if you use this option to prematurely to close the case when the customer needs further help, the customer can then reopen the question and you might risk losing a portion of the fees allocated to resolution. So, make sure you've addressed the customer's query completely before using this option in the app.
2. REVIEW responses by other Customer Ambassadors
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 Customer Ambassador 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.
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.
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 receive queries I cannot respond to as a Customer Ambassador
There are a list of specific enquiries Customer Ambassadors cannot deal with and in those cases, you'll need to advise the customer to contact the Customer Services team. We've provided templates in the app on how to respond to these enquiries. You'll also come across these templates later on in your onboarding.
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
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
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.
Please take it back to the store or go to the website for information.
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?
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.
You’re all set to take our ‘Limitless’ quiz. Good luck, you've got this!