Get going in 3 simple steps

Read
this page
and complete the Limitless quiz

Read
about how to help Outlook.com customers
and complete the Outlook.com quiz

Practice
on the app
and get up to speed

What's in it for me?

Limitless rewards your brand ambassadors for resolving enquiries £20
Read all learning modules,
and complete all the quizzes
to earn your first £20 on the app
Limitless rewards your brand ambassadors for resolving enquiries £2
For every query you answer on the app
which gets positively reviewed by other Ambassadors

Great. What do I have to do?

You have 2 simple tasks as an Outlook.com 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.
  • Please note that you wouldn't see the customer name in the Limitless app - so start your conversation with 'Dear customer'.

2. REVIEW responses by other Outlook.com Experts

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 Ambassador has created and vote on it.

Remember, an 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.

Additional useful tips for answering on the app

Select a response code and an issue when answering a query

Once you've created the perfect answer for the customer on the app, there are 3 important steps you need to follow.

  1. Select a response code: Select a response code from drop down option available on the app.
  2. Select the right option to send the answer: Choose 'Respond & close conversation' if you've resolved the query, choose 'Respond & keep coonversation open' if you need more information from the customer to help them.
  3. Select a relevant issue: Once you've clicked the relevant 'send' option, you are taken to your Response preview page. Here, you'll find an option to add an issue to your answer. Scroll down the list to add an issue which you think best represents the query asked by the customer. Please remember to add only one issue. Now you can send your answer to the customer. Don't forget to proof read you answer before pressing 'send'.

    4. Watch this video to get an idea of how to send a response to Outlook customers via the Limitless app.

Super. What else do I need to know?

FORWARD if the query cannot be handled by an Ambassador

If the question is not appropriate for Limitless, you can FORWARD it. This will send the question on to the Outlook.com Customer Service team. Remember, forwarding a query correctly earns you points as well.

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 an ambassador, 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 Ambassador needs more information, you can add on to the initial response during 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 Ambassadors will review all the responses associated with the question, the points and rewards will then be split based on the voting outcome.

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 - Hi there, I’m new to Outlook and have accidently deleted some of my Outlook contacts. Is there a way to recover them? If so, please advise! James

Like

Hi James,
Thanks for getting in touch with Outlook.com. I’m sorry to hear that you’re having trouble recovering your deleted contacts. Refer this link to read about how you can recover your deleted contacts. Essentially, follow the steps below and you should get them back in no time!
1. In Outlook.com, select the Outlook People at the lower left of the page.
2. On the toolbar, select Manage > Restore deleted contacts.
3. In the Restore deleted contacts window select the box next to each contact you would like to recover.
4. Select Restore.
I hope that I’ve been able to help you today. If you have any more questions, or your problem wasn’t solved, please do get back in touch. Have a great day!

Dislike

Hi, just go into Outlook people, select Manage, restore deleted contacts and tick the ones you want to restore. Then press restore

Best answer

Hi James,
Thanks for getting in touch, it’s great to hear that you’ve chosen Outlook.com!

Deleting contacts is an easy mistake – I’ve been there myself! Don’t worry though, it’s an easy fix and I’m very happy to advise you on how to recover them. You can ideally find all the information you need here. Essentially, here are the steps you need to follow:
1. In Outlook.com, select the Outlook People at the lower left of the page.
2. On the toolbar, select Manage > Restore deleted contacts.
3. In the Restore deleted contacts window select the box next to each contact you would like to recover.
4. Select Restore.
I hope that solves your problem! If you’re still struggling, or you have any other problems with Outlook, please don’t hesitate to get back in touch. I know it’s not always easy adapting to a new email platform and I am always happy to help speed up the process!
Have a great day!

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: If you need more information to provide a helpful response, don't hesitate to use the 'Ask the customer a question' button on the app. You'll find this option, once you create a response and press 'the paper clip' icon to send the response.
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 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!