How do I use Limitless to help other customers and earn rewards?

Once you've created the perfect answer for the customer on the app, there are 2 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 conversation open' if you need more information from the customer to help them.
3. Proof read your answer: Once you've clicked the relevant 'send' option, you are taken to the Response preview page. Here, you'll have a chance to proof-read your answer before pressing 'send'.

Watch this video to see how a Microsoft Ambassador submits a question and how, as an Ambassador, you can respond to the question and help the customer.

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 an ambassador, please select REPORT – our team will review the content and remove it from the app.

'Respond and keep conversation open' if you need more information from the customer

FORWARD Press this button if the question needs to be answered by Microsoft's Customer Service team. Please FORWARD only if you are certain you cannot help the customer. In most instances, you would need to ask the customer more questions to identify the real issue.

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.

Hi there,
Thank you for getting in contact with us, I am happy to help. In order to find out whether your subscription is on automatic billing, you need to log into your account, find the relevant subscription, and then select Payment and Billing > Change. From this, you will be able to see whether or not you are on recurring billing because it will give you the option to change it.
If you have any other questions, don’t hesitate to reach out to us again.
Kind regards
Tom

Hi. You need to go onto the payment bit of your account and then you can see in there whether you are automatic.
Tom

Hi there,
Hope you’re having a good afternoon!

Thanks for getting in contact with us, I’m very happy to help with your query! I understand that navigating your subscription can be a bit confusing – I’ve been there myself – but it’s relatively simple, so let me show you how.
In order to find out whether your subscription is on automatic billing, please follow these steps:

• First you need to log into your account with your credentials.
• Then, find the relevant subscription on your account (if you have more than one).
• At the top select Payment and Billing, then click Change.
• This allows you to see what subscription plan you’re currently on – including whether or not it is automatically billed – and also gives you the option to change the terms of your plan should you wish to.

I hope this helps you, but I would be more than happy to answer any other questions should you have them. Good luck and once again thank you for contacting!
Best wishes
Tom

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. 

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.

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