Get going in 4 simple steps

Watch this
video or
read this page
to learn how
to use the app

---5 mins---

Complete
the "all about Limitless"
quiz

---30 mins---

Learn
how to help
MyMail customers

---60 mins---

Complete
your MyMail quiz

Great. What do I have to do?

You have 2 simple tasks as a Help Adviser 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 Help Advisers

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 Help Adviser has created and vote on it.

Remember, a Help Adviser 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?

FORWARD when required
If the question is not appropriate for the Help Advisers, you can FORWARD it. This will send the question on to the Brand Customer Service team to deal with. Remember, forwarding a query correctly earns you points as well, bringing you closer to your 5000-point milestone!

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 this option.

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 Help Adviser 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 Help Adviser 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 “"You may also like to know that…." or "In my experience, I have also found….. 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 Help Advisers will review all the responses associated with the question, the points and rewards will then be split based on the voting outcome.

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

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

Always put yourself in the customer’s shoes
Before pressing send, re-read your response and think; "If I was the customer, does it answer all my points and would that make me happy?". Even if the answer is not what the customer wants to hear (e.g. saying no to a request for a donation), has it been worded in a way that would make me feel valued?

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.